Refund Policy

This policy applies to mobile application development, website design and development, and digital advertising services supplied by DESERT COMPANY LLC through desert-company.com, including payments against our quotations, invoices and payment links. These are services delivered electronically; physical returns and return shipping do not apply.

Registered address: Sharjah Media City (Shams), Al Messaned, Al Bataeh, Sharjah, United Arab Emirates.
Customer service: office@desert-company.com · +971 585 480 893.
Contact hours: daily, 09:00–17:00 UAE time (UTC+4).

Your accepted quotation, statement of work or service agreement (the Order) defines the scope, price, milestones and delivery dates. This policy forms part of our Terms and Conditions. It applies when supplied before you accept the Order; later changes do not retrospectively reduce your rights.

Mandatory consumer rights, statutory guarantees and payment dispute rights remain unaffected. A deposit or advance payment is a payment towards the service, not automatically a non-refundable fee. Any more favourable refund promise in your Order will be honoured. A business day means Monday to Friday, excluding UAE public holidays.

Before work starts: we refund the payment in full, less only eligible third-party costs under section 4 that you authorised us to incur before cancellation.

After work starts: we refund the unused balance after deducting work properly performed before we received your cancellation and eligible third-party costs. Completed work is valued using agreed milestone prices or agreed rates and documented time. A partly completed fixed-price milestone is charged only proportionately to work actually performed, with an itemised explanation, and never above that milestone's price.

We do not retain payment for unperformed work or lost future profit. We take reasonable steps to stop further costs after cancellation. Deductions are not counted twice and cannot exceed the amount paid when calculating the refund.

After proper completion: a change of mind alone does not entitle you to a refund for services already correctly delivered. Rights concerning defects, non-delivery or other legal grounds remain available under section 5.

A third-party cost may be retained on a voluntary cancellation only if it was identified and approved before purchase, its relevant cancellation terms were disclosed, it was actually incurred for your Order and it cannot reasonably be recovered. Examples include a domain registration, a project-specific software licence, hosting or an advertising placement. We provide an itemised account on request and pass on any later recovery relating to an amount retained from you.

Advertising management fees and media spend are accounted for separately. Advertising already delivered and correctly charged by a platform is generally consumed spend. We refund unspent funds held by us, after any eligible commitments are accounted for. For unused funds already with a platform, we seek recovery under its disclosed terms and pass back recovered funds. A non-recoverable platform balance may be retained only if you authorised the commitment and its restriction was disclosed in advance.

Platform restrictions do not remove remedies owed for our own failure. Where you pay a platform directly, its refund process applies to that direct payment; we remain responsible for our own services.

If we fail to provide the service or it does not meet the agreed requirements, contact us with the details. You may request the applicable remedy, including proper re-performance, a proportionate refund or a full refund where required by law. We will not require you to accept re-performance instead of a refund where the law gives you that choice.

If we cancel or cannot deliver, we refund the undelivered portion. A full refund is due where required, including where the service supplied has no usable value because of our failure. The voluntary-cancellation deductions in sections 3 and 4 do not limit these remedies. We correct confirmed duplicate charges and overpayments in full for the excess amount.

Sales, traffic, rankings, leads and app-store approval are not guaranteed unless expressly agreed. Disappointing results alone do not establish a defect where the agreed service was properly performed; this does not excuse errors or failure to meet our commitments.

You may cancel future maintenance, support or advertising management by email. Any agreed notice period must have been disclosed before payment. Services already properly supplied remain payable; prepaid unused services are refunded under this policy. There is no automatic forfeiture of the remaining balance. A single payment does not authorise recurring debits.

Email office@desert-company.com with your name, Order or invoice reference, payment date and amount, reason for the request, and any relevant evidence. If email is unavailable, call +971 585 480 893 and we will help record your request. Contact us promptly; this is not a shortened legal claim period.

We may request information reasonably needed to identify the transaction or assess the issue. Never send a full card number, security code, PIN or one-time password by email or messenger.

Acknowledgement: within 2 business days of receipt.
Assessment: we aim to provide a written decision and calculation within 7 business days. If essential information is missing or further investigation is needed, we explain the reason and give the next update date within that period.
Initiation: an approved refund is submitted to the payment provider within 5 business days of approval, or sooner if the law requires.

These are our service commitments, not a guarantee of the issuer's crediting time. Your bank or wallet provider controls when a submitted refund appears. We confirm the refund amount, submission date, reference and any available posting estimate. If it is not visible after 10 business days, contact us for a trace. Any mandatory shorter deadline takes priority.

Refunds are made through the original payment method and in the original transaction currency. Card payments are refunded to the original card, and wallet payments to the original wallet. We do not replace a card or wallet refund with cash, another person's account or another payment method. If the original instrument is closed, expired or replaced, we coordinate with the provider and issuer through their approved refund process.

We do not deduct card-processing or refund-processing fees, or add an administration penalty, to an eligible refund. Your bank's currency conversion or charges may affect the amount shown in your account currency. Refunds cannot exceed the original amount collected, less any refund or reversal already made.

For complaints, contact our customer service above. Where a payment was processed by Botim Money, questions about our service, payment or refund must be directed to us, not Botim Money customer support. Your right to contact your issuer or a competent authority remains unaffected. Tell us if a bank dispute is already open so we can coordinate the refund and avoid duplicate reimbursement; no waiver of dispute rights is required.