Refund & Cancellation Policy

1. Nature of the Services

Alrowad Edu provides software solutions and IT services for educational institutions. Our services include:

• Software as a Service (SaaS)
• Custom software development
• IT consulting
• Cloud hosting solutions
• Technical support
• System integrations

By purchasing these services, you acknowledge that you are acquiring digital, non-tangible products and specialized labor, which are generally non-refundable unless otherwise stated in this policy.

2. System Subscriptions

Our SaaS platforms (like Alrowad Edu ERP) are offered on a subscription basis (monthly, quarterly, or annually). Subscription fees are charged in advance. Refunds for subscriptions are generally not provided for:

• Partial months of service
• Upgrades/downgrades during a billing period
• Inability to use the system due to issues outside our control

If you cancel your subscription, you will retain access to the system until the end of your current billing cycle.

3. Setup and Implementation Fees

Setup and implementation fees cover the initial deployment, configuration, and data migration required to launch our systems for your institution. These fees are non-refundable once the implementation process has begun.

If you cancel before the project starts, a full refund may be issued, less any processing fees.

4. Customization and Software Development

Any custom development work, including new features or special integrations, is billed based on milestones or hourly rates.

Payments for custom development are non-refundable once the work for that milestone has commenced. If a project is cancelled mid-development, you will be billed for the work completed up to the cancellation date.

5. Training and Technical Support Services

Fees for training sessions (online or on-site) and premium technical support contracts are non-refundable once the training has been delivered or the support period has started.

6. Third-Party Services

Some services incorporate third-party products (e.g., SMS gateways, WhatsApp APIs, Cloud servers, Domain registrations). Fees paid for these third-party services are strictly non-refundable from Alrowad Edu, as they are subject to the third-party provider's terms.

7. Non-Refundable Cases

Refunds will not be issued under the following conditions:

• You changed your mind after the service has started.
• You no longer need the system due to internal organizational changes.
• Lack of technical skills or resources on your end to operate the system.
• Delays in project implementation caused by your team.
• You purchased the wrong subscription plan by mistake.

8. Cases Where Refunds May Be Accepted

A refund may be considered under the following rare circumstances:

• A duplicate payment was made in error.
• We failed to deliver the core service as outlined in the service agreement.
• Significant, prolonged system downtime that breaches our Service Level Agreement (SLA).

The refund amount, if approved, will be calculated on a pro-rata basis.

9. How to Request a Refund

All refund requests must be submitted in writing. To request a refund, please contact us at: Email: billing@alrowadedu.com. Include the following information:

• Institution name
• Account or invoice number
• Date of purchase
• Detailed reason for the refund request

We will not process refund requests made via phone or social media.

10. Refund Review Period

We will acknowledge receipt of your refund request within 3 business days. Please allow up to 14 business days for our billing team to review your request and make a determination.

If approved, the refund will be processed using the original payment method. The time it takes for the funds to appear in your account depends on your bank or payment provider.

11. Partial Refunds

In some cases, a partial refund may be offered. We reserve the right to deduct the following from the refund amount:

• Value of completed work
• Setup fees
• Administrative and processing fees (e.g., Stripe, PayPal)
• Discounts or promotional values

12. Services Cancellation

You may cancel your subscription or services at any time by contacting our billing team or through your account dashboard. Cancellation will take effect at the end of the current billing cycle.

We reserve the right to suspend or terminate your services without a refund if you violate our Terms of Service or fail to make timely payments.

13. Disputes and Objections

If you initiate a chargeback or dispute with your bank or credit card company, your account will be suspended immediately. Please contact us first to resolve any billing issues before resorting to a chargeback.

14. Updates to This Refund Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be posted on this page, and the "Last updated" date will be revised.