Legal
Refund Policy
What happens to your money if a project is cancelled or ends early, for our website packages, e-commerce packages and other services.
Last updated: 11 November 2026
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1. About this policy
This policy explains what happens to your money if a project with Vanguard Oasis IT Services LLC is cancelled, stopped or ends early. It covers our website packages, our e-commerce packages, their add-ons and our other services (section 9). It forms part of your agreement with us, together with your accepted proposal or invoice and our Terms of Use. All prices are in AED and exclude 5% VAT.
If you are an individual buying for personal use, UAE consumer protection law may give you rights that nothing in this policy takes away.
2. The idea in plain English
We build in stages, and every stage uses real time and often real third-party costs. So the approach is the same for every package:
Refunded
You get back what we have not earned or spent
Anything unused comes back to you.
Kept
We keep what is done, spent or committed
Work completed, costs already paid to others, and commitments we cannot cancel.
Instalments
Instalments change when you pay, not what you owe
If you have paid less than we have earned, the difference is due. If more, we refund it.
Transparent
We show our working
A written statement with every figure, before any money moves.
3. Paying in instalments
Our website and e-commerce packages are normally paid in three stages. We confirm the exact amounts in writing before work begins.
1
Project start
When you accept our quote, before any work begins.
40%
2
Ready to test
When the site or store is ready for your testing and approval.
30%
3
Launch
At launch.
30%
Instalments are only a convenient way of paying the price. They do not limit what you owe for work completed and costs committed up to the date of cancellation, even where that is more than you have paid so far.
Invoices are payable within 14 days. If one is more than 7 days overdue we may pause work after written notice.
4. What we may keep
When a project is cancelled, the amount we keep is made up of three things and nothing else.
Work completed
The value of work done up to the cancellation date, measured against the schedule below.
Costs incurred
Third-party costs we have already paid for your project, at cost with no mark-up, backed by receipts. Transferable items such as a domain go to you.
Non-refundable commitments
Third-party commitments we cannot cancel or recover. We try to recover each one and credit you with anything we get back.
| Phase | What it covers | Share of price | Running total |
|---|---|---|---|
| 1. Onboarding and set-up | Kick-off, brief, content checklist, domain, hosting and email set-up, template selection | 15% | 15% |
| 2. Design and configuration | Template set up with your logo and brand colours, page structure and navigation. Stores: shop, tax and payment settings | 25% | 40% |
| 3. Build and content | Pages built and content placed, forms, basic SEO. Stores: products loaded up to the package limit, checkout and gateway connected | 30% | 70% |
| 4. Review and testing (UAT) | Your review, included revision rounds, testing, training preparation | 15% | 85% |
| 5. Launch and handover | Go-live, SSL and email checks, training, handover, start of the support period | 15% | 100% |
A part-finished phase counts in proportion to the deliverables completed, for example 6 of 12 agreed pages. We keep a project log and show it on request.
5. How a refund is calculated
The process is the same every time. Timings run from the day we receive your notice.
Step 1 · Day 0
You email written notice of cancellation to contact@vanguardoasis.com.
Step 2 · Same day
We stop work and cancel any third-party items that can still be cancelled.
Step 3 · 5 working days
We work out the three amounts from the project log and receipts.
Step 4 · 5 working days
We send a written Statement of Account showing every line.
Step 5 · 5 working days later
You can question any line. We correct genuine mistakes.
Step 6 · 14 days
We refund the difference, or invoice a balance if you have paid less.
Step 7 · With step 6
We issue the tax credit note or invoice, then hand over what you have paid for.
The calculation
Retained Amount = Work Completed Value + Costs Incurred + Non-Refundable Commitments
Amount Paid minus Retained Amount = Refund if above zero, or Balance Due if below zero
What the Statement of Account looks like
| Line | Item | Amount (AED, before VAT) |
|---|---|---|
| A | Total agreed price (package, add-ons, third-party items) | From your proposal |
| B | Work Completed Value (section 4.1) | Per project log |
| C | Costs Incurred (section 4.2) | Per receipts |
| D | Non-Refundable Commitments (section 4.3) | Per evidence |
| E | Retained Amount (B + C + D) | Sum |
| F | Amount Paid | Per our records |
| G | Refund (F minus E) or Balance Due (E minus F) | Result |
| H | VAT adjustment (5% on E, compared with VAT already paid) | See section 5.4 |
| I | Final refund or balance, including VAT | Result |
VAT of 5% applies to the amount we keep. We refund any VAT you overpaid with a tax credit note, or send a tax invoice for a balance. Refunds are paid in AED within 14 days of the final statement, by the method you paid with where possible. Cash and cheque payments are refunded by bank transfer.
