Refund & Cancellation Policy

Introduction

This Refund & Cancellation Policy (the “Policy”) explains how Prodigioux (“Prodigioux”, “we”, “us” or “our”) handles cancellations and refund requests. It forms part of our Terms & Conditions. Terms defined in the Terms & Conditions, such as “Agreement” and “Client”, have the same meaning in this Policy.

Nothing in this Refund & Cancellation Policy limits any mandatory rights or remedies available under applicable UAE law.

Scope of the Policy

This Policy applies to all services purchased from Prodigioux, whether ordered through our Website, by accepting a proposal or quotation, or under a signed service agreement.

If a signed Agreement contains specific cancellation or refund terms, those terms apply together with this Policy, and the signed Agreement prevails in case of conflict, except where applicable law provides otherwise.

Service Payments

Our fees pay for professional time, expertise, planning and production. Because much of this work begins as soon as a project is scheduled, the amount that may be refunded depends mainly on how much work has been performed and which costs have already been incurred.

Advance Payments

Advance payments and deposits secure your place in our schedule and cover initial planning and set-up work. They are applied towards the total fees for the Agreement.

Whether an advance payment can be refunded depends on the stage the work has reached when you cancel, as described in Sections 5 to 7.

Cancellation Before Work Begins

If you cancel in writing before any work has begun on your project or service, a refund of the amount paid may be available, less any non-recoverable payment processing fees and any third-party expenses already incurred on your behalf.

Cancellation After Work Has Started

Once work has started, you may still cancel in writing. In that case, the amounts corresponding to work already performed up to the date we receive your cancellation are not refundable, and third-party costs already incurred remain payable.

Any remaining balance of amounts you have paid, for work not yet performed, will be assessed in accordance with Sections 25 and 26.

Work Already Completed

Work that has already been approved, delivered or completed is normally chargeable, including drafts, concepts, strategies, shoots, edits, designs, development work, reports and campaign set-up.

Monthly Retainer Services

Retainer services (such as social media management, advertising management, SEO or ongoing content creation) are billed per service period, usually monthly and in advance.

You may cancel a retainer by giving written notice in accordance with the notice period stated in your Agreement. Cancellation takes effect at the end of the notice period or at the end of any minimum contract period, whichever is later. Fees for a service period that has already started are not refundable for the part of the period already delivered.

Minimum Contract Periods

Where your Agreement includes a minimum contract period, typically three (3) months for recurring marketing services, the fees for the full minimum period remain payable if you cancel before it ends, unless the Agreement provides otherwise or the cancellation is caused by a matter attributable to Prodigioux (see Section 23).

Website Projects

Website projects are usually delivered in stages, such as planning, design, development, content integration and launch. If you cancel, you are charged for the stages completed and for work performed in the current stage, together with any third-party costs incurred.

Any completed work that has been paid for can be handed over to you on request, subject to Section 28 of our Terms & Conditions.

Design and Branding Projects

For design and branding projects, work is considered started once research, concept development or design work has begun. Concepts and designs that have been presented to you are chargeable, even if you choose not to proceed with them.

Photography / Videography / Production

Production work involves pre-production planning, booking of crew, equipment, locations, studios and talent. If you cancel or reschedule a shoot, you are responsible for pre-production work already performed and for any booking costs that cannot be recovered from the relevant suppliers.

Once a shoot has taken place, the shoot fee is chargeable. Editing and post-production work already performed is also chargeable.

Social Media Management

Social media management is provided as a recurring service under Section 8. Content that has been planned, created or published during the current service period is chargeable. Unused content slots do not normally carry over to later periods unless agreed in writing.

Advertising Campaign Management

Campaign management fees cover strategy, set-up, monitoring, optimisation and reporting. Set-up work already performed and management fees for the current service period are not refundable once the service period has started, except as described in Section 23.

Advertising Spend

Advertising spend paid to Meta, Google, TikTok or any other advertising platform is controlled and charged by that platform. Once advertising spend has been spent or committed to the platform, it is not refundable by Prodigioux.

If you have funded advertising spend through Prodigioux and part of that budget has not yet been spent or committed at the time of cancellation, we will return the unspent amount to you, less any non-recoverable fees, to the extent we can recover it from the platform.

Third-Party Costs

Costs paid to third parties on your behalf, such as stock assets, licences, external services and production suppliers, are non-refundable to the extent that Prodigioux cannot recover them from the supplier. Where a supplier issues a refund or credit, we will pass it on to you.

