Refunds & Cancellation Policy

This Refunds & Cancellation Policy forms part of the DocuBay Terms of Service and applies to your use of the DocuBay platform, subscriptions, and any services requested, purchased, or coordinated through DocuBay.

DocuBay is committed to fair dealing and transparent commercial practices. Where consumer protection laws apply, we will comply with applicable legal requirements and we will not rely on unfair contractual terms.

1) What this policy covers

This policy explains when cancellations are permitted and when refunds or credits may be issued, in relation to:

1. DocuBay subscriptions (e.g., Compliance Core / Compliance Pro and similar plans).
2. DocuBay-delivered services (where DocuBay is the named service provider under its trade license and performs the service directly).
3. Vendor-delivered services (where a third-party licensed provider performs the service, even if payment is collected through DocuBay).
4. Third-party charges, including government fees, authority fees, courier fees, medical fees, typing center fees, and any other external charges that are outside DocuBay's control.

2) Key definitions

For clarity in this policy:

• "Subscription Fees" means fees paid for access to DocuBay plans and platform features.
• "Service Fees" means fees paid for a specific request or service (whether delivered by DocuBay or a vendor).
• "Government / Authority Fees" means official charges required by UAE or foreign authorities and regulators (including portal payments).
• "Vendor" / "Service Provider" means a third-party provider who delivers services to you, introduced and coordinated through the DocuBay platform.
• "Commenced" means any material work has started, including (without limitation) onboarding, document review, drafting, translation, preparation, submission, booking, uploading to portals, or liaison with a bank/authority/vendor.

3) General principles (how refunds work at DocuBay)

Refunds are assessed using three practical rules:

4) Subscription cancellations and refunds

4.1 Cancelling your subscription

You may cancel your subscription at any time through your account settings (or by contacting DocuBay support). Cancellation will generally take effect at the end of your current billing cycle, unless stated otherwise at checkout or in your enterprise agreement.

4.2 Refunds for subscription fees

Unless required by applicable law, subscription fees are non-refundable once charged, because you receive immediate access to platform features, compliance tracking, and digital tools upon activation.

However, DocuBay may, at its discretion, provide a pro-rated credit or a partial refund in limited cases such as:

• duplicate billing caused by a platform error;
• payment taken after confirmed cancellation due to a technical issue;
• an exceptional case approved by DocuBay after review.

For annual plans or enterprise arrangements, any refunds (if offered) will be governed by your signed order form or commercial terms.

5) Service cancellations and refunds (DocuBay-delivered services)

Where DocuBay is providing the service directly (for example, certain corporate services, licensing support, renewals, modifications, permits, or government coordination delivered under DocuBay's license), the following applies:

5.1 Cancellation before work commences

If you request cancellation before any work has commenced, DocuBay may approve cancellation and issue a refund of Service Fees paid, minus any non-refundable third-party charges (if already incurred).

5.2 Cancellation after work commences

If work has commenced, cancellation may be possible only if the process can be stopped at that stage. If it can be stopped, refunds may be:

• not available, or
• partial, depending on work completed and third-party costs already incurred.

5.3 Submissions and authority filings

Once a filing has been submitted, a portal payment has been made, or an authority workflow has been initiated, refunds are generally not possible for the portion already submitted/paid, because the process is controlled by the authority and cannot be "undone" by DocuBay.

6) Service cancellations and refunds (Vendor-delivered services)

Where a vendor is delivering the service (e.g., legal translation, attestations, insurance, tax, audit, banking facilitation, legal advisory, litigation support, wills through the relevant licensed provider, etc.):

6.1 DocuBay's role

DocuBay acts as a platform facilitator and coordinator. The vendor is responsible for delivery and professional execution within its licensing scope.

6.2 Cancellation rules

Cancellation depends on:

• whether the vendor has commenced work;
• whether the request has reached an authority/portal/appointment stage; and
• whether third-party fees have been paid.

If cancellation is possible, any refund will be limited to the amount actually paid, less:

• vendor work already completed (where applicable);
• non-refundable third-party charges; and
• payment gateway fees (where applicable and permitted).

6.3 Vendor non-performance

If a vendor fails to deliver due to proven non-performance (and not due to authority decisions, incomplete client documents, or client delays), DocuBay will support escalation and resolution, which may include a refund, a credit, re-performance, or reassignment—depending on the facts and the stage of work.

7) Non-refundable items (important)

The following are typically non-refundable, except where required by applicable law or where DocuBay explicitly approves otherwise:

1. Government / authority fees once paid.
2. Typing center / medical / Emirates ID / visa portal / courier fees already incurred.
3. Any service component that has already been submitted, booked, registered, or filed.
4. Any service where professional work has been completed and delivered (e.g., completed translations/drafts, completed submissions, completed filings).

8) Chargebacks and payment disputes

If you initiate a chargeback with your bank without first giving DocuBay a reasonable opportunity to investigate and resolve the issue, DocuBay may suspend your account and related requests while the dispute is reviewed.

Where a chargeback occurs:

• If the chargeback is due to a DocuBay platform/payment error, DocuBay will take responsibility and work with you to resolve it.
• If the chargeback is due to vendor non-performance and is validated, the vendor may be responsible for reimbursing the paid amount for that service component (as applicable).
• If services were delivered, commenced, or third-party fees were incurred, DocuBay may contest the chargeback using service logs, submissions, timestamps, and evidence of work performed.

9) How refunds are issued and timing

Refunds (if approved) are issued to the original payment method where possible. If not possible, DocuBay may issue platform credit or an alternative method, subject to compliance checks.

Typical processing time:

• DocuBay review and confirmation: 5-7 business days
• Payment processor/bank posting: typically 5 to 14 business days (varies by bank and country)

10) What we need from you (to process a cancellation/refund request)

To assess your request fairly, we may ask for:

• your request/application reference number;
• proof of payment;
• written confirmation of what you want cancelled;
• relevant correspondence and documents; and
• confirmation of whether any authority payments or submissions were made.

11) Policy updates

DocuBay may update this policy from time to time to reflect platform changes, vendor onboarding, payment flow changes, or legal requirements. The latest version will be published on our website and/or within the platform. Continued use of the platform after updates constitutes acceptance of the revised policy.