What this policy covers
This Return & Refund Policy applies to payments made directly to CODE X01 SMART SOLUTIONS - L.L.C - S.P.C ("X01", "we", "us" or "our") for professional services, custom development, consultancy, subscriptions and digital products.
A signed proposal, statement of work or order may contain service-specific cancellation and refund terms. Those agreed terms take priority where they differ from this policy.
Work prepared specifically for you
Custom software, AI implementation, consulting, design, integration and other project work use reserved capacity and are produced for a specific client. For that reason:
- A payment may be refunded before work begins, less any non-refundable third-party charges disclosed to you.
- After work begins, completed milestones, time already spent, approved work in progress and committed third-party costs are non-refundable.
- Any remaining prepaid amount for work not performed may be refundable after reconciliation against the agreed scope and termination terms.
- Deposits identified as non-refundable in an accepted proposal remain non-refundable to the extent permitted by law.
Downloads, licences and access
Digital products are generally non-returnable once a download, licence key, repository, account or other access has been supplied. We may approve a refund where access was not delivered, the same order was charged more than once, or the product has a material defect that we cannot reasonably correct.
A change of mind, incompatibility not caused by an inaccurate published requirement, or failure to use an available product does not normally qualify for a refund.
Cancel before the next period
You may request cancellation of a recurring subscription or support retainer before its next renewal date. Cancellation stops future renewals but does not normally refund the current billing period once access or reserved support capacity has begun.
If we discontinue a prepaid recurring service without providing an equivalent replacement, we will refund the unused portion of the affected prepaid period.
Tell us as early as possible
Cancellation requests must be made in writing by an authorised client representative. Unless another notice period is stated in the applicable agreement, cancellation takes effect when we acknowledge it in writing.
We will stop avoidable future work, prepare a status summary and calculate amounts due or refundable based on completed work, work in progress and unavoidable commitments.
Correction comes first
If a deliverable materially fails to match its written acceptance criteria, notify us promptly with enough detail to reproduce the issue. Where the issue is within the agreed scope, our first remedy will normally be to correct, replace or reperform the affected part within a reasonable period.
If we cannot provide that remedy, we may issue a full or proportionate refund for the affected deliverable. Issues caused by client changes, third-party services, unsupported environments or use outside the agreed requirements are not treated as defects in our work.
Send the order details
Email hello@x01.ae with the subject "Refund Request" and include:
- Your name, company name and authorised contact details.
- The invoice, order or project reference.
- The payment date, amount and payment method.
- The reason for the request and any supporting evidence.
We aim to acknowledge a complete request within five business days. We may ask for additional information needed to verify the payment or assess delivered work.
Original payment method
Approved refunds are normally issued to the original payment method or originating bank account. We aim to initiate payment within 10 business days after approval. Your bank or payment provider may require additional time to credit the funds.
Refunds are made in the original transaction currency where practical. Bank fees, exchange-rate differences and charges imposed by third parties are outside our control unless applicable law requires otherwise.
What is not refundable
- Completed and accepted milestones or services already consumed.
- Domain names, cloud resources, software licences and other third-party purchases committed for the client.
- Unauthorised work or purchases made outside X01's approved payment channels.
- Loss caused by inaccurate client instructions, delayed approvals or breach of the applicable agreement.
Nothing in this policy limits any mandatory consumer or other legal rights that cannot be excluded under applicable UAE law. Suspected duplicate or unauthorised charges should be reported to us promptly before initiating a payment dispute where reasonably possible.
Return and refund enquiries
Contact CODE X01 SMART SOLUTIONS - L.L.C - S.P.C at hello@x01.ae or +971 56 901 9004.
Registered address: Building, Abu Dhabi, Abu Dhabi, United Arab Emirates.