Refund Policy

Effective Date: 27 November, 2024

1. General Refund Terms

Refunds at DocuBay are granted under specific conditions and are not guaranteed. Refund eligibility depends on the type of service purchased, the stage of service delivery, and the unique circumstances of each case. Refunds may only be issued when the service has not been initiated, when errors attributable to DocuBay prevent the service from being completed, or when a government authority denies an application for reasons beyond the user’s control.

It is important to note, however, that government, free zone, or third-party fees incurred during the service process are strictly non-refundable. Services that have been initiated or completed, subscription fees for already billed periods, and payment processing charges imposed by payment gateways are also excluded from refunds. Additionally, custom services designed specifically for the user and delays caused by incorrect or incomplete information provided by the user are not eligible for refunds.

2. Refund Eligibility

To qualify for a refund, users must submit a request within fourteen (14) calendar days of the payment date. Requests submitted after this timeframe will not be entertained. Additionally, the service in question must not fall under the category of non-refundable services, and the user’s account with DocuBay must be in good standing. Any outstanding dues or unresolved violations of the Terms of Service will result in disqualification from refund eligibility.

3. Submitting a Refund Request

To request a refund, users must send an email to support@docubay.ae with the subject line “Refund Request.” The email must include the user’s full name, registered email address, a detailed description of the service purchased, the reason for the refund request, and proof of payment such as a transaction receipt or invoice. Providing comprehensive and accurate information is essential to avoid delays in processing the request.

Once a refund request is submitted, DocuBay will acknowledge receipt of the request within three (3) business days. An internal review will then be conducted to verify the status of the service and assess whether the request meets the criteria for refund eligibility. This review process may include consulting with third-party authorities, where applicable. Users will be notified of the outcome within seven (7) to fourteen (14) business days of submitting all required information.

4. Refund Processing

If a refund request is approved, the refund will be processed using the original payment method. Payments made via credit card will be credited back to the same card, while bank transfers will be refunded to the originating account. For payments made through other methods, DocuBay will ensure the refund is processed via the original payment channel. Users should note that it may take seven (7) to ten (10) business days for the refund to appear in their account, depending on the policies of their financial institution.

5. Subscription Plans

Subscription plans are governed by additional refund conditions. Users who cancel their subscription mid-cycle will not receive refunds for the unused portion of the subscription period. In rare cases, where extenuating circumstances justify a refund, DocuBay may issue a prorated refund based on the remaining period of the subscription.

If a subscription includes a trial period, no refunds will be issued for any charges incurred during or after the trial unless explicitly stated in the promotional terms. Users are encouraged to carefully review the terms of their subscription plan, including any trial offers, before making a purchase.

6. Special Conditions and Exceptions

Refunds are generally not available for government or third-party fees, including but not limited to fees paid to government agencies, free zones, or banks. Additionally, payment processing fees incurred during transactions are strictly non-refundable. Custom services tailored to specific user requirements are also excluded from refunds due to the bespoke nature of these offerings.

Refund requests may be denied if the service has been initiated, processed, or completed, or if delays or errors arise from the user’s failure to provide accurate information. Users must take responsibility for the accuracy of the data submitted and comply with the requirements specified by DocuBay and any relevant third parties.

7. Dispute Resolution

If a user disagrees with the outcome of their refund request, they may escalate the matter by contacting escalation@docubay.ae. DocuBay will conduct an additional review and provide a final decision within five (5) business days. Should the matter remain unresolved, users may pursue legal recourse under UAE law, and any disputes will be subject to the jurisdiction of the courts in Dubai, UAE.