Uplef - Web Design & Branding

Last Updated: 06^th August 2025

1. Introduction

This Refund and Cancellation Policy (“Policy“) outlines the terms and conditions governing cancellations, returns, and refunds for services purchased from UPLEF FZ LLC (“Company,” “we,” “us,” “our“).

• Company Name:UPLEF FZ LLC
• License No.:47005176
• Operating Address: Office no 401-16, 4th Floor, NGI House Building, Near Deira city center, Port Saeed, Dubai, United Arab Emirates.
• Registered Address:CWEP0597, Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.
• Email:[email protected]
• Phone:+971 52 949 1380

By purchasing any service from our website [Insert Website URL] (the “Site“), you (“Customer,” “you,” “your“) acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy is an integral part of our Website Terms and Conditions.

2. General Principle

Due to the intangible, digital, and often custom-developed nature of our services, which include web development, software solutions, and digital products, all sales are considered final upon completion of the payment process and initiation of service delivery. Refunds are granted only under exceptional circumstances, strictly at the Company’s sole discretion, and in accordance with the specific terms outlined below.

3. Definitions

• “Checkout Service”: A pre-packaged, standardized digital product or service available for immediate purchase and often immediate delivery via the Site’s checkout functionality (e.g., a website template, a pre-built software plugin, a digital guide).
• “Bespoke Service”: A custom-developed software solution, website, or application tailored specifically to the Customer’s unique requirements, as scoped and defined in a separate Proposal or Statement of Work (SOW).
• “Service Initiation”: For Checkout Services, initiation occurs immediately upon payment confirmation and the granting of access or download links. For Bespoke Services, initiation occurs when the Company begins work on the project as per the agreed timeline, which may include project planning, resource allocation, or procurement.

4. Policy for Checkout Services (Standard Digital Products)

4.1. No Standard Refunds:
All sales of Checkout Services are FINAL and NON-REFUNDABLE. Once payment is confirmed and you have been granted access to the digital product (via download link, license key, or account access), the service is deemed delivered, and you lose any right to cancel or withdraw under UAE consumer protection regulations that may exempt digital content delivered immediately.

4.2. Exception for Critical Defects:
A refund may be considered only if the digital product is fundamentally defective and non-functional, and such defects cannot be resolved by our technical support team within a reasonable time frame (deemed as 14 business days from your first support request). The defect must be verifiable and demonstrable by the Customer.

To request a refund under this exception, you must:
a) Contact our support at [email protected] within 48 hours of purchase.
b) Provide a detailed description and evidence (e.g., screenshots, video) of the critical defect.
c) Allow our technical team a reasonable opportunity to troubleshoot and resolve the issue.

If we validate the critical defect and are unable to resolve it, we will, at our discretion, issue a full refund or provide a replacement product. This decision will be final.

5. Policy for Bespoke Services (Custom Development)

5.1. Cooling-Off Period Cancellation:
If you have signed a Proposal and paid an upfront deposit but the Company has not yet initiated any work (as confirmed in writing by the Company), you may cancel the contract within 24 hours of signing the Proposal. In such a case, any upfront deposit may be refunded in full, minus any third-party transaction fees incurred by the Company (e.g., payment gateway fees, bank transfer charges).

5.2. Cancellation After Work Commencement:
Once project work has commenced (e.g., planning, design, development), the upfront deposit is strictly NON-REFUNDABLE. This deposit secures our resources and compensates for the opportunity cost and administrative work already undertaken.

If you wish to cancel a Bespoke Service project after work has commenced:
a) You must provide a written cancellation request via email.
b) You will be invoiced for all completed work and time invested, calculated at the hourly rate specified in the Proposal, up to the point of cancellation.
c) Any funds paid beyond the non-refundable deposit will be used to cover this invoice. If the amount paid is insufficient, you will be liable to pay the outstanding balance. If there is a surplus, it may be refunded at our discretion, again minus any transaction fees.
d) All work product, including code, designs, and documentation, remains the sole property of UPLEF FZ LLC until full and final payment is received. Upon cancellation, all access to this work-in-progress will be revoked.

5.3. Refunds During Development:
Due to the custom nature of the work, refunds are generally not available once development has begun. Payments for completed milestones are for work already delivered and are non-refundable.

6. Refund Process and Methods

6.1. How to Request a Refund:
All refund requests must be submitted in writing to [email protected] with the subject line “Refund Request – [Your Order Number]”. The request must include:

• Your full name and contact information.
• The order/invoice number.
• A detailed reason for the refund request.
• For defect claims, evidence as described in Section 4.2.

6.2. Refund Review and Decision:
We will acknowledge your request within 3 business days and conduct a review. This process may involve communication with our technical and project management teams. We will notify you of our decision within 14 business days of receiving all necessary information from you.

6.3. Approved Refund Method:
If a refund is approved by us, it will be processed using the original payment method only. Due to the operational rules of UAE-based payment gateways (e.g., Network International, Telr, Checkout.com), we cannot issue refunds to a different card or bank account.

6.4. Refund Timeframe:
Once approved, please allow 7-14 business days for the refund to be credited to your original payment method. The processing time depends on the policies and procedures of your bank or card issuer, over which we have no control.

7. Chargebacks and Payment Disputes

7.1. Policy on Chargebacks:
If you are dissatisfied with our service, you must contact us directly to seek a resolution BEFORE initiating a chargeback with your bank or payment provider. Filing a chargeback without first contacting us is a violation of this Policy and our Terms and Conditions.

7.2. Contesting Chargebacks:
We will vigorously contest all unjustified chargebacks. We will provide your bank or the payment gateway with evidence of your acceptance of this Policy, our Terms and Conditions, proof of service delivery (e.g., access logs, delivery emails, signed Proposals), and records of our communication with you.

7.3. Consequences of Unfounded Chargebacks:
If you initiate a chargeback that we successfully contest:
a) Your access to all our services and your account will be immediately and permanently terminated.
b) You will be liable to pay the original transaction amount plus any associated dispute fees charged to us by the payment gateway (which can be significant).
c) We reserve the right to pursue legal action to recover these amounts and any related damages.

8. Important Considerations

• Change of Mind:We do not provide refunds simply because you changed your mind, found a cheaper service, or decided you no longer need the product.
• Minor Bugs:The presence of minor bugs or errors that can be resolved through standard support procedures does not qualify a service as “defective” for the purpose of a refund.
• Project Delays:Delays in project timelines, provided we are communicating and working diligently towards resolution, are not grounds for a refund on Bespoke Services, unless otherwise stipulated in the specific Project Proposal.

9. Amendments to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting the revised Policy on the Site. Your continued use of our Services after any change constitutes your acceptance of the new Policy.

10. Contact Information

For all questions, cancellation requests, or refund requests regarding this Policy, please contact us at:

Email: [email protected]
Phone: +971 52 949 1380

We recommend you read this Policy carefully before making any purchase.