Refund Policy

# Refund Policy **Effective Date:** November 1, 2025 **Last Updated:** October 20, 2025 **Version:** 1.0 --- ## Introduction This Refund Policy applies to all subscriptions and services provided by C X Coast Technology Solutions & Consulting W.L.L. ("CXCoast", "we", "us", or "our") through the CXCoast Digital Hub platform (the "Platform" or "Services"). This Refund Policy is part of and subject to our Terms and Conditions. By purchasing a subscription or using our Services, you agree to this Refund Policy. **Company Information:** C X Coast Technology Solutions & Consulting W.L.L. Al Raya, Office 51, Building 1025, Road 3621, Seef, Kingdom of Bahrain Commercial Registration: 183646-1 VAT Number: 220025565100002 --- ## General Refund Policy ### Non-Refundable Rule **All subscription fees, setup fees, overage charges, and other payments made to CXCoast are non-refundable**, except as expressly stated in this Refund Policy or as required by mandatory applicable consumer protection law. **This includes but is not limited to:** - ✗ Monthly subscription fees - ✗ Annual subscription fees - ✗ Setup fees or onboarding fees - ✗ Overage charges (usage beyond plan limits) - ✗ Add-on services or features - ✗ Professional services or consulting fees - ✗ Processing fees or transaction fees - ✗ Applicable taxes (VAT, sales tax, etc.) ### Why We Have a No-Refund Policy Our Services are delivered continuously from the moment you subscribe. Once you gain access to the Platform, you receive immediate value including: - Access to the Platform and all included features - Message processing and customer support tools - Data storage and conversation history - AI-powered features and automation - Integration with third-party messaging platforms - Customer support from our team - Infrastructure costs (hosting, security, backups) These services cannot be "returned" once consumed, similar to other digital services and SaaS platforms. --- ## Situations Where NO Refunds Are Provided You will NOT receive a refund under any of the following circumstances: ### 1. Voluntary Cancellation **No refund** if you voluntarily cancel your subscription for any reason, including: - Change of mind or business direction - No longer needing the service - Switching to a competitor - Business closure or restructuring - Budget constraints or cost reduction - Dissatisfaction with features or performance (unless it constitutes Material Service Failure - see below) **What happens:** You retain access until the end of your current billing period. Your account and data will be deleted 30 days after the billing period ends unless you export it. ### 2. Unused Services or Features **No refund** for: - Features you didn't use during your subscription period - User seats or agent licenses you didn't fully utilize - Message allowances or quotas you didn't consume - Storage capacity you didn't fill - Any other unused portions of your plan **Reason:** You paid for access and availability, not usage. Similar to a gym membership, you pay for the right to use the service, whether you use it fully or not. ### 3. Partial Billing Periods **No refund** for partial periods, including: - Remaining days in the current month (monthly subscriptions) - Remaining months in the current year (annual subscriptions) - Time between cancellation and end of billing period **Exception:** See "Limited Refund Exceptions" below for qualifying situations. ### 4. Plan Downgrades or Changes **No refund** if you: - Downgrade from a higher plan to a lower plan - Switch from annual to monthly billing - Remove add-ons or optional features - Reduce user seats or capacity **What happens:** Changes take effect at your next billing cycle. You retain access to your current plan until the end of the current period. ### 5. Service Suspensions Due to Your Breach **No refund** if your account is suspended or terminated due to: - Non-payment or failed payment - Violation of Terms and Conditions - Violation of Acceptable Use Policy - Breach of export controls or sanctions - Fraudulent activity or illegal use - Abusive behavior toward our staff - Any other breach of your obligations **Reason:** Suspension or termination for your breach does not relieve you of payment obligations for services already rendered. ### 6. Force Majeure or Third-Party Issues **No refund** for service interruptions caused by: - Natural disasters (earthquakes, floods, fires, storms, pandemics) - War, terrorism, civil unrest, government actions - Internet or telecommunications failures - Power outages or infrastructure failures - Third-party messaging platform changes (WhatsApp, Telegram, Facebook, Instagram discontinuing APIs or changing policies) - Third-party service provider failures (hosting, payment processing, etc.) - Cyber attacks, DDoS attacks, security incidents - Any other events beyond our reasonable control **Your remedy:** Service credit for documented