This Refund Policy explains how Fix My Digital (“we,” “us,” “our”), operating under SEO International FZC, handles refund requests across our IT support, Google Workspace, WordPress, WooCommerce, and related digital services. This policy works alongside our Terms & Conditions and should be read together with them. By engaging our services or making a payment, you agree to the terms outlined below.
1. “No Fix, No Fee” Troubleshooting Services
For applicable troubleshooting and diagnostic services (e.g., email routing issues, malware removal, server/WordPress bugs), if we are unable to resolve the specific diagnosed issue you engaged us for, you will not be charged for that service. This applies strictly to the diagnosed issue as originally scoped.
Important Clarification on Final Verification: Once an issue has been resolved by our team and tested/confirmed as working (approved or signed off) by the client, our service commitment for that engagement is deemed fully completed and successful. If the same or a similar issue recurs at a later date due to post-delivery factors, system updates, hosting changes, compromised credentials, or client modifications, Fix My Digital holds no ongoing liability, and it will not qualify for a refund or free re-work under the “No Fix, No Fee” policy.
Furthermore, this policy does not extend to:
- Separate, new, or unrelated issues discovered during or after the engagement.
- Issues resulting from post-delivery actions outside our control (e.g., re-installing vulnerable plugins, sharing credentials, or reversing security fixes after project sign-off).
- Services billed on a fixed-price or project-scope basis rather than a diagnostic basis (see Section 2).
2. Project-Based & Fixed Setup Services
Services such as Google Workspace setup and migration, WooCommerce store builds, website speed optimization, and payment gateway integrations are billed on a fixed-price or milestone basis rather than under the “No Fix, No Fee” diagnostic model. For these setup services:
- Once a milestone or deliverable has been completed and confirmed operational, fees for that completed scope are non-refundable.
- If work has not yet commenced, a full refund (minus non-recoverable third-party expenses or licensing costs already incurred) may be issued upon written request.
- If work is partially completed, we will assess the portion of work delivered and refund any unearned balance, at our reasonable discretion.
3. Google Workspace & Third-Party Licenses
Google Workspace licenses, domain registrations, and third-party software subscriptions provisioned on your behalf (e.g., via Ingram Micro/Aptec or direct vendors) are governed by the underlying refund policies of the respective cloud provider or distributor. Once a cloud license or annual subscription has been activated or provisioned, it is strictly non-refundable by the distributor. Fix My Digital cannot issue refunds for third-party licensing fees once processed, regardless of whether our service fees are refunded.
4. How to Request a Refund
To submit a refund request, please contact our support team at info@fixmydigital.ae or via our contact form, including:
- Your full name, business name, and contact details used during original service onboarding.
- Invoice, payment transaction receipt, or service reference details.
- A detailed explanation of the reason for the refund request.
We review and respond to formal refund requests within 5 to 7 business days following receipt of complete documentation.
5. Refund Processing, Banking & Currency Deductions
Approved refunds are processed to the original payment source (bank account or payment processor such as Stripe/PayPal). Processing timelines depend on financial institutions and are outside our direct control once initiated. Please note that non-recoverable third-party payment gateway transaction fees, administrative bank transfer charges, or foreign currency conversion losses incurred during transaction processing are non-refundable and will be deducted from the final issued refund. For example, if payment was made or converted between currencies such as AED, USD, or EUR, any exchange rate difference or conversion fee applied by the bank or payment processor at the time of refund will not be covered by Fix My Digital.
6. Chargebacks, Disputes & Service Suspension
We encourage clients to reach out directly to resolve billing concerns prior to filing a bank chargeback or payment gateway dispute. Initiating an unjustified chargeback without prior communication may result in suspension of active services (including associated Google Workspace email infrastructure) after prior notice to the client, while the matter is reviewed. Fix My Digital reserves the right to recover reasonable chargeback processing fees and dispute administration costs through appropriate legal or debt recovery mechanisms.
7. International Client Regulations
Fix My Digital serves clients in the UAE, GCC region, UK, US, and internationally. While this policy applies standard commercial terms globally, nothing within these terms restricts statutory consumer rights mandated under non-waivable laws within your primary operating jurisdiction.
8. Policy Updates
This Refund Policy evolves alongside our operational and cloud distribution models. We reserve the right to update this policy periodically without individual advance notice. Continued engagement with our services constitutes acceptance of the published policy.
9. Contact Us
For questions regarding our Refund Policy, please contact us:
Fix My Digital (Operating under SEO International FZC)
Unit 2705, Marina Plaza, Level 27, Marsa Dubai, Dubai Marina, Dubai, United Arab Emirates
Email: info@fixmydigital.ae
Website Contact Form: https://fixmydigital.ae/contact-us/