Refund & Cancellation Policy

E Quality Software LLC-FZ (eQuality Software)

Last updated: October 28, 2026

We want every project to go well. If it doesn't, this policy explains exactly when you can get a refund and how to cancel. No fine print surprises.

This policy covers all eQuality Software services: mobile app development, game development, custom software, AI solutions, book publishing, and app maintenance and support.

Good to know: If your signed proposal or contract says something different, the contract takes precedence.

1. Refund Policy

We work in milestones, so you only pay for work as it happens. The following explains what can and cannot be refunded.

What You Paid For Refundable?
Deposit, before any work starts Yes. A full refund is available within 7 days of payment, minus payment processing fees.
Deposit, after work has started No. It covers discovery, planning, and reserving your team.
Milestone in progress Partly. You may receive a refund for the unused portion, based on the work completed.
Completed and approved milestones No refund is available for completed and approved milestones.
Maintenance and support plans No refund is available for the current billing period. No further charges will be made after cancellation, subject to the applicable notice period.
Third-party costs (app store fees, licences, hosting, APIs, stock assets, ISBNs, and printing) No. These costs are paid to other companies on your behalf and are non-refundable under this policy.

When We Will Issue a Refund

We will issue a refund if:

  • We cannot deliver the scope of work agreed in writing.
  • We cancel the project for reasons on our side.
  • You are charged twice or billed in error.

When Refunds Do Not Apply

Refunds do not apply to:

  • A change of mind after a milestone has been approved.
  • Delays caused by late feedback, content, or approvals on your side.
  • App store or platform rejections caused by client-provided content or business models.
  • The performance of your app, game, or book after launch, including downloads, sales, or rankings.

2. Cancellation Policy

You can cancel at any time. To do so, notify us in writing by email.

Projects (Apps, Games, Software, AI, and Publishing)

  • We will stop work within 2 business days of receiving your email.
  • You must pay for work completed up to that point, including any milestone in progress.
  • Once the final invoice is paid, we will hand over everything completed so far, including designs, code, and files.

Maintenance and Support Plans

  • Give us 30 days' written notice before your next billing date.
  • Support will continue until the end of the period you have paid for.

Paused Projects

  • If we do not hear from you for 30 days, we will pause the project.
  • After 60 days without a response, we may treat the project as cancelled.
  • Restarting a project later may require a new timeline and quotation.

When We May Cancel

We may end a project if invoices are more than 14 days overdue, if the requested work is illegal or breaches app store rules, or in cases of abusive behaviour. We will refund any amount paid for work that we have not performed.

Ownership of Work

You own the work you have paid for in full. Work that has not been paid for remains ours until the outstanding balance is settled.

3. How to Request a Refund or Cancel

  1. Email info@equalitysoftware.com with the subject line “Refund Request” or “Cancellation Request.”
  2. Include your name, project name, invoice number, and a short explanation of your request.
  3. We will reply within 3 business days.
  4. Approved refunds will be sent to your original payment method within 7–14 business days. Your bank may take a few additional days to process the refund.

Have a concern? Please talk to us first. Many issues can be resolved in a single call, which is often faster than a chargeback.

4. Governing Law and Changes

This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Any dispute will be settled by the competent courts of Dubai, UAE. Nothing in this policy limits any rights you have under UAE consumer protection law.

We may update this policy from time to time. The version in force on the date you sign your contract applies to your project.

5. Contact Us

E Quality Software LLC-FZ
Business Hub, Al Fattan Tower, 2nd Floor
Marsa Dubai, Jumeirah Beach Residence
Dubai, UAE
Email: info@equalitysoftware.com
Phone: +971 50 306 7958