Example 1
Website Basic, cancelled early
Paid Stage 1. Notice sent 2 days later, no work started.
Paid so far
780.00
Work completed
0
Costs incurred
0
Retained
0
Refund AED 819.00 incl. VAT
Example 2
Website Standard, cancelled during design
Paid Stage 1 plus a .com domain. Phase 1 done, half of Phase 2.
Paid so far
1,400.00
Work completed
893.75
Costs (domain, yours)
100.00
Retained
993.75
Refund AED 426.56 incl. VAT
Example 3
E-Commerce Standard, cancelled during testing
Paid Stages 1 and 2. Phases 1 to 3 done, half of Phase 4.
Paid so far
4,865.00
Work completed
5,386.25
Costs (plugin licence)
400.00
Retained
5,786.25
Balance due AED 967.31 incl. VAT
Real package prices and the standard 40/30/30 schedule. Example 3 owes more because the work done (77.5%) is ahead of the 70% paid.
6. If you cancel
7. If we cancel or cannot deliver
We may end a project if content or feedback stops for 30 days after two reminders, an invoice stays unpaid, or a third party we depend on refuses to work with your business. Section 5 then applies as if you had cancelled.
If we end it for any other reason, or cannot deliver, we refund everything you paid, apart from costs for items transferred to you, such as a domain. If we are more than 30 days late for reasons within our control, you can cancel on the same terms.
8. Exceptions and items we cannot refund
Launched and accepted projects
The package price is not refundable. Defects are fixed free during the 3 months of support.
Design preferences after approval
Use your included revision rounds, not a refund.
Domain names
Registries do not refund them, so we transfer the domain to you.
Hosting, domain and email renewals
Not refundable once processed. Tell us 14 days before renewal.
Delivered add-ons
Branding, photography, extra language and similar.
Third-party and government fees
Not refundable once paid or submitted.
Chargebacks
Please contact us first. We may recover amounts we are entitled to keep.
Free services
The first call and rough estimate cost nothing, so nothing to refund.
9. Other service packages
| Service | How you pay | If you cancel |
|---|---|---|
| Scoping session (AED 500 to 750) | In advance, before the session | Full refund if you cancel at least 48 hours before the session. Not refundable once held. If you go on to a build with us within 60 days, the fee is credited against it. |
| Discovery sprint (from AED 3,500) | In advance, before the sprint starts | Before it starts: full refund less Costs Incurred. Once under way: Section 5, measured by the days of the sprint completed and the deliverables handed over. Credited in full against a build if you proceed within 60 days. |
| Custom software, app and digital transformation projects | In stages set out in your proposal | Section 5, using the phases in your proposal where they differ from the table in 4.1. |
| Priority Support (AED 1,500 a year for websites, AED 3,000 for stores) | Annually, in advance | Not refundable once the year has started. To stop it renewing, tell us at least 14 days before the renewal date. |
| Monthly retainers, including IT operations | Monthly, in advance | Cancel with 30 days’ written notice. No refund for the current month or the notice period, and no further charges after it. |
| Resource augmentation (placed specialists) | Monthly, in advance | 30 days’ written notice. Fees are due for time placed up to the end of the notice period. No refund for time already provided. |
| Software licences | In full, before we order | Not cancellable or refundable once we place the order with the distributor or vendor, because we pay for it up front. If the vendor allows a cancellation or return, we pass on the refund less any charge they make. |
| Services delivered with an implementation partner (Dynamics 365, Power BI, 24/7 support and monitoring, UAE company set-up and PRO services, finance and accounting, branding) | As set out in your proposal | The partner’s cancellation terms apply and we give you a copy before you commit. Government, licensing and visa fees are not refundable once submitted. Our own coordination work is dealt with under Section 5. |
10. Questions and disputes
Tell us first. We reply to every message within 1 working day and aim to settle refund questions within 10 working days.
Ask about a refund
Email us, or book a call-back and we will send a Microsoft Teams link.
This policy is governed by UAE federal law and the laws of the Emirate of Sharjah, as in our Terms of Use.
11. Limits and general terms
Our total liability for a refund claim is limited to what you paid for the project, except for fraud, gross negligence or anything UAE law does not allow us to limit. The policy is published in English and Arabic. If the English and Arabic versions differ, the Arabic version prevails. We may update this policy. Changes apply to projects accepted after the new effective date.
12. Contact us
Questions about refunds: contact@vanguardoasis.com. Vanguard Oasis IT Services LLC, Sharjah Media City, Sharjah, United Arab Emirates. See also the Terms of Use and How to pay.