Refund Policy

1. Introduction

BIGBANG Information Technology Solutions is committed to customer satisfaction and transparency. This Refund Policy outlines the conditions under which refunds are provided for the services we offer, including shared hosting, VPS hosting, dedicated hosting, reseller hosting, 3CX VOIP, digital marketing services, web and mobile application development, domain sales, IPTV, and business email services.

2. General Refund Conditions

Refunds are subject to the following conditions:

• Eligibility: Refund requests must be made within the specified refund period for each service. Refunds are issued only to the original purchaser and are non-transferable.
• Pro-Rated Refunds: Refunds may be issued on a pro-rated basis depending on the service type and the time elapsed since purchase.
• Non-Refundable Fees: Fees such as setup fees, domain registration/renewal fees, custom development costs, and any third-party charges are non-refundable.

3. Service-Specific Refund Policies

a. Shared Hosting, VPS Hosting, and Reseller Hosting

• 30-Day Money-Back Guarantee: New accounts for shared hosting, VPS hosting, and reseller hosting are eligible for a full refund if requested within the first 30 days of service.
• Renewals: Refunds for service renewals must be requested within 48 hours of the renewal date. Beyond this period, no refunds will be issued.
• Cancellation: After the 30-day guarantee period, a pro-rated refund may be available for cancellations, excluding any non-refundable charges.

b. Dedicated Hosting

• 14-Day Money-Back Guarantee: New dedicated hosting accounts are eligible for a full refund if requested within the first 14 days.
• No Refund on Setup Fees: Setup fees associated with dedicated hosting are non-refundable.
• Cancellation: After the 14-day guarantee period, a pro-rated refund may be offered based on the unused portion of the service term.

c. 3CX VOIP Services

• No Refund Policy: Due to the nature of 3CX VOIP services, no refunds are provided once the service is activated. We encourage you to reach out to our support team for any issues you encounter.

d. Digital Marketing Services

• Project-Based Refunds: Refunds for digital marketing services are assessed individually. A partial refund may be available if a project has not yet commenced or significant work has not been done.
• Campaign Termination: If a campaign is terminated before its scheduled completion, a pro-rated refund may be granted based on the remaining budget, excluding service fees and third-party costs.

e. Web and Mobile Application Development

• Milestone-Based Refunds: Refunds for development projects are based on milestones. If a project is canceled before a milestone is completed, a partial refund may be provided for work not yet performed.
• Non-Refundable Deposits: Deposits or upfront payments for development projects are non-refundable once work has commenced.

f. Domain Sales

• Non-Refundable: Domain registration, renewal, and transfer fees are non-refundable once processed. This applies to new purchases and renewals.
• Grace Period Exceptions: A refund may be available within the ICANN grace period if a domain registration fails due to technical issues, subject to the domain registrar’s policies.

g. IPTV Services

• No Refund Policy: IPTV services are non-refundable once the service is activated. However, if you experience technical difficulties, please contact our support team for assistance.

h. Business Email Services

• 14-Day Money-Back Guarantee: New business email service accounts are eligible for a full refund if requested within the first 14 days.
• Renewals: Refunds for renewals must be requested within 48 hours of the renewal date. No refunds are available after this period.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Submit a refund request through our customer support team via email at info@big-bang.ae or through our support portal.
2. Provide Details: Include your account information, service details, and the reason for the refund request.
3. Review Process: Our team will review your request and respond within 5-7 business days.
4. Refund Issuance: If approved, refunds will be issued to the original payment method within 10 business days. If the original payment method is no longer available, alternative arrangements will be made.

5. Exclusions

Refunds will not be issued in the following circumstances:

• Violation of Terms of Service: No refunds will be provided if your account or service was terminated due to a breach of our Terms of Service or Acceptable Use Policy.
• Third-Party Services: Services provided by third parties resold through our platform are subject to the refund policies of the respective third parties.
• Chargebacks: Initiating a chargeback without first contacting us to resolve the issue may result in account suspension or termination, and any refunds will be at our discretion.

6. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. We encourage you to review this policy periodically.

7. Contact Us

For questions about this Refund Policy or assistance with a refund request, please contact us at: info@big-bang.ae