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This Refund & Cancellation Policy governs payments, cancellations and refunds for services provided by GOAT Technologies, and is issued in accordance with applicable United Arab Emirates consumer-protection legislation.
This Refund & Cancellation Policy (the "Policy") is issued by GOAT Technologies (the "Company"), Dubai, United Arab Emirates, and forms an integral part of the Company's Terms & Conditions. It is to be read together with those Terms and with the specific Agreement governing each engagement, which shall prevail in the event of any conflict. This Policy is consistent with Federal Law No. (15) of 2020 on Consumer Protection and its Executive Regulation (Cabinet Decision No. (66) of 2023). By paying any deposit or invoice, the Client accepts this Policy.
1.1 The Company provides bespoke professional services performed by skilled personnel over time. Such services are tailored to the Client and, once team time has been allocated and work has commenced (including discovery, strategy, design, development or marketing), cannot be returned or resold.
1.2 Accordingly, and consistent with the exemptions applicable to customised goods and services under UAE consumer-protection law, Fees are non-refundable save as expressly provided in this Policy.
2.1 Deposits and advance payments reserve the Client's place in the Company's schedule and fund the commencement of work, and are therefore non-refundable once work has commenced.
2.2 Where the Client cancels in writing before any work has commenced, the Company shall refund the deposit less (a) any third-party costs already incurred or irrevocably committed on the Client's behalf, and (b) a reasonable administration and onboarding charge.
3.1 In respect of milestone or stage-based engagements, all completed and in-progress work, together with all costs and commitments incurred up to the date on which the Company receives written notice of cancellation, shall be chargeable and non-refundable.
3.2 Where amounts paid exceed the value of the work performed and committed, the surplus shall be refundable; where they are less, the shortfall shall be payable by the Client. The Client shall be entitled to receive the work produced and paid for up to the date of cancellation.
4.1 Custom designs, code, content and other Deliverables that have been produced, delivered or approved are non-refundable, having been created specifically for the Client. Publication, deployment, download or use of a Deliverable shall constitute acceptance.
5.1 Recurring services — including care plans, maintenance, hosting, marketing retainers and subscriptions — are billed in advance for each billing period and are non-refundable in respect of the current period once it has commenced.
5.2 The Client may cancel renewal at any time prior to the next billing date by written notice, in which case the service shall continue until the expiry of the period already paid for and shall not renew thereafter. Set-up and onboarding fees are non-refundable.
6.1 Amounts paid to, or irrevocably committed with, third parties on the Client's behalf — including domains, hosting, paid plugins, premium themes, fonts, stock media, software licences, advertising spend and payment-gateway fees — are non-refundable once purchased, expended or committed, as they are not recoverable by the Company.
7.1 No refund shall be due where: (a) the Client changes its mind, changes direction, or no longer requires the Service after work has commenced; (b) delay or non-delivery results from the Client's late provision of content or approvals, late payment, or lack of cooperation; (c) the Client fails to follow reasonable guidance provided by the Company; (d) commercial results from marketing, SEO or advertising differ from the Client's expectations (no specific result being guaranteed); or (e) the matter complained of arises from a third-party platform outside the Company's control.
8.1 Where a Deliverable does not materially conform to the agreed scope, the Client shall notify the Company in writing within seven (7) business days of delivery and shall afford the Company a fair opportunity to remedy the matter.
8.2 The Company's primary remedy shall be to repair, correct or re-perform the affected work at no additional cost. A refund, in whole or in part, shall be considered only where the Company is unable to remedy a material defect within a reasonable period.
9.1 Refund requests shall be submitted to info@goattechnologies.ae and shall state the invoice number, the Service concerned and a clear description of the matter.
9.2 The Company shall endeavour to acknowledge requests within two (2) business days and to assess eligible requests within fourteen (14) business days.
10.1 Approved refunds shall be made in the original currency to the original method of payment (for card payments, via Stripe; otherwise by bank transfer), ordinarily within seven (7) to fourteen (14) business days of approval, subject to the processing times of the Client's bank or card issuer.
10.2 Non-recoverable transaction or gateway fees and any applicable VAT adjustments shall be handled in accordance with UAE regulations and may be deducted from the refunded amount.
11.1 The Client is requested to contact the Company in the first instance so that any concern may be resolved directly and fairly. The initiation of a card chargeback or payment dispute, in respect of Services lawfully provided, without first contacting the Company, may be treated as a breach of the Terms, and the Company reserves the right to contest unjustified chargebacks and to recover associated costs.
12.1 This Policy shall be governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Enquiries may be directed to info@goattechnologies.ae or +971 50 109 1453.
This document has been drafted to reflect the requirements of applicable United Arab Emirates legislation in force at the date of publication. It is reviewed periodically and may be updated to reflect changes in law or in our business. For advice on a specific situation, independent legal counsel should be obtained.
