Refund Policy

1. Overview

Digital Roxy is committed to customer satisfaction and fair business practices. This Refund Policy outlines the terms and conditions under which refunds may be issued for our various services. This policy is designed to be transparent, equitable, and compliant with the Palestinian E-Commerce Law (Decree-Law No. 21 of 2025) and Palestinian consumer protection regulations.

We encourage all clients to thoroughly review the service descriptions, deliverables, and pricing before making a purchase. If you have any questions about what a service includes, please contact us at support@digitalroxy.com before purchasing.

2. Subscription Services (Roxy Agent)

2.1 Free Trial Period

Roxy Agent offers a 14-day free trial. During the trial period, no charges are applied. If you choose not to continue, simply cancel before the trial ends and you will not be charged.

2.2 Refund Eligibility After Purchase

After the trial period ends and a paid subscription begins:

2.3 Plan Downgrades

If you downgrade to a lower-tier plan, the change takes effect at the start of the next billing cycle. No refund or credit is issued for the difference in the current billing period.

3. SEO Services

3.1 Technical SEO Audit ($250)

• Before delivery: Full refund if you cancel before the audit work begins (within 48 hours of purchase and before any audit deliverable is started).
• After delivery: No refund once the audit report has been delivered, as the service is considered fully rendered.

3.2 Link Building Package ($599)

• Before work begins: Full refund if cancelled within 72 hours of purchase and before any outreach or link placement has started.
• Partial completion: If some links have been placed but the full order is not yet complete, a pro-rated refund will be calculated based on the number of links not yet placed.
• After completion: No refund once all contracted links have been placed and verified.

3.3 Monthly SEO Package ($1,500/month)

• First month: If you cancel within the first 7 days and before any deliverables have been produced, you are eligible for a full refund of the first month.
• Ongoing months: Cancel at any time with effect at the end of the current month. No refund for the current month once work has begun.
• Quality guarantee: If you are unsatisfied with the quality of deliverables in any given month, contact us within 7 days of receiving the deliverables. We will either revise the work at no additional cost or issue a partial credit toward next month's service.

4. Software Development Services

4.1 Custom Projects

Software development projects are delivered in milestones as defined in your project agreement. Refund terms are milestone-based:

• Before the first milestone: If you cancel before any development work has commenced, you will receive a full refund of any deposit paid, minus a planning fee of up to 10% to cover project scoping and requirements analysis.
• Mid-project: You may cancel at any milestone checkpoint. You will be billed only for completed milestones. Refunds are not issued for milestones that have been delivered and approved. For a milestone in progress at the time of cancellation, a fair assessment of completed work will be made.
• After project completion: No refund is issued once the final deliverable has been accepted. Post-delivery issues are covered under warranty and support terms specified in your project agreement.

4.2 Warranty Period

All software development projects include a 30-day warranty period following final delivery. During this period, any bugs or defects that arise from our work will be fixed at no additional cost. This warranty does not cover new feature requests, changes in requirements, or issues caused by third-party software or hosting environments.

5. Cyber Security Services

5.1 Security Audit ($499)

• Before assessment begins: Full refund if cancelled before the security assessment has started.
• After delivery: No refund once the audit report has been delivered.

5.2 Penetration Testing ($1,499)

• Before testing begins: Full refund if cancelled before testing has commenced, minus any pre-engagement setup costs (up to 10%).
• After testing begins: No refund once active testing has started due to the sensitive nature of the work and resources committed.
• After delivery: No refund once the penetration test report has been delivered.

5.3 Managed Security ($2,999/month)

• First month: If you cancel within the first 14 days and before any significant security configuration changes have been implemented, you are eligible for a full refund.
• Ongoing months: Cancel with 30 days' written notice. No refund for the current month once security monitoring and management have been activated.

6. Refund Process

To request a refund, follow these steps:

7. Refund Timeline and Card Payment Processing

All payments on Digital Roxy are processed through our payment gateway provided by Bank of Palestine, which supports Visa and Mastercard (credit and debit, local and international) with 3D Secure authentication.

7.1 Refund Timeline by Payment Method

• Visa Credit/Debit Card: Once approved, the refund is submitted to the Visa network. It typically appears on your statement within 5-10 business days, depending on your card-issuing bank. Some banks may take up to one full billing cycle.
• Mastercard Credit/Debit Card: Once approved, the refund is submitted to the Mastercard network. It typically appears on your statement within 5-10 business days, depending on your card-issuing bank.
• International Cards: Refunds to cards issued outside Palestine may take 10-21 business days due to additional processing by correspondent banks and currency conversion.

7.2 Important Notes on Card Refunds

• Refunds are always issued to the same card used for the original purchase. We cannot refund to a different card or bank account.
• If the original card has expired or been replaced, the refund will typically be routed by your bank to your new card or account. Contact your card issuer if you have concerns.
• Refunds are processed in the original transaction currency (USD). If your card is denominated in a different currency, your bank will convert the refund at the prevailing exchange rate, which may differ from the rate at the time of purchase.
• Foreign transaction fees or currency conversion fees charged by your bank during the original purchase are not refundable by Digital Roxy, as they are charged by your card issuer.
• You will receive an email confirmation when the refund has been submitted to the payment processor. This email includes the refund reference number for your records.

7.3 Billing Descriptor

Charges from Digital Roxy appear on your card statement as "DIGITALROXY" or "DIGITAL ROXY". Refunds will appear with a similar descriptor. If you do not recognize a charge, please contact us at support@digitalroxy.com with the charge amount and date before filing a dispute with your bank.

8. Non-Refundable Items

The following are not eligible for refunds:

• Services that have been fully delivered and accepted by the client.
• Subscription periods where the refund eligibility window has passed.
• Domain registration fees, third-party software licenses, or any external costs procured on your behalf.
• Custom work that was completed according to the approved specifications, even if your business requirements have changed.
• Services suspended or terminated due to violation of our Terms of Service.
• Requests submitted more than sixty (60) days after the date of purchase, unless exceptional circumstances apply.

9. Service Credits

In some cases, instead of a monetary refund, we may offer service credits at an equivalent or higher value. Service credits can be applied toward:

• Future subscription payments
• Other Digital Roxy services
• Service upgrades

Service credits are valid for twelve (12) months from the date of issuance and cannot be exchanged for cash. Acceptance of service credits is always at the client's discretion; you are never required to accept credits in lieu of a qualifying monetary refund.

10. Cancellation Policy

10.1 How to Cancel

You may cancel any service by:

• Logging into your account dashboard and selecting the cancellation option.
• Emailing support@digitalroxy.com with the subject "Cancellation Request."
• Submitting a request through our contact form.

10.2 Effect of Cancellation

• Subscriptions: Access continues until the end of the current billing period. No further charges will be applied.
• Project-Based Services: You will be billed for completed milestones. Work in progress will be assessed fairly.
• Data: You will have thirty (30) days to export your data after cancellation. After this period, data may be deleted in accordance with our Privacy Policy.

11. Chargebacks and Payment Disputes

11.1 Contact Us First

If you have any concern about a charge on your Visa or Mastercard statement, we strongly encourage you to contact Digital Roxy before initiating a chargeback or dispute with your card issuer. In the majority of cases, we can resolve the issue faster and more favorably through direct communication. You can reach us at:

• Email: support@digitalroxy.com (subject: "Billing Inquiry")
• Phone: +970 599 000 000 (Sunday-Thursday, 9 AM - 5 PM PST)

We commit to responding to all billing inquiries within two (2) business days and resolving legitimate billing errors within five (5) business days.

11.2 Unrecognized Charges

If you see a charge from "DIGITALROXY" or "DIGITAL ROXY" that you do not recognize, it may be a subscription renewal, a service purchased by another authorized user on your account, or a charge from a different billing period. Before disputing the charge, please:

1. Check your email for purchase confirmation and invoice from Digital Roxy.
2. Log in to your account dashboard and review your billing history.
3. Contact our support team with the charge amount and date for assistance.

11.3 Chargeback Consequences

Chargebacks (also known as payment disputes) incur significant processing fees from the card network and acquiring bank. If a chargeback is filed:

• Your Digital Roxy account will be suspended immediately pending investigation.
• We will provide evidence of the transaction, service delivery, and your agreement to these Terms to the acquiring bank.
• If the chargeback is resolved in our favor, your account may be reinstated, but we reserve the right to require alternative payment arrangements going forward.
• Repeated or frivolous chargebacks will result in permanent account termination.

11.4 Fraudulent Chargebacks

Filing a chargeback for a service that was legitimately purchased, delivered, and used constitutes fraud. Digital Roxy reserves the right to pursue all available legal remedies, including reporting to relevant Palestinian authorities and card network fraud databases. All transactions are protected by 3D Secure authentication, and we maintain comprehensive records of service delivery, account access, and customer communications.

12. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. In the following situations, we will consider refund requests on a case-by-case basis, regardless of the standard timelines:

• Service Failure: If Digital Roxy fails to deliver the contracted service or substantially underperforms against documented commitments.
• Billing Errors: If you were charged incorrectly due to a system or billing error.
• Unauthorized Transactions: If your payment method was used without your authorization.
• Force Majeure: If circumstances beyond either party's control (natural disasters, armed conflicts, government actions) prevent service delivery.

For exceptional circumstances, please provide supporting documentation when submitting your request.

13. Consumer Rights Under Palestinian Law

This Refund Policy is designed to comply with the Palestinian E-Commerce Law (Decree-Law No. 21 of 2025) and Palestinian consumer protection regulations. Key provisions include:

• As required by Article 11 of the E-Commerce Law, all service contracts include clear refund and warranty conditions.
• Consumers have the right to receive detailed invoices for all transactions.
• Consumers may lodge complaints with the Ministry of National Economy if they believe their rights have been violated.
• Nothing in this Refund Policy limits or excludes any rights you may have under mandatory Palestinian consumer protection law. Where this policy conflicts with mandatory law, the law shall prevail.

If you believe your consumer rights have been violated, you may contact the Palestinian Ministry of National Economy's e-commerce department in addition to contacting us directly.

14. Contact and Complaints

For refund requests, billing questions, or complaints, please contact us:

• Company: Digital Roxy
• Address: Ramallah, State of Palestine
• Phone: +970 599 000 000
• Email: support@digitalroxy.com
• Subject Line: "Refund Request" or "Billing Inquiry"
• Contact Page: digitalroxy.com/contact

Business Hours: Sunday through Thursday, 9:00 AM to 5:00 PM (Palestine Standard Time).

Please include the following in your request for fastest processing:

• Full name and account email address
• Order or invoice number
• Service purchased and date of purchase
• Last four digits of the card used for payment
• Detailed reason for the refund request
• Any supporting documentation

All complaints are acknowledged within two (2) business days. We aim to resolve all refund-related matters within fourteen (14) business days. If you are not satisfied with the resolution, you may escalate your complaint to the Palestinian Ministry of National Economy's e-commerce department.