Client Area Add Funds
BIGBANG ITS FZE

Refund Policy

Web hosting and IT solutions in the UAE

At BIGBANG ITS FZE we are committed to providing reliable hosting solutions, advanced IT services, and digital solutions. This Refund & Return Policy sets out the terms governing payments and cancellations: there are no refunds for any of our services. By purchasing any of our services, you acknowledge and agree to the following policy.

1. General Policy

  • No refunds. All payments for BIGBANG ITS FZE services are final and non-refundable. We do not issue full, partial or pro-rated refunds for any service.

  • This applies to all products and services offered by us, as listed in section 2, including hosting, servers, domains, SSL certificates, business email, 3CX and phone services, software licences, and design, development and marketing work.

  • Clients are strongly encouraged to review service descriptions, features, and terms before completing a purchase.

2. Services Covered Under This Policy

This policy applies to all services provided by BIGBANG ITS FZE including but not limited to:

  • Web hosting of all kinds (Shared, WordPress and Reseller Hosting)

  • VPS and Cloud Servers

  • Dedicated Servers

  • Domain Registrations, Renewals and Transfers

  • SSL Certificates

  • Business Email, Microsoft 365 and Google Workspace

  • 3CX Licences, VoIP and Phone Services

  • Software Licences

  • Website Design and Web & Mobile Application Development

  • Digital Marketing Services (SEO, Social Media, Ads, etc.)

  • Physical hardware & equipment (VoIP/IP phones, DECT systems, gateways, session border controllers, expansion modules & 3CX appliances)

3. Hosting & Server Services

  • No Refunds: Payments for hosting of all kinds (Shared, WordPress, Reseller), VPS and cloud servers, and dedicated servers are final and non-refundable.

  • Resource Usage: Clients are responsible for maintaining usage within the allocated server resources. Abuse or misuse may result in suspension or termination without refund.

  • Service Cancellation: Clients may cancel hosting services at any time. The service runs until the end of the period already paid for, and no refund is issued for unused periods.

4. 3CX VoIP Services

  • Payments for 3CX licences, VoIP and phone services, configuration, or subscription plans are non-refundable.

  • Call credits, setup charges, and configuration fees are non-refundable.

5. Digital Marketing Services

  • Payments made for SEO, Social Media Marketing, Google Ads, or any digital marketing campaign are non-refundable as they involve time, resources, and third-party costs.

  • Marketing performance may vary depending on competition, industry, and external factors. We do not guarantee specific rankings, traffic, or results.

6. Web & Mobile Application Development

  • Design and development services (websites, mobile apps, custom software) are non-refundable.

  • Advance payments, milestone payments, and final payments made toward design and development projects are non-refundable.

  • Any cancellation by the client after the project has started will result in forfeiture of all payments made.

7. Hardware & Physical Products (VoIP/IP Phones, DECT Systems, Gateways & 3CX Appliances)

This section applies to all physical hardware and equipment sold by BIGBANG ITS FZE, including but not limited to IP desk phones, DECT phones and base stations, VoIP and analog gateways, session border controllers, expansion modules, and 3CX appliances.

  • All hardware sales are final and non-returnable. Once an order for physical products has been confirmed, dispatched, or delivered, it cannot be returned, exchanged, or refunded — whether opened or unopened — except to the extent of a valid warranty claim as set out below.

  • One (1) year limited warranty. Every device is covered by a limited warranty for a period of twelve (12) months from the date of delivery. During this period, units that fail due to a genuine manufacturing defect in materials or workmanship will, at our sole discretion, be repaired or replaced with the same or an equivalent model. The warranty covers the hardware only and does not include any refund of the purchase price.

