Refund and Cancellation Policy

Effective Date: February 1, 2026
Last Updated: February 5, 2026

HDNETRO INFORMATION TECHNOLOGY CONSULTANTS – FZE („HDNETRO,” „we,” „our,” or „us”) is committed to providing high-quality IT consulting and technology services to our clients. This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of our services.

1. Service Categories

Our services are divided into the following categories:

  • Consulting Services: IT Infrastructure Consulting, IT Consultancy, Cyber Security Consulting
  • Managed Services: Managed IT Services, Data Management, 24/7 Monitoring
  • Project-Based Services: Network Setup, Software Integration, Technical Implementation
  • Support Services: Technical Support, Helpdesk Services, Multi-function Services

2. Cancellation Policy

2.1 Consulting Services

  • Before Service Commencement: Clients may cancel consulting service contracts up to 48 hours before the scheduled start date for a full refund, minus a 10% administrative fee.
  • After Service Commencement: Once consulting services have begun, cancellations will be prorated based on the hours already delivered. No refund will be provided for completed work.
  • Fixed-Term Contracts: For contracts exceeding 30 days, clients may cancel with 14 days’ written notice. Refunds will be calculated based on unused service time, minus completed deliverables.

2.2 Managed Services & Recurring Subscriptions

  • Monthly Subscriptions: Clients may cancel at any time with 30 days’ written notice. The cancellation will take effect at the end of the current billing cycle.
  • Annual Contracts: Cancellation of annual managed service contracts requires 60 days’ written notice. Refunds for unused months may be provided at management’s discretion, minus a 20% early termination fee.
  • No Mid-Month Refunds: No refunds will be issued for partial months of managed services.

2.3 Project-Based Services

  • Before Project Start: Full refund available if canceled at least 5 business days before project commencement, minus 15% administrative fee.
  • During Project: Refunds will be calculated based on project milestones completed. Any work in progress or materials purchased will be invoiced.
  • Custom Solutions: Services involving custom development, specialized software licenses, or third-party hardware purchases are non-refundable once work has commenced.

2.4 Support Services

  • Support Packages: Pre-paid support hours may be canceled within 7 days of purchase if no support has been utilized, for a full refund.
  • Used Support Hours: Refunds will be prorated based on unused support hours, calculated at the standard hourly rate.

3. Refund Policy

3.1 Eligibility for Refunds

Refunds may be issued under the following circumstances:

  • Services were not delivered as specified in the service agreement
  • Cancellation was made within the allowable timeframe as outlined above
  • Technical issues on our end prevented service delivery
  • Client is dissatisfied with service quality and reports issues within 7 days of service delivery (subject to review)

3.2 Non-Refundable Items

The following are not eligible for refunds:

  • Third-party software licenses purchased on client’s behalf
  • Hardware, equipment, or materials procured for the client
  • Services that have been fully delivered and accepted by the client
  • Consulting hours already utilized
  • Emergency or after-hours support services
  • Travel expenses incurred for on-site services

3.3 Refund Processing

  • Request Submission: All refund requests must be submitted in writing to sales@hdnet-tech-fze.com with the subject line „Refund Request – [Invoice Number]”
  • Review Period: Refund requests will be reviewed within 5-7 business days
  • Processing Time: Approved refunds will be processed within 10-14 business days
  • Payment Method: Refunds will be issued to the original payment method used for the transaction
  • Currency: Refunds will be issued in the original transaction currency (AED or USD)

4. Payment Terms for Cancellations

In the event of cancellation:

  • All outstanding invoices for work completed must be paid before cancellation is finalized
  • Any deposits paid are non-refundable but may be applied toward future services within 12 months
  • Clients are responsible for any third-party cancellation fees incurred

5. Force Majeure

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.), we reserve the right to reschedule services without penalty. Refunds or credits may be offered at management’s discretion.

6. Dispute Resolution

If you are not satisfied with our refund or cancellation decision, you may:

  1. Contact our customer service team at sales@hdnet-tech-fze.com
  2. Request escalation to senior management within 10 business days
  3. Pursue resolution through appropriate legal channels in Dubai, UAE

7. Modifications to This Policy

HDNETRO reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Clients will be notified of significant changes via email.

8. Contact Information

For questions about this policy or to request a refund or cancellation, please contact us:

HDNETRO INFORMATION TECHNOLOGY CONSULTANTS – FZE
License No: 100038
Address: DUQE Square Business Center, Quarter Deck, Mina Rashid, QE2, Dubai, UAE
Phone: +971 55 230 3860
Email: sales@hdnet-tech-fze.com
Website: https://hdnet-tech-fze.com