complete unavailability (not degraded performance), up to 10% of monthly fees, if you report within 48 hours. ### 7. Performance Issues or Minor Bugs **No refund** for: - Slow performance or response times - Minor bugs or glitches that don't prevent core functionality - Degraded performance during high traffic - Temporary unavailability (less than 24 hours cumulative per month) - Feature changes or updates you don't like - UI/UX changes or redesigns **Your remedy:** Report issues to support@cxcoast.com. We will work to resolve them but performance issues do not qualify for refunds. ### 8. Trial Periods (After Trial Ends) **No refund** if: - You subscribed after a free trial period ended - You forgot to cancel before the trial ended - You didn't use the trial period to evaluate the service **Exception:** You MAY receive a full refund if you cancel DURING the trial period before any charges occur. --- ## Limited Refund Exceptions In the following **limited circumstances only**, you may be eligible for a **partial pro-rated refund**: ### Exception 1: Material Service Failure **Eligibility Criteria:** You may request a refund if the Platform **completely fails to perform core documented functionality** AND we cannot cure the failure within 30 days of your written notice. **Core Documented Functionality Defined:** Core functionality means the basic ability to: - Receive messages from connected channels (WhatsApp, Telegram, Email, etc.) - View and read received messages in the Platform inbox - Send replies to customers through connected channels **Core functionality does NOT include:** - Advanced features (automations, workflows, AI features, integrations) - Performance levels or response times - Beta or experimental features - Third-party integrations beyond basic messaging - Specific features advertised but not included in your plan - Customization or configuration options **Process:** 1. **Written Notice Required:** Send detailed description of the failure to legal@cxcoast.com 2. **30-Day Cure Period:** We have 30 days to resolve the issue 3. **Must Be Complete Failure:** Degraded performance or partial functionality does not qualify 4. **Proof Required:** You must document the complete failure (screenshots, error messages, etc.) 5. **Our Investigation:** We will verify the failure independently 6. **Refund Calculation:** If approved, refund is pro-rated for unused portion of current billing period only **Example:** - You subscribe January 1 for $100/month - Platform completely fails January 20 (no messages can be received or sent) - You notify us immediately - We cannot fix it within 30 days - You may receive: $100 × (11 days unused / 31 total days) = ~$35 refund **Not Covered:** - Temporary outages or maintenance - Third-party platform issues (WhatsApp servers down) - Issues caused by your internet connection, device, or browser - Issues caused by your misconfiguration - Degraded performance (slow but functional) ### Exception 2: Our Material Breach of Agreement **Eligibility Criteria:** You may request a refund if **we materially breach our Terms and Conditions** AND we fail to cure the breach within 30 days of your written notice. **Material Breach Defined:** - We completely discontinue providing access to the Platform without notice - We fail to provide access to the Platform entirely for extended period (30+ consecutive days) - We breach a core contractual obligation that prevents you from using the Platform **Material Breach does NOT include:** - Price increases (with proper 30-day notice) - Feature changes or removals - Performance issues or degraded service - Temporary unavailability or maintenance - Changes to Terms and Conditions (with proper notice) - Third-party platform discontinuations **Process:** 1. **Written Notice Required:** Send detailed description to legal@cxcoast.com 2. **30-Day Cure Period:** We have 30 days to cure the breach 3. **Must Be Material:** Minor breaches do not qualify 4. **Evidence Required:** Document the breach and impact 5. **Legal Determination:** We may dispute whether breach is "material" 6. **Refund Calculation:** If approved, refund is pro-rated for unused portion of current billing period only ### Exception 3: Legal Requirements (Consumer Protection) **Eligibility Criteria:** If you are an **individual consumer** (not a business) in Bahrain or another GCC country with mandatory consumer protection rights that cannot be waived by contract, you may have additional refund rights under local law. **Note:** Our Services are primarily intended for business customers (B2B). If you are a consumer (B2C), please contact legal@cxcoast.com before subscribing to understand your consumer rights. **Examples of potential consumer rights:** - Bahrain Consumer Protection Law: May provide cooling-off period or refund rights - Saudi Arabia E-Commerce Law: May require refund for defective services - UAE Consumer Protection Law: Similar