Refund Policy

1. Scope

This policy applies to fees paid to Lypso Software FZCO ("Lypso Software", "we", "us") for our software products and related services. Our products are sold to businesses under written Customer Agreements. Where a Customer Agreement contains specific pricing, cancellation or refund terms, those terms apply and this policy explains the general rules behind them.

2. How we bill

• Fees are set out in the Customer Agreement or order form and are invoiced in the currency stated there.
• Recurring fees are billed in advance for each billing period. Usage-based or performance-based fees are billed in arrears on the basis of the usage or results recorded by our products for the period.
• Invoices state the name of our company, our address, the services covered, the period and the amount. The name shown on card statements is LYPSO SOFTWARE.

3. Cancellation

Customers may cancel a recurring service at any time by giving notice as set out in the Customer Agreement. Cancellation takes effect at the end of the current billing period unless the agreement says otherwise. Fees already paid for the current period are not refunded except as set out in section 4.

4. When we refund

We refund:

• amounts charged in error, in duplicate, or for services not provided;
• prepaid fees for any period after a termination caused by our material breach of the Customer Agreement;
• any other amount we agree to refund in writing.

Refunds are made to the original payment method within 10 business days of our decision. We do not refund usage-based or performance-based fees for services that were actually delivered, nor fees for periods during which a customer was suspended for breach of the Acceptable Use Policy.

5. Disputes and chargebacks

If you believe a charge is wrong, contact us at [email protected] first. We investigate every billing query under our Complaints Policy and answer within seven business days. Raising a chargeback for a charge that is valid under the Customer Agreement, without contacting us first, may be treated as a breach of that agreement.

6. Taxes

Fees are exclusive of value added tax and similar taxes unless stated otherwise. Where a tax applies, it is shown separately on the invoice.

7. Contact

Lypso Software FZCO, IFZA Business Park, Dubai Digital Park, Dubai Silicon Oasis, PO Box 342001, Dubai, United Arab Emirates. Email: [email protected].