Client Area
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 outlines the terms and conditions governing refunds and cancellations. By purchasing any of our services, you acknowledge and agree to the following policy.

1. General Policy

  • All sales are final. Once a service has been purchased, activated, or delivered, no refunds or returns will be issued under any circumstances.

  • This applies to all products and services offered by us, including hosting plans, VoIP solutions, digital marketing, and development projects.

  • 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:

  • Shared Hosting

  • VPS Hosting

  • Dedicated Hosting

  • Reseller Hosting

  • 3CX VoIP Services

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

  • Web & Mobile Application Development

  • Domain Registration & Business Email Services

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

3. Hosting & Server Services

  • No Refunds: Once hosting (Shared, VPS, Dedicated, Reseller) is provisioned and activated, refunds will not be granted.

  • 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, but no pro-rated refunds will be issued for unused periods.

4. 3CX VoIP Services

  • Payments for 3CX VoIP licensing, configuration, or subscription plans are non-refundable once activated.

  • 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

  • Development services (websites, mobile apps, custom software) are non-refundable once initiated.

  • Advance payments, milestone payments, or final payments made toward development projects will not be refunded under any circumstances.

  • 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 +1 (667) 222-1616 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.

  • Cancellation only stops future billing; no partial or full refunds are provided for unused time or resources.

10. Exceptional Circumstances

Refunds will only be considered if:

  • BIGBANG ITS FZE fails to deliver the purchased service as described, and

  • The client provides written notice within 24 hours of purchase, and

  • After investigation, it is confirmed that the service was not provisioned or delivered due to a fault on our end.
    ⚠️ In such cases, refunds (if any) are solely at the discretion of management and may exclude setup fees, third-party costs, and transaction charges.

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.

13. Payments in Cryptocurrency

Invoices paid in cryptocurrency are covered by this policy in the same way as any other payment method, and additional rules apply to them: the payment is final and cannot be reversed, network fees are borne by the sender, an approved refund is issued as account credit by default, and any external refund goes only to the wallet the payment came from. See section 14, “Payments in Cryptocurrency”, of our Terms of Services.

14. Contact Us

For questions about this Refund Policy or assistance with a refund request, please contact us at: info@its.ae or +1 (667) 222-1616

 

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