Refund and Cancellation Policy

REFUND AND CANCELLATION POLICY
www.dvngrind.com
Effective Date: 1st December 2024
At DVN GRIND - FZCO ("Company," "we," "us," or "our"), we are committed to maintaining transparency regarding our services, pricing, and payment processes. This Refund and Cancellation Policy outlines the conditions under which refunds and cancellations are applicable for services rendered by DVN GRIND. By engaging our services, you ("Client," "User," or "you") agree to the terms set forth below.

This policy complies with UAE regulations and industry-standard practices for software development and IT services, ensuring fairness for all parties involved.
1. Scope of Policy
This Refund and Cancellation Policy applies to all services offered by DVN GRIND, including but not limited to:
  • Software Development Services
  • Artificial Intelligence (AI) and Data Engineering Solutions
  • UI/UX Design Services
  • Blockchain and FinTech Solutions
  • Digital Marketing and Consulting Services
  • Quality Assurance and Maintenance Services
It covers payments made via cryptocurrency and traditional payment methods (credit/debit cards, bank transfers) in relation to project milestones and service agreements.
2. General Refund Conditions
Refunds may be granted under the following conditions:
  • 2.1 Cancellation by the Client Before Work Commences
  • If the Client cancels the project before any work has begun, a refund may be issued for any prepaid amount, minus any administrative fees incurred during the onboarding process (e.g., payment processing or contract setup costs).
  • Written notice of cancellation must be sent to support@dvngrind.com or communicated via the agreed project communication channel.
  • 2.2 Cancellation During Project Milestones
  • If the Client cancels the project after work has commenced but before the milestone is completed, no refund will be issued for the milestone in progress. This is due to the allocation of resources and efforts expended up to that point..
  • Future milestones not yet initiated may be eligible for refunds, depending on the stage of the project and contractual terms.
  • 2.3 Non-Delivery of Agreed Services
  • If DVN GRIND is unable to deliver services or achieve the agreed milestone due to circumstances within the Company’s control, the Client is eligible for a refund for the affected milestone(s).
  • This does not include delays caused by external factors, such as incomplete inputs or approvals from the Client, third-party dependencies, or force majeure events (see Section 6).
  • 2.4 Cryptocurrency Payment Refunds
  • Refunds for payments made via cryptocurrency will be processed in USD or AED equivalents based on the exchange rate at the time of payment, minus any transaction fees or conversion charges incurred.
  • Refunds for payments made via cryptocurrency will be processed in USD or AED equivalents based on the exchange rate at the time of payment, minus any transaction fees or conversion charges incurred.
3. Non-Refundable Conditions
Refunds will not be provided under the following circumstances:
  • 3.1 Completed Milestones or Delivered Services
  • Payments for milestones that have already been completed or for services that have already been delivered are non-refundable. This includes design handovers, development work, or any deliverables provided to the Client.
  • 3.2 Change of Mind
  • Refunds will not be issued if the Client decides to discontinue the project or service after work has begun for reasons unrelated to the Company’s performance or deliverables.
  • 3.3 Failure to Provide Timely Feedback
  • Delays or dissatisfaction resulting from the Client’s failure to provide timely feedback, approvals, or deliverables necessary for project progress are not eligible for refunds.
  • 3.4 Third-Party Tools or Licenses
  • Costs related to third-party tools, software, or services (e.g., hosting, APIs, or SaaS subscriptions) purchased on behalf of the Client are non-refundable.
4. Cancellation Policy
  • 4.1 Client-Initiated Cancellations
  • The Client must submit a written request for cancellation at least 7 business days before the next milestone or phase is scheduled to begin. Failure to provide sufficient notice may result in forfeiture of payments for that milestone.
  • 4.2 Company-Initiated Cancellations
  • DVN GRIND reserves the right to cancel a project or service agreement under the following circumstances:
  • Non-payment or delayed payments from the Client.
  • Breach of material terms outlined in the service agreement or Terms and Conditions.
  • Discovery of illegal, unethical, or prohibited activities related to the Client’s project.
If DVN GRIND cancels a project for reasons not attributable to the Client, a refund may be issued for prepaid milestones not yet initiated.
5. Refund Process
  • 5.1 Requesting a Refund
  • Refund requests must be submitted in writing to support@dvngrind.com with detailed reasoning for the refund request.
  • Refund requests will be reviewed and processed within 15 business days from the date of receipt.
  • 5.2 Refund Method
  • Refunds will be issued using the same payment method used for the original transaction (e.g., cryptocurrency refunds processed back in USD or AED equivalents, bank transfers to the originating account).
  • All applicable transaction fees, conversion charges, and administrative costs will be deducted from the refunded amount.
  • 5.3 Chargebacks
  • Clients are advised to address any service-related concerns with DVN GRIND before initiating a chargeback through their payment provider.
  • Initiating a chargeback without prior communication may result in service suspension and disqualification from future refunds or service engagements.
  • Fraudulent chargeback claims will be contested, and DVN GRIND reserves the right to seek compensation for associated costs.
6. Force Majeure
No refunds will be issued if services are delayed or disrupted due to force majeure events beyond the reasonable control of DVN GRIND, including but not limited to:
  • Natural disasters (e.g., earthquakes, floods, hurricanes).
  • Acts of war, terrorism, or civil unrest.
  • Government restrictions or regulations.
  • Cyberattacks, technical failures, or utility outages.
In such cases, timelines may be adjusted, and both parties will work in good faith to resume the project.
7. Cryptocurrency-Specific Terms
  • 7.1 Volatility Disclaimer
  • Due to the fluctuating nature of cryptocurrency values, all payments made in cryptocurrency will be converted into USD or AED equivalents at the time of payment for accounting purposes. Refunds will reflect the USD/AED amount paid, not the cryptocurrency value at the time of refund.
  • 7.1.1 Prominent Disclaimer
  • A disclaimer regarding cryptocurrency volatility and refund terms will be displayed prominently during the checkout process to ensure transparency.
  • 7.2 Conversion Rates
  • For all cryptocurrency transactions, Binance exchange rates at the time of the original payment will be used to determine the equivalent USD or AED amount.
  • Refunds will be processed based on this original conversion rate, and any applicable transaction fees or deductions will be applied accordingly.
8. Dispute Resolution
In the event of a disagreement regarding refunds or cancellations:
  • The Client and DVN GRIND agree to engage in good-faith negotiations to resolve the dispute amicably within 30 days.
  • If no resolution is reached, disputes will be subject to arbitration under the Dubai International Arbitration Centre (DIAC) in accordance with UAE law.
9. Contact Information
If you have any questions, concerns, or wish to initiate a refund or cancellation request, please contact us:
  • Email: support@dvngrind.com
  • Address: 14292 IFZA DDP Building A1, Silicon Oasis, Dubai, UAE