2026-10-13
We want you to be confident when you buy from URASMILA DIGITAL FZE LLC. Because we sell digital services that involve the time of our team, refunds depend on how far the work has progressed. This policy describes exactly what we do in practice.
1. Cancellation before work starts
You may cancel any order before work has started and receive a full refund. Work starts when we begin the kick-off (for example, scheduling the kick-off call or starting the design or setup), which we confirm to you by email.
2. Cancellation after work has started
- One-time packages: we refund the price minus the value of the work already completed, calculated by the milestones described in our kick-off email (for example: discovery and planning 25%, first draft or build 50%, final delivery 25%). You receive all work completed up to the date of cancellation.
- After final delivery and acceptance: refunds are not available, except as described in section 4.
3. Monthly plans
- Monthly plans are prepaid and do not renew automatically. You can stop at any time by not paying for the next month.
- If you cancel before the monthly service period starts, you receive a full refund.
- If you cancel during a month, the current month is not refunded, but no further payment is taken.
4. Defects and services not delivered as described
If a deliverable does not match the description on the package page or proposal, please tell us within 7 days of delivery. We will first correct it at no cost. If we cannot deliver what was described within a reasonable time, you are entitled to a refund for the part that was not delivered as described.
5. Non-refundable items
- Third-party costs paid on your behalf with your approval, such as software licences, stock media, domain names or platform fees.
- Advertising spend paid by you directly to advertising platforms.
6. Duplicate or incorrect payments
If you were charged twice or an incorrect amount, we will refund the duplicate or excess amount in full after verifying it with the payment provider.
7. How to request a cancellation or refund
Use our refund request form or email [email protected] with your order number and the email address used for the order. We respond within 3 business days.
8. How refunds are paid
Approved refunds are issued to the original payment method, in the original currency, within 5 business days of approval. Depending on your bank or card issuer, it may take a further 5–14 business days for the refund to appear. We do not charge refund fees; currency conversion differences applied by your bank are outside our control.
9. Chargebacks
If you have a problem with a payment, please contact us first so we can resolve it quickly. This does not affect your rights with your card issuer.
This policy does not limit any rights you may have under applicable consumer protection law, including UAE Federal Law No. 15 of 2020 on Consumer Protection.