consumer protections - Kuwait Consumer Protection: Potential refund rights **Process:** Contact legal@cxcoast.com with: - Proof you are an individual consumer (not business) - Jurisdiction where you reside - Specific consumer protection law you're invoking - Evidence supporting your refund claim We will review your request in consultation with legal counsel and comply with applicable mandatory consumer protection laws. --- ## Refund Calculation Method When a refund is approved under the limited exceptions above, it is calculated as follows: ### Monthly Subscriptions **Formula:** Refund = (Monthly Fee) × (Unused Days / Total Days in Month) **Example:** - Monthly fee: $100 - Subscription started: January 1 - Qualifying refund event: January 20 - Days used: 20 out of 31 - Days unused: 11 - **Refund: $100 × (11/31) = $35.48** **Important:** - Only the CURRENT month is eligible - Prior months are NOT refundable - Future months (if prepaid) are NOT refundable ### Annual Subscriptions **Formula:** Refund = (Annual Fee) × (Unused Days / 365) **Example:** - Annual fee: $1,200 - Subscription started: January 1, 2025 - Qualifying refund event: July 1, 2025 - Days used: 181 out of 365 - Days unused: 184 - **Refund: $1,200 × (184/365) = $604.93** **Important:** - Only the CURRENT annual period is eligible - Prior annual periods are NOT refundable - Future annual periods (if prepaid multiple years) are NOT refundable ### Maximum Refund Limits **No refunds will exceed:** - **Monthly subscriptions:** Pro-rated unused portion of current month only - **Annual subscriptions:** Pro-rated unused portion of current annual period only - **Multiple periods:** If you prepaid for multiple periods (e.g., 2 years), only the current active period qualifies **No refunds will be provided for:** - Completed billing periods (already consumed) - Future billing periods (not yet started) - Processing fees, transaction fees, or payment gateway fees - Taxes (VAT, sales tax, etc.) - Overage charges (usage beyond plan limits) - Add-on services or features --- ## Refund Request Process If you believe you qualify for a refund under the limited exceptions above, follow this process: ### Step 1: Submit Written Request **Email:** legal@cxcoast.com **Subject:** Refund Request - [Your Account Name] **Required Information:** - Your full name and company name - Account email address - Subscription plan and billing cycle - Date of subscription purchase - Amount paid and payment method used - Detailed explanation of why you believe you qualify for a refund - Which exception you're claiming (Material Service Failure, Our Material Breach, or Consumer Protection) - Supporting evidence (screenshots, error logs, correspondence, etc.) - Date you first notified us of the issue (if applicable) ### Step 2: Timing Requirements **Strict Deadlines:** - Refund requests must be submitted within **30 days** of the event giving rise to the refund claim - Requests submitted after 30 days will be automatically denied - For Material Service Failure: Must provide written notice within 30 days of discovering the failure - For Our Material Breach: Must provide written notice within 30 days of the breach **Why:** We need timely notice to investigate and potentially cure the issue. ### Step 3: Review Process **Timeline:** - **Initial Response:** Within 5 business days (acknowledgment of receipt) - **Investigation:** 15 business days (we will review your claim and evidence) - **Decision:** We will provide a written decision within 15 business days of completing our investigation **Our Review Includes:** - Verification of account and payment records - Technical investigation of reported failures - Review of our service logs and uptime data - Legal analysis of whether claim qualifies under exceptions - Assessment of whether we met our cure period obligations **Possible Outcomes:** - ✅ **Approved:** Refund approved (full or partial) - ❌ **Denied:** Refund does not qualify under limited exceptions - ⏸️ **Pending:** Additional information or cure period needed ### Step 4: Refund Processing (If Approved) **Timeline:** - Approved refunds will be processed within **30 business days** of approval decision **Refund Method:** - Refunds are issued to the **original payment method only** - Credit card: Refund to the card used for original payment - Bank transfer: Refund to the account used for original payment - We cannot issue refunds via different payment methods or to different accounts **Refund Amount:** - Will be calculated using the formulas above - May be partial (pro-rated) based on usage - Will exclude processing fees, transaction fees, and taxes - Subject to our reasonable discretion (we reserve the right to issue partial refunds) **Confirmation:** - You will receive email confirmation when refund is processed - Please allow 5-10 business days for refund to appear in your account (depends on your financial institution) ### Step 5: