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Refund Policy

Effective Date: 12 Feb, 2025

This Refund Policy ("Policy") governs the refund terms and conditions applicable to users ("Clients") of Time AI, a provider of AI-powered services, operating on a usage-based billing model. By using our services, Clients agree to the terms of this Policy.

 


1. GENERAL REFUND ELIGIBILITY

Refunds may be granted only under the following circumstances:

  1. Billing Errors: If an incorrect charge occurs due to a system error, the Client must notify Time AI within 7 daysof the charge. Upon verification, we will issue a refund or credit the overcharged amount toward the next billing cycle.

  2. Service Downtime: If our service experiences unplanned downtime exceeding 48 consecutive hours, excluding scheduled maintenance, Clients may request a pro-rated refund corresponding to the inaccessibility period.

  3. Failure to Deliver Core Features: If Time AI fails to deliver a core feature as explicitly outlined in the Client's service agreement, and the issue is not resolved within 30 days of notification, the Client may request a refund for the affected period.

  4. Unauthorized Charges: If an unauthorized transaction is detected, the Client must contact our support team immediately. If verified as fraudulent, the charge will be refunded.

 


2. REFUND TERMS FOR CLIENTS IN THE MENA REGION

Time AI complies with applicable e-commerce and consumer protection laws across the Middle East and North Africa (MENA) region. Specific refund terms for MENA-based Clients include:

  1. United Arab Emirates (UAE): Refunds for eligible disputes will be processed within 14 days in compliance with Federal Law No. 15 of 2020.

  2. Saudi Arabia: Clients have the right to request a refund for defective or misleading services within 7 days, in accordance with the E-Commerce Law (2019).

  3. Egypt: Refunds for failure to meet service expectations will be issued within 30 days, per Consumer Protection Law No. 181 of 2018.

  4. Other MENA Countries (Qatar, Bahrain, Kuwait, Oman): Refund requests will be processed within 3–14 days, depending on the jurisdiction’s legal requirements.

Additionally, an Arabic version of this Policy is available upon request to ensure compliance with local regulations and enhance transparency for Arabic-speaking Clients.

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3. NON-REFUNDABLE CASES

Refunds will not be granted in the following cases:

  1. Change of Mind: Payments for unused interactions or service discontinuation due to personal preference are non-refundable.

  2. Partially Used Subscriptions: If the Client has used a portion of the allocated interactions, refunds will not be issued for remaining interactions.

  3. Late Refund Requests: Requests submitted more than 30 days after the billing date will not be considered.

  4. Breach of Terms of Service: Clients whose accounts are suspended or terminated due to a violation of our Terms of Service are not eligible for refunds.

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4. REFUND REQUEST PROCEDURE

To request a refund, Clients must:

  1. Email omar@timaisolutions.com with the subject: "Refund Request - [Your Account ID]".

  2. Provide a detailed explanation, including transaction details, timestamps, and supporting evidence.

  3. Allow Time AI up to 10 business days to review the request.

  4. If approved, the refund will be processed within 7 business days using the original payment method.

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5. CHARGEBACKS & DISPUTES

Clients must contact Time AI before initiating a chargeback. If a chargeback is initiated without prior communication:

  1. The Client's account may be temporarily suspended pending resolution.

  2. Time AI reserves the right to contest the chargeback using transaction records.

  3. Legal action may be taken to recover any unpaid fees.

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6. COMPLIANCE WITH GLOBAL REGULATIONS

This Policy is structured in accordance with international consumer protection laws, including but not limited to:

  • General Data Protection Regulation (GDPR) (EU) 2016/679 – Ensuring transparency in billing and dispute resolution.

  • California Consumer Privacy Act (CCPA) – Providing rights to consumers regarding billing disputes.

  • United Arab Emirates Federal Law No. 15 of 2020 – Mandating clear refund policies.

  • Saudi Arabia E-Commerce Law (2019) – Protecting customers in online transactions.

  • Egypt Consumer Protection Law No. 181 of 2018 – Outlining refund timelines for service failure.

  • Payment Card Industry Data Security Standard (PCI DSS) – Ensuring secure transactions and billing protection.

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7. MODIFICATIONS TO THIS POLICY

Time AI reserves the right to modify this Policy at any time. The latest version will always be available on our website. Continued use of our services after an update constitutes acceptance of the new terms.

For inquiries regarding refunds, contact: omar@timaisolutions.com.

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