  • What the warranty does NOT cover. The warranty is void, and no repair, replacement, or refund will be provided, where the fault or damage results wholly or partly from:

    • customer misuse, mishandling, abuse, tampering, or self-inflicted damage;

    • opening, modifying, disassembling, or attempting to repair the device by the customer or any unauthorized third party;

    • improper, unstable, or incorrect connection to the electrical power supply, use of an incompatible power adapter, power surges or voltage fluctuations, or failure to use appropriate electrical/surge protection;

    • installation, configuration, or use not in accordance with the manufacturer’s instructions;

    • liquid damage, fire, moisture, dust, accident, drops, or exposure to conditions outside the product’s rated specifications;

    • normal wear and tear, cosmetic damage, or consumable parts; or

    • force majeure or any other cause beyond our reasonable control.

  • Customer responsibility. The customer is solely responsible for correctly installing and powering the equipment, including connecting it properly to a stable and compatible electrical supply. Any defect, malfunction, or damage arising from improper power connection or from any of the causes listed above is the sole responsibility of the customer, and BIGBANG ITS shall bear no liability for it. To the maximum extent permitted by law, our total liability in respect of any product is limited to repair or replacement of that product under this warranty and shall not exceed the price paid for it; we shall not be liable for any indirect, incidental, or consequential loss.

  • Making a warranty claim. To request warranty service, contact us at info@its.ae or +971 4 378 2255 with your invoice number and a description of the fault. Products must be returned in their original condition for inspection. If, after inspection, the fault is found to fall outside warranty coverage, any repair, parts, or return shipping will be chargeable to the customer.

8. Shipping & Delivery

  • Free delivery within the United Arab Emirates. Standard delivery of hardware products is provided free of charge to destinations within the UAE.

  • International delivery (outside the UAE). For orders delivered outside the UAE, all shipping, freight, insurance, customs duties, taxes, and any related charges are the sole responsibility of the customer. The delivery cost is calculated according to the customer’s country and destination.

  • Delivery cost agreed after purchase. The exact international delivery cost is agreed after the purchase: our team will contact the customer by email or phone to confirm the destination and to negotiate and agree the applicable delivery charge before the order is dispatched.

  • Risk and delivery times. Risk in the goods passes to the customer upon delivery to the customer or to the carrier nominated by the customer. Delivery timeframes are estimates only and are not guaranteed.

9. Cancellation Terms

  • Clients may cancel services through the client portal or by contacting support.

  • Cancelling stops the next renewal. The service continues until the end of the period already paid for, and no partial or full refund is provided for unused time or resources.

10. No Exceptions

There are no exceptions to this policy: no full, partial or pro-rated refund is issued for any service. If you have a question about a charge or about a service you have paid for, contact us as described in section 14.

11. Dispute Resolution

  • If you believe a payment was made in error, you must contact our billing department within 3 days of the transaction.

  • Charge-backs or payment disputes raised with banks or payment processors without contacting us first may result in immediate suspension or termination of all services.

  • Governing law & jurisdiction. This Refund & Return Policy, and any purchase or dispute arising out of or in connection with it, shall be governed by and construed in accordance with the federal laws of the United Arab Emirates. The courts of the Emirate of Sharjah shall have exclusive jurisdiction to settle any dispute that cannot first be resolved amicably.

12. Final Disclaimer

By purchasing any service from BIGBANG ITS FZE you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.
We encourage clients to clarify all service-related questions with our sales or support team before completing any order.

Nothing in this policy limits any right you have under mandatory consumer protection law that cannot be excluded by contract.

13. Payments in Cryptocurrency

Invoices paid in cryptocurrency are covered by this policy in the same way as any other payment method: the payment is final and non-refundable, it cannot be reversed, and network fees are borne by the sender. See section 14, “Payments in Cryptocurrency”, of our Terms of Services.

14. Contact Us

For questions about this Refund Policy, an invoice or a charge, open a ticket from the client portal at portal.its.ae or contact us at: info@its.ae or +971 4 378 2255

 

Get A Quote

Do you Have a special request? Are not sure about what suits your business! just drop your message

Subscribe