Domains and Hosting

Domain registrations, renewals and hosting plans are purchased from third-party providers and are generally non-refundable once purchased, to the extent that the provider does not allow cancellation or refund. Domains registered for you will remain registered in your name where reasonably possible.

Software / Plugins / Licences

Software, plugin, theme and other licences purchased for your project are subject to the vendor's refund terms. They are non-refundable to the extent that the vendor does not provide a refund to Prodigioux.

Printing and External Production

Printing and other external production orders are non-refundable once they have been sent to the supplier for production, to the extent that the supplier does not accept cancellation. Printing is carried out based on artwork approved by you, so errors in approved artwork are not grounds for a refund.

Client Delays

Delays caused by you, such as delays in providing feedback, content, materials or payment, do not by themselves entitle you to a refund. Where a project is delayed for an extended period, we may reschedule the remaining work and may invoice for work completed to date, as described in our Terms & Conditions.

Missing Information / Approvals

If we are unable to proceed because content, credentials, account access, information or approvals have not been provided, this does not by itself entitle you to a refund. We will let you know what is needed so the work can continue.

Failure to Attend a Scheduled Shoot or Appointment

If you do not attend, or are not ready for, a scheduled shoot, meeting or appointment without giving reasonable notice, the time reserved and any costs already incurred (such as crew, equipment, studio or location bookings) may be charged, and rescheduling may be subject to availability and additional fees.

Service Defects / Failure to Deliver

If we fail to provide an agreed service, or a deliverable does not materially meet the specifications in the Agreement, due to a matter attributable to Prodigioux, please tell us in writing as soon as possible. We will provide an appropriate remedy, which may include correction, re-performance, a partial refund or a full refund, as required by the Agreement or by applicable UAE law.

Re-performance / Corrections

Where a problem can reasonably be fixed, our first step will normally be to correct or re-perform the affected work within a reasonable time and at no additional cost to you. This does not replace any other remedy you may be entitled to under applicable UAE law.

Partial Refunds where Appropriate

A partial refund may be appropriate, for example, where:

• you cancel after work has started and have paid for work that has not yet been performed;
• part of the agreed services was not delivered due to a matter attributable to Prodigioux; or
• correction or re-performance is not possible or not accepted within a reasonable time.

The amount will reflect the value of the services not delivered, less third-party costs already incurred.

Full Refunds where Legally Applicable

A full refund will be provided where it is required by the Agreement or by applicable UAE law, including where you cancel before any work begins (less non-recoverable processing fees and third-party costs, as described in Section 5), or where we are unable to provide the services at all for reasons attributable to Prodigioux.

Refund Request Procedure

To request a refund or cancel a service, please email info@prodigioux.com with:

• your name and company name;
• the invoice, order or Agreement reference;
• the service concerned; and
• the reason for your request and any supporting details.

We will acknowledge your request and respond with our assessment within a reasonable time.

Refund Processing

Approved refunds are normally made using the original payment method. Where this is not possible, we will agree an alternative method with you. Once a refund has been processed by us, the time it takes to reach your account depends on your bank or payment provider.

Payment Processor Fees

Fees charged by banks and payment processors for the original payment or for the refund, such as card processing and currency conversion fees, may be deducted from a refund where they cannot be recovered, except where the refund is due to a matter attributable to Prodigioux or where applicable law provides otherwise.

Chargebacks and Payment Disputes

If you have a concern about a payment, please contact us first so we can try to resolve it quickly. If a chargeback or payment dispute is raised, we may provide the payment provider with relevant information, such as the Agreement, delivery records and communications, and we may pause the affected services while the dispute is being reviewed.

This does not affect your right to use any dispute process offered by your bank or payment provider.

UAE Consumer Rights

If you are a consumer, you may have rights under UAE consumer protection and electronic commerce legislation that cannot be excluded or limited by contract. This Policy does not affect those rights.

Nothing in this Refund & Cancellation Policy limits any mandatory rights or remedies available under applicable UAE law. If you are not satisfied with how we handle your request, you may also contact the competent consumer protection authority in the UAE.

Contact Information

For cancellations, refund requests or questions about this Policy, please contact us:

• CompanyProdigioux
• Emailinfo@prodigioux.com
• Phone+971 50 408 8116
• Websiteprodigioux.com