Refund Disputes If you disagree with our refund decision: **First:** Contact legal@cxcoast.com to request reconsideration with additional evidence **Second:** If still unresolved, refund disputes are subject to: - Informal resolution (30-day good faith negotiation) - Binding arbitration in Bahrain (as set forth in our Terms and Conditions Section 11) - Individual basis only (no class actions) **Note:** Legal costs of arbitration may exceed the refund amount. Consider this before pursuing arbitration. --- ## Trial Periods ### Free Trial Refunds If your plan included a **free trial period** (no payment required): ✅ **Full refund available** if you cancel during the trial before any charges occur **How it works:** - Trial period: 14 days (or as specified) - No payment during trial - If you cancel before trial ends: No charges, no refund needed - If trial ends and you don't cancel: You are charged for the first billing period - Once charged: This refund policy applies (generally non-refundable) ### Paid Trial Refunds If your plan included a **paid trial period** (discounted first period): ✅ **Full refund available** if you cancel during the trial period **How it works:** - You paid a discounted rate for first month/year - If you cancel during the trial period: Full refund of trial payment - If trial ends and you continue: Regular pricing applies, generally non-refundable per this policy **Important:** "Trial period" must be explicitly stated in your subscription purchase. Regular subscriptions at full price do not qualify for trial refunds. --- ## Chargebacks and Payment Disputes ### Our Chargeback Policy **If you initiate a chargeback or payment dispute with your credit card company or payment provider WITHOUT first following our refund request process:** **Consequences:** 1. Immediate suspension of your account and Platform access 2. Permanent termination of your account 3. No refund of fees paid 4. We will contest the chargeback with evidence of services rendered 5. You may be liable for our costs to defend the chargeback (legal fees, administrative costs) 6. You will be banned from future use of the Platform 7. We may report the chargeback dispute to credit bureaus or fraud databases **Why:** Chargebacks are intended for unauthorized or fraudulent charges, not disputes over refund policy. Initiating a chargeback without attempting resolution through our process is considered bad faith. ### Authorized vs. Unauthorized Charges **Unauthorized Charges (Fraud):** If you did not authorize a charge (fraudulent use of your payment card), you should: 1. Contact your bank or payment card issuer immediately 2. Also notify us at legal@cxcoast.com so we can investigate We will cooperate with fraud investigations and will not penalize you for legitimate fraud claims. **Authorized Charges (Regret):** If you authorized the charges but now regret it or disagree with our refund policy: 1. You must follow our refund request process above 2. Initiating a chargeback is NOT appropriate and will result in account termination --- ## Subscription Cancellation (No Refund) ### How to Cancel You may cancel your subscription at any time by: **Method 1:** Use the cancellation feature in your account settings **Method 2:** Send written notice to legal@cxcoast.com ### What Happens When You Cancel **Effective Date:** - Cancellation is effective at the end of your current billing period - NOT immediately (you retain access until period ends) **Access:** - You retain full access to the Platform until the end of your current billing period - You can continue using all features during this time **Payment:** - You are NOT charged for future billing periods - You are NOT refunded for the current billing period (unless qualifying exception applies) - Any outstanding invoices or overage charges must still be paid **Data:** - You have 30 days after billing period ends to export your data - After 30 days, your account and data will be permanently deleted - We are not obligated to assist with data export after 30 days **Example:** - You subscribe January 1 for monthly billing ($100/month) - You cancel on January 15 - You still have access until January 31 - You paid $100 for January - no refund - You are NOT charged $100 for February - On February 1, your account enters 30-day deletion period - By March 2, your account and data are permanently deleted --- ## Contact Information For questions about this Refund Policy or to request a refund: **Email:** legal@cxcoast.com (refund requests) **Email:** billing@cxcoast.com (billing questions) **Email:** support@cxcoast.com (technical support) **Mailing Address:** C X Coast Technology Solutions & Consulting W.L.L. Attn: Billing Department - Refund Requests Al Raya, Office 51, Building 1025 Road 3621, Seef, Kingdom of Bahrain **Phone:** +973 3509 8852 (office hours: Sunday-Thursday, 9am-5pm Bahrain time) **Website:** www.cxcoast.com **Response Times:** - Email