Return & Refund Policy

Last Updated: 27 August 2026

Fatiha Tech provides software, digital services and IT solutions rather than physical products. For this reason, traditional product "return" does not apply to most of our offerings. This policy explains when a refund may be considered, which services are non-refundable, and how to submit a refund request. It should be read together with our Terms & Conditions, our Service Policy and the specific service agreement, quotation or subscription plan applicable to you. Where a signed agreement addresses refunds, that agreement prevails.

1. General Refund Policy

Refund requests are reviewed individually and fairly, based on the nature of the service, the work already delivered, the resources already committed and the terms of the applicable agreement. Payment for a service does not automatically create a refund entitlement, and not every payment made to Fatiha Tech is refundable.

2. Software and Digital Services

Because software access, licences, configuration and digital deliverables are provided immediately or progressively, they are generally not returnable once delivered or activated. Where a customer reports that a delivered feature does not function as documented in the agreed scope, our first remedy is investigation and correction; a refund may be considered only if the issue cannot reasonably be resolved.

3. Subscription Services

• Subscription fees are billed in advance for the applicable billing period.
• Fees for a billing period already started are generally non-refundable, including where the system is used only partially.
• Cancellation stops future renewals from the end of the current paid period.
• Advance payments for future periods that have not yet begun may be considered for refund, subject to review and any deductions stated in the agreement.

4. Software Licences

Licence fees are generally non-refundable once the licence has been issued, activated or installed, as the licensed software cannot practically be returned. Where a licence has been paid for but not yet issued or activated, a refund request may be considered.

5. Custom Software Development

Custom development involves requirement analysis, design, development and testing effort that is committed as the project progresses. Refund eligibility, if any, depends on:

• The project phase reached at the time of the request
• Work already delivered, demonstrated or handed over
• Effort, resources and third-party costs already incurred
• The milestone and payment terms of the agreement
• Whether delays or blockages were caused by pending customer inputs

Advance and milestone payments covering completed work are normally non-refundable. Any settlement is agreed in writing between the parties.

6. Website Development

Website projects are delivered in phases such as structure, design, development, content placement and deployment. Payments for completed phases are generally non-refundable. Requests made after design approval or development start are assessed on the basis of delivered work. Costs for domains, hosting, themes, plugins or licensed assets are treated as third-party charges.

7. Mobile App Development

Mobile application projects follow the same phase-based approach. Fees relating to completed development work, delivered builds, store submission effort and platform or developer-account charges are generally non-refundable.

8. Implementation & Setup

Implementation, configuration and setup services are consumed as they are performed. Once setup work has started, fees are generally non-refundable; where work has not yet begun, a request may be considered.

9. Data Migration

Data migration charges cover analysis, mapping, cleaning and loading effort. Completed migration work is non-refundable. Where migration could not be completed because the source data supplied was incomplete, inconsistent or unavailable, the effort already spent remains chargeable.

10. Training Services

Training fees for sessions already delivered are non-refundable. Sessions cancelled with reasonable advance notice may be rescheduled rather than refunded. Sessions missed without notice may be treated as delivered.

11. Domain & Hosting Services

Domain registrations and renewals are generally non-refundable once processed with the registrar. Hosting or server charges are subject to the provider's own policy and, where a refund is possible at all, may be limited to the unused portion after deductions.

12. Third-Party Services

Charges relating to third-party services — including payment gateways, SMS packages, courier services, cloud infrastructure, app store or developer accounts, themes, plugins and external APIs — are governed by the respective provider's refund policy. Fatiha Tech cannot refund amounts that the third party does not refund to us. Transaction or gateway fees already deducted are also non-refundable.

13. Eligible Refund Situations

A refund may be considered where:

• A duplicate or excess payment was made in error.
• Payment was received for a service that was never started or delivered.
• Fatiha Tech is unable to provide a purchased service and no acceptable alternative can be arranged.
• A confirmed defect within the agreed scope cannot reasonably be corrected.
• A refund arrangement is expressly provided in the signed service agreement.

14. Non-Refundable Services

The following are generally not refundable:

• Subscription periods already started or used
• Activated licences and delivered digital deliverables
• Completed development, customisation or integration work
• Completed implementation, configuration, migration and training work
• Domain registrations, hosting periods consumed and other third-party charges
• Consultation, requirement analysis and documentation already delivered
• Cancellations arising from a change of business decision after work has begun
• Cases where the customer did not provide required data, access, content or approvals

15. Cancellation

To cancel a subscription or an ongoing service, please submit a written request through our official contact channels, observing any notice period in your agreement. Cancellation ends future billing but does not, by itself, entitle the customer to a refund of amounts already due or paid for delivered work or consumed periods.

16. Refund Request Process

Refund requests should be submitted in writing and include:

• Business name and registered contact person
• Invoice or transaction reference and payment date
• Service, plan or project concerned
• Reason for the request, with any supporting details or screenshots
• Bank or payment details required for processing, once the request is approved

Requests should be submitted as soon as the issue arises; late requests may be harder to verify and assess.

17. Refund Review

We review each request against the applicable agreement, delivery records, work performed and costs incurred. We may ask for additional information or propose an alternative remedy such as correction, rework, service extension or credit adjustment. The outcome and its basis are communicated in writing.

18. Refund Processing Time

Approved refunds are processed as promptly as practicable using the original payment method where possible. The time for funds to reach the customer depends on the payment method, banking channel and any third party involved, and is therefore not fully within our control. Applicable bank, gateway or transfer charges may be deducted.

19. Partial Refunds

Where part of a service has been delivered and part has not, a partial refund may be considered for the undelivered portion. Deductions may apply for work completed, resources committed, third-party costs, discounts or promotional adjustments already applied, and transaction charges.

20. Contact

For cancellation or refund matters, please use the contact details published on our Contact page. For related terms, see our Terms & Conditions and Service Policy.