Refund Policy

This Refund Policy outlines the terms and conditions for refunds on services provided by RIFT RAVEN INFORMATION TECHNOLOGY SERVICES - SOLE PROPRIETORSHIP L.L.C. ("RiftRaven," "we," "us," or "our"). By purchasing our services, you agree to the terms of this policy.

1. Overview

RiftRaven provides IT infrastructure services, consulting, implementation, and support packages. Due to the nature of our service-based business, refund eligibility is determined based on the specific circumstances of each engagement and the stage of service delivery.

2. Refund Eligibility

2.1 Services Eligible for Refund

You may be eligible for a full or partial refund under the following conditions:

• Cancellation Before Service Commencement: If you cancel your service request before any work has begun, you are entitled to a full refund of any prepaid amounts.
• Service Not Delivered: If we are unable to deliver the agreed-upon services due to circumstances within our control, you are entitled to a full refund.
• Significant Service Deficiency: If the delivered services substantially fail to meet the specifications outlined in the signed Statement of Work (SOW) or service agreement, and we are unable to remedy the deficiency within a reasonable timeframe, you may be eligible for a partial or full refund.

2.2 Services Not Eligible for Refund

The following are non-refundable:

• Completed Custom Work: Any custom implementation, configuration, or development work that has been completed and delivered according to the agreed specifications.
• Used Consultation Hours: Consultation hours that have already been utilized, including planning sessions, assessments, and advisory services.
• Third-Party Licenses and Products: Any third-party software licenses, hardware, or subscriptions purchased on your behalf, as these are subject to the respective vendor's refund policies.
• Emergency or Expedited Services: Rush or emergency services that have been rendered, regardless of outcome.
• Training Services Delivered: Training sessions that have been conducted, whether in-person or remote.
• Monthly Support Subscriptions: Support subscription fees for periods where the service was available, even if not utilized.

3. Refund Request Timeframe

Refund requests must be submitted within fourteen (14) calendar days from:

• The date of payment, for services not yet commenced; or
• The date of service delivery or completion, for delivered services.

Requests submitted after this period will be reviewed on a case-by-case basis and may not be approved except in exceptional circumstances.

4. Partial Refund Conditions

Partial refunds may be issued in the following circumstances:

• Work in Progress: If you cancel a project that is partially complete, you will receive a refund proportional to the work not yet performed, less any reasonable costs incurred.
• Service Package Modification: If you downgrade or modify a service package before full delivery, refunds will be calculated based on the value of services not rendered.
• Unused Prepaid Hours: For retainer or prepaid service hour packages, unused hours may be refunded at a prorated rate, subject to any minimum commitment terms in your agreement.

5. Refund Process

5.1 How to Request a Refund

To request a refund, please contact us via email at [email protected] with the following information:

• Your full name and company name
• Invoice number or order reference
• Date of purchase or service delivery
• Detailed reason for the refund request
• Any supporting documentation

5.2 Review Process

Upon receiving your refund request, we will:

1. Acknowledge receipt of your request within two (2) business days.
2. Review your request and the relevant service records within seven (7) business days.
3. Notify you of our decision via email, including the refund amount (if approved) or the reason for denial.

5.3 Refund Processing Timeline

Approved refunds will be processed within fourteen (14) business days of approval notification. Refunds will be issued to the original payment method:

• Credit/Debit Card Payments: Refunds will be credited back to the original card. Processing time may vary depending on your card issuer (typically 5-10 business days).
• Bank Transfers: Refunds will be sent to the originating bank account. International transfers may take additional time.

6. Disputes and Escalation

If you disagree with our refund decision, you may request a review by contacting us at [email protected] with "Refund Appeal" in the subject line. We will conduct an additional review and provide a final decision within ten (10) business days.

7. Chargebacks

We encourage you to contact us directly to resolve any payment disputes before initiating a chargeback with your payment provider. Initiating a chargeback without first attempting to resolve the issue with us may result in suspension of your account and services.

8. UAE Consumer Protection Compliance

This Refund Policy is designed to comply with Federal Law No. 15 of 2020 on Consumer Protection and other applicable regulations of the United Arab Emirates. Nothing in this policy shall limit or exclude any rights you may have under UAE consumer protection laws.

9. Amendments to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. The "Last Updated" date at the top of this policy indicates when revisions were last made. Your continued use of our services after any changes constitutes acceptance of the revised policy.

10. Contact Information

For questions, concerns, or refund requests, please contact us: