Refund & Cancellation Policy

Overview

This policy outlines the terms under which IT City Digital Solutions ("we," "us," or "our") handles cancellations, refunds, and disputes. We aim to be fair and transparent in all financial matters, and we encourage clients to contact us early if they have any concerns about a project or service.

Project Cancellation

Cancellation by the client

• Cancellations must be submitted in writing to info@itcity.ae.
• If cancelled within 48 hours of signing and before any work has commenced, a full refund of any deposit paid will be issued.
• If work has commenced, the client will be invoiced for all work completed to the date of cancellation. Any deposit paid will be applied against this amount, and any remaining balance will either be refunded or invoiced accordingly.
• For retainer agreements, cancellation requires 30 days' written notice. Fees for the current notice period are non-refundable.

Cancellation by IT City

IT City reserves the right to cancel a project or service agreement in the event of non-payment, breach of contract, or circumstances beyond our control. In such cases, we will refund any amounts paid for work not yet completed.

Refund Eligibility

• Refunds are assessed on a case-by-case basis based on the stage of work completed.
• Completed and delivered work is not eligible for refund unless IT City has failed to deliver the agreed scope.
• Third-party costs (e.g. ad spend, domain registrations, platform fees) are non-refundable once committed.
• Refunds are not issued for dissatisfaction with creative direction after client-approved revisions have been completed.

Refund Process

Approved refunds are processed within 10–14 business days to the original payment method. IT City is not responsible for delays caused by banking institutions. For any queries regarding a refund, please contact us at info@itcity.ae.

Disputes

We encourage clients to contact us directly to resolve any disputes before escalating to formal channels. If a dispute cannot be resolved through direct discussion, it shall be referred to mediation in Dubai, UAE, before any legal proceedings are initiated. These terms are governed by the laws of the UAE and the courts of Dubai have exclusive jurisdiction.

Changes to This Policy

IT City reserves the right to update this policy at any time. The most current version will always be available on this page.