Refund Policy
Last updated: August 2026
Sapphire Core Consultancy - FZCO provides bespoke professional services — digital marketing, IT consultancy and management consultancy — rather than off-the-shelf products. Because every engagement is scoped to a specific client, refunds are handled differently from a retail purchase. This policy explains when a refund applies and how to request one.
Deposits and setup fees
An initial deposit or setup fee secures your engagement and covers onboarding, discovery and the initial allocation of time. Once work has commenced, deposits and setup fees are non-refundable. If, exceptionally, we have not yet started any work within 7 days of receiving your deposit, you may request a full refund.
Project-based engagements (fixed-scope work)
For fixed-scope projects — such as a website build, a technical SEO audit or a market-entry advisory package — fees are tied to project milestones set out in your proposal. Milestones that have been completed and delivered are non-refundable. If you cancel before a milestone is completed, any portion of prepaid fees not yet attributable to completed work is refunded, less any third-party costs already incurred on your behalf.
Monthly retainers (ongoing marketing and consultancy services)
Ongoing services such as SEO, content marketing or paid media management are billed in advance for the upcoming period. Because work begins immediately at the start of each billing period, fees for the current period are non-refundable once that period has started. You may cancel future billing periods at any time, with cancellation taking effect at the end of the period already paid for — no further charges will apply after that.
Third-party and pass-through costs
Costs paid to third parties on your behalf — advertising spend (e.g. Google Ads, Meta Ads), domain registrations, software licences, or hosting fees — are non-refundable once incurred, as these amounts are generally not recoverable from the third party. We only pass through costs actually spent; unspent ad budget held on your behalf is not a fee to us and is handled per the relevant platform's own terms.
Software and IT development projects
Custom software and web development work is invoiced against agreed milestones (e.g. design approval, staging delivery, production launch). A milestone is considered delivered once you have received and had a reasonable opportunity to review the corresponding output. Delivered milestones are non-refundable; undelivered, not-yet-started milestones are refundable in full if the engagement is cancelled.
Circumstances that qualify for a refund
You are entitled to a refund of the applicable non-delivered portion of your fees if: (a) we fail to deliver the agreed scope of work without a valid reason, (b) we are unable to begin an engagement after accepting your deposit, or (c) both parties agree in writing to terminate the engagement early with a refund.
How to request a refund
Email info@sapphirecoredigital.com with your invoice or engagement reference and the reason for your request. We aim to acknowledge refund requests within 2 business days and resolve them within 10 business days. Approved refunds are returned using the original payment method where possible.
Chargebacks and disputes
If you have a concern about a charge, please contact us directly first — most issues can be resolved faster this way than through a bank or card dispute. Initiating a chargeback without first contacting us may delay resolution.
Changes to this policy
We may update this Refund Policy from time to time. The version in effect at the time you accept a proposal or engagement agreement is the version that applies to that engagement.
Governing law
This policy is governed by the laws applicable in the Dubai Integrated Economic Zones Authority (DIEZA) and the United Arab Emirates.
Contact
For refund requests or questions about this policy, please contact us using the details on our Contact page.