General Provisions and Contractual Controls
This policy constitutes the legal and financial framework governing all transactions between Usool and its clients. The **payment of any funds** or the approval of a quotation shall be deemed an explicit acknowledgment of, and compliance with, these terms. The Company undertakes to refund paid amounts only if a cancellation request is submitted **prior to the actual commencement** of any analytical or executive work related to the request, subject to the deduction of administrative and bank charges.
Engineering Development and Software Services
**Entitlement to Structural Analysis and Data Architecture:** Since the core value of software projects lies in the innovation of business logic and data engineering, the commencement of **technical analysis**, structural mapping, or database design renders **50% of the contract value** due to the Company and non-refundable. This is due to the transfer of intellectual and informational benefit to the client upon the logical planning of the system.
**Milestone Execution and Proprietary Controls:** Software work is divided into sequential executive stages, and the fees for each stage are considered an earned right of the Company upon **actual commencement**. In the event of a cancellation request, all software outputs and source codes shall remain **withheld by the Company** and shall not be delivered until all financial dues have been settled. Intellectual property remains suspended until final payment.
Creative Solutions and User Experience (UX/UI) Services
**Creative Effort and Interaction Models:** Creative services are subject to an **entitlement-upon-presentation** policy, where mental effort constitutes the primary value of the service. Upon the submission of artistic directions or initial prototypes, the client forfeits the right to a refund of the payment. The Company strictly commits to providing the **agreed-upon amendments** within the approved scope to achieve the desired result.
**Substantial Amendments Post-Technical Approval:** Once the client **approves the final designs** and the project moves to the software implementation stages, the right to claim any refund regarding the creative phase is forfeited. Any request to restructure interfaces after this approval shall be treated as a **new service request** with independent costs, given the close technical link between design and software construction.
Infrastructure and Cloud Environment Services
**Immediate Entitlement upon Technical Configuration:** Fees for server configuration and hosting environment setup are due in full upon the **commencement of setting configurations**. The Company’s obligation is limited to ensuring operational performance efficiency according to basic specifications. The Company bears no responsibility for refunding fees should the client wish to change the service provider after work has begun.
**Limits of Protection and Basic Security:** Server setup services include **basic security** only and do not include advanced cybersecurity solutions unless contracted separately. Accordingly, the client is not entitled to claim a refund for vulnerabilities resulting from not subscribing to **comprehensive or specialised security packages**.
Cybersecurity and Vulnerability Assessment Services
**Informational Value and Investigatory Effort:** These services are classified as high-sensitivity proactive informational services. Upon the commencement of system scanning or code reviews, **fees become due in full**; this is because the Company provides the client with analytical results that reveal vulnerabilities in their digital assets. The Company’s obligation is limited to delivering a **comprehensive technical report** outlining discovered vulnerabilities.
System Integration and Automation Services
**Responsibility for Third-Party Platform Integration:** In automation and API integration projects, technical success depends on the responsiveness of **external systems** beyond the Company’s control. Should integration fail due to technical constraints from external platforms, the Company’s fees for technical labor remain **due and non-refundable**, with a commitment to provide documentation clarifying the technical obstacles encountered.
Request Processing Mechanism and Timeframes
Each refund request is handled based on the nature of the service and the **percentage of completion**. Requests must be submitted formally via email within **3 working days** of the delivery date of the stage in question. A specialised committee will respond with a reasoned decision. Should a refund be approved, all operational costs, bank fees, and taxes will be deducted from the reimbursed amount.