inquiries: Within 2 business days - Refund requests: Within 5 business days (initial response) - Phone inquiries: During office hours only --- ## Changes to This Refund Policy We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or for other operational reasons. **How we notify you:** - **Material changes:** 30 days advance notice via email to your account email address - **Non-material changes:** Effective immediately upon posting at www.cxcoast.com/refund-policy - **Continued use:** Your continued use of the Platform after changes constitutes acceptance **Your options:** - If you do not agree to material changes, you may cancel your subscription before the changes take effect - Cancellation before changes = no refund for current period (unless qualifying exception applies) **Version control:** - Current version: 2.0 - Effective date: January 1, 2025 - Last updated: October 20, 2024 - Previous versions available upon request to legal@cxcoast.com --- ## Relationship to Other Policies This Refund Policy is part of and subject to: **1. Terms and Conditions** Available at: www.cxcoast.com/terms Our Terms and Conditions govern your use of the Platform. In case of any conflict between this Refund Policy and the Terms and Conditions, the Terms and Conditions shall prevail. **2. Privacy Policy** Available at: www.cxcoast.com/privacy Our Privacy Policy governs how we collect, use, and protect your personal information, including information collected during refund requests. **3. Acceptable Use Policy** Available at: www.cxcoast.com/acceptable-use (if applicable) Violations of our Acceptable Use Policy may result in account termination without refund. **Together, these documents constitute your complete agreement with CXCoast regarding refunds and the Platform.** --- ## Legal Disclaimers ### Governing Law This Refund Policy is governed by and construed in accordance with the laws of the Kingdom of Bahrain, without regard to conflict of law principles. ### Dispute Resolution Any disputes arising from this Refund Policy shall be resolved through: 1. Informal resolution (30 days) 2. Binding arbitration in Bahrain (as set forth in our Terms and Conditions) 3. Individual basis only (no class actions) See Terms and Conditions Section 11 for complete dispute resolution procedures. ### Language Versions This Refund Policy is provided in English, Arabic, and Russian. In case of any discrepancies, the **English version shall prevail**. ### Jurisdictional Variations Some jurisdictions may not allow certain limitations or exclusions in refund policies, particularly for consumer transactions. In such jurisdictions: - Our refund policy is limited to the maximum extent permitted by applicable law - You may have additional mandatory consumer rights that cannot be waived - Contact legal@cxcoast.com if you believe mandatory consumer protection laws apply to you ### Entire Agreement This Refund Policy, together with our Terms and Conditions and Privacy Policy, constitutes the entire agreement between you and CXCoast regarding refunds and supersedes all prior refund policies, statements, or representations. --- ## Acknowledgment **By purchasing a subscription or using the Platform, you acknowledge that:** ✅ You have read and understood this Refund Policy ✅ You agree that all fees are generally non-refundable ✅ You understand the limited exceptions where refunds may be provided ✅ You agree to follow the refund request process outlined above ✅ You understand that chargebacks without following our process may result in account termination ✅ You agree to the dispute resolution procedures in our Terms and Conditions **IF YOU DO NOT AGREE TO THIS REFUND POLICY, DO NOT PURCHASE A SUBSCRIPTION OR USE THE PLATFORM.** --- ## Summary for Quick Reference ### ❌ NO REFUNDS FOR: - Voluntary cancellations or change of mind - Unused features, quotas, or portions of service - Partial billing periods after cancellation - Plan downgrades or changes - Breach of terms by customer - Force majeure or third-party issues - Minor bugs or performance degradation - Trial periods (after trial ends) ### ✅ POSSIBLE REFUNDS FOR: - **Material Service Failure** (Platform completely fails, we can't fix in 30 days) - **Our Material Breach** (We fail to provide Platform access entirely, can't cure in 30 days) - **Consumer Protection** (Mandatory legal rights in your jurisdiction) ### 📋 REFUND CALCULATION: - **Monthly:** (Fee) × (Unused Days / Total Days) - **Annual:** (Fee) × (Unused Days / 365) - **Maximum:** Current billing period only, pro-rated ### 📧 TO REQUEST REFUND: - Email: legal@cxcoast.com - Deadline: Within 30 days of qualifying event - Include: Account details, evidence, explanation - Timeline: Decision within 15 business days --- **Last Updated:** October 20, 2025 **Effective Date:** November 1, 2025 **Version:** 1.0 © 2024-2025 C X Coast Technology Solutions & Consulting W.L.L. All rights reserved.