This policy explains our default approach to payments and refunds for software development, automation, and support services provided by Zylor Systems, Dubai, United Arab Emirates. It works alongside our Terms of Service. Where a signed proposal or services agreement (an “Engagement Agreement”) sets different payment or refund terms, that agreement prevails.

Projects are structured in milestones agreed before work begins — each with a defined scope, deliverable, and payment. A typical structure:

• An initial payment to reserve the team and begin discovery and design.
• Milestone payments tied to working deliverables you can review.
• A final payment on completion and handover.

Ongoing support, maintenance, and improvement agreements are billed monthly in advance.

• Before work begins — if you cancel before we have started work, your initial payment is refunded, less any non-recoverable costs already incurred on your behalf (such as third-party licenses purchased for the project).
• Mid-project cancellation — you may cancel at any milestone boundary. You pay for work completed and in progress up to the cancellation date; any payment made for milestones not yet started is refunded. Completed and paid milestones are not refundable, and their deliverables are yours to keep.
• Delivered work — because custom software is built specifically for you, payments for delivered and accepted milestones are non-refundable. If a deliverable does not match its agreed scope, we fix it at our cost — that is our first obligation before any discussion of refunds.

Approved refunds are issued to the original payment method within 14 business days of confirmation.

• Support agreements can be cancelled by either party with 30 days’ written notice, unless the Engagement Agreement states a different notice period.
• The current billing month is not refunded once started; support continues through the end of the notice period.
• Months billed in advance beyond the notice period are refunded in full.

Timelines in a proposal assume timely access to the people, content, approvals, and system access the project depends on. Where a project is paused for an extended period at the client’s end, we may agree a revised schedule; paused time does not by itself create a refund entitlement. Where a delay is on our side, we will tell you early, give a revised date, and — for material delays we cause — agree a fair remedy.

Fees paid to third parties on your behalf — hosting, domains, AI platform usage, software licenses, payment processor fees — are governed by those providers’ own terms and are generally non-refundable by us once incurred.

If you believe a charge or deliverable is wrong, email info@zylorsystems.com with the project name and details. We acknowledge within one business day and aim to resolve payment concerns within 10 business days. Unresolved disputes are handled as set out in our Terms of Service.

We may update this policy from time to time; the version in force when you sign an Engagement Agreement is the one that applies to that engagement. The “Last updated” date above reflects the most recent revision.