This policy explains when a payment made to Vistar Technologies L.L.C-FZ may be cancelled or refunded. It applies to all service plans, retainers, and project engagements purchased through vistartech.ae or under a signed proposal. It forms part of our Terms of Use.
1. Nature of our services
Vistar delivers professional technology services, including AI development, cybersecurity, cloud engineering, software development, automation, and consultancy. These are bespoke, labour based services. No physical goods are sold or shipped. Once our specialists begin work, the cost of that work cannot be recovered.
2. No refunds after commencement
Payments are non-refundable once a project or plan has commenced. Commencement is the earliest of: (a) Vistar allocating engineers, consultants, or analysts to the engagement; (b) issuance of the kick-off communication or onboarding access; (c) any deliverable, design, code, document, assessment, or environment being prepared on your behalf; or (d) the start of a paid subscription period.
3. Cancellation before commencement
If you cancel in writing before commencement as defined above, you may request a refund of amounts paid, less any third party costs already committed on your behalf (for example licences, cloud subscriptions, domains, or hardware) and any administrative or payment processing charges already incurred. Approved pre-commencement refunds are processed within ten (10) business days of approval.
4. Monthly service plans
- Monthly plans renew automatically until cancelled in writing to [email protected].
- Cancellation requests received at least seven (7) days before the renewal date stop the next charge.
- Cancellation takes effect at the end of the current paid period. Part-used months are not refunded or pro-rated.
- Access, reporting, and support continue until the end of the paid period.
5. One-time engagements and milestones
One-time engagements are quoted against a defined scope and billed as an advance payment with milestone payments thereafter. Advance payments secure delivery capacity and are non-refundable once commenced. If you terminate mid-engagement, you remain liable for: (i) all work performed to the termination date, (ii) committed third party costs, and (iii) any non-cancellable subscriptions or licences procured for the project. Any verified balance remaining after these deductions is returned to you.
6. Duplicate, incorrect, or failed payments
If you are charged twice for the same service, charged an incorrect amount, or charged for a transaction that failed to complete, contact us at [email protected] within thirty (30) days of the transaction with the invoice or transaction reference. Verified duplicate or erroneous charges are refunded in full.
7. Service failure by Vistar
If Vistar is unable to deliver a contracted service and no acceptable alternative or rescheduled delivery is agreed, you are entitled to a refund of the amount paid for the undelivered portion of that service.
8. Requesting a refund
Send the following to [email protected] with the subject line "Refund Request":
- Your full name and company name;
- The invoice number, transaction reference, or plan name;
- The date and amount of the payment;
- The reason for the request and any supporting documents.
We acknowledge requests within two (2) business days and confirm our decision in writing within seven (7) business days of receiving complete information.
9. How approved refunds are paid
All approved refunds are issued in the original currency of the transaction and returned to the original payment method used. Card refunds are submitted to the acquiring bank within ten (10) business days of approval and typically appear on your statement within ten (10) to forty-five (45) business days, depending on your card issuer. Refunds are not paid in cash and cannot be redirected to a different card, account, or person. Bank charges and currency conversion differences applied by your issuer are outside our control.
10. Chargebacks
We ask that you contact us first so we can resolve billing concerns directly. Disputes raised with your card issuer are handled under our Payment Disputes Policy.
11. Changes to this policy
We may update this policy. The version published on this page at the time of your transaction applies to that transaction.
12. Contact
Vistar Technologies L.L.C-FZ
Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates
Email: [email protected]
Phone: +971 55 597 2468