1. Overview
This Refund Policy explains when and how Twarx ("Twarx," "we," "us," or "our") issues refunds for payments made in connection with our services, including AI research engagements, Small Language Model (SLM) training and licensing, AI agent development and deployment, consulting, and any other paid offerings (collectively, the "Services").
This policy forms part of, and should be read together with, our Terms of Service. By making a payment to Twarx, you acknowledge that you have read and agree to this Refund Policy.
2. Scope of This Policy
This policy applies to all payments made directly to Twarx for Services. Where you have entered into a separate signed commercial agreement with us (such as a Statement of Work, Master Services Agreement, or licence agreement), the refund, cancellation, and termination terms in that agreement take precedence over this policy to the extent of any conflict.
This policy does not apply to free offerings, open-source releases, or content made available on the Site at no charge.
3. Service Engagements and Statements of Work
Most Twarx engagements are governed by a signed Statement of Work ("SOW") that defines deliverables, milestones, fees, and payment schedules. For such engagements:
(a) Fees for milestones that have been completed and accepted are non-refundable;
(b) Fees paid in advance for work not yet commenced may be refunded on a pro-rata basis if the engagement is terminated in accordance with the SOW;
(c) Where an engagement is terminated mid-milestone, we will invoice or refund based on the proportion of work reasonably completed at the date of termination;
(d) Any third-party costs already incurred on your behalf (such as compute, data licensing, or infrastructure costs) are non-refundable.
4. Refund Eligibility
You may be eligible for a full or partial refund in the following circumstances:
(a) Duplicate payment: You were charged more than once for the same invoice or service;
(b) Billing error: You were charged an incorrect amount due to an error on our part;
(c) Services not commenced: You cancel an engagement before we have commenced work, in accordance with the cancellation terms in Section 6;
(d) Material failure to deliver: We fail to deliver agreed Services in accordance with the applicable SOW and are unable to remedy the failure within a reasonable period after written notice;
(e) Statutory rights: Where a refund is required under applicable law, including UAE consumer protection law where it applies to your purchase.
5. Non-Refundable Items
The following are non-refundable, except where required by applicable law:
(a) Fees for Services that have been delivered, completed, and accepted;
(b) Fees for completed research, discovery, or consulting time already rendered;
(c) Custom model training runs that have commenced or completed, including associated compute costs;
(d) Third-party costs incurred on your behalf (compute, data licensing, infrastructure, travel agreed in advance);
(e) Deposits or commitment fees expressly designated as non-refundable in a signed agreement;
(f) Taxes, duties, and government charges already remitted.
6. Cancellations
If you wish to cancel an engagement or scheduled service, please notify us in writing at [email protected] as early as possible.
Cancellations made before work has commenced are eligible for a full refund of any prepaid fees, less any non-refundable deposits and third-party costs already incurred. Cancellations made after work has commenced are handled in accordance with Section 3 and the terms of the applicable SOW. Recurring or subscription-based services, where offered, may be cancelled effective at the end of the current billing period; fees already paid for the current period are not refunded on a pro-rata basis unless required by law.
7. How to Request a Refund
To request a refund, email [email protected] with:
(a) The name and organisation under which the payment was made;
(b) The invoice number or payment reference;
(c) The date and amount of the payment;
(d) The reason for the refund request, with any supporting detail.
We will acknowledge your request within five business days and aim to resolve all refund requests within fifteen business days of acknowledgement. We may request additional information to verify the payment and assess the request.
8. Refund Processing
Approved refunds are issued to the original payment method wherever possible. If the original payment method is unavailable, we will agree on an alternative method with you.
Refunds are processed in the currency of the original payment. We are not responsible for variations in the refunded amount caused by exchange-rate fluctuations or fees charged by your bank or payment provider. Depending on your payment provider, refunds typically appear within five to ten business days of being issued.
9. Disputes and Chargebacks
If you believe a charge is incorrect, please contact us at [email protected] before initiating a chargeback with your bank or card issuer — most billing issues can be resolved quickly and directly.
We reserve the right to dispute chargebacks that we believe are unwarranted and to suspend Services for accounts with outstanding payment disputes until the dispute is resolved.
10. Governing Law
This Refund Policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Ras Al Khaimah. Any disputes arising from this policy are subject to the exclusive jurisdiction of the courts of Ras Al Khaimah, United Arab Emirates, except where applicable law requires otherwise. Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection law.
11. Contact Us
If you have questions about this Refund Policy or a specific payment, please contact us at:
Twarx
Billing & Refunds
[email protected]
We aim to respond to all billing enquiries within five business days.