HIVIUM SOLUTIONS - FZCO — Refund Policy

Hivium is a provider of managed technology services for business customers. Engagements generally combine three types of fees: a recurring monthly subscription for managed services; one-time setup fees for initial discovery, configuration, integration and onboarding; and custom or project-based services scoped under a separate agreement or statement of work (SOW).

Because the Services are delivered as a service that involves the time and effort of our team, this Policy reflects how each fee type is treated. The Services include a managed, human-supported component and are not a pure self-service software product.

This Policy is provided in good faith and is intended to be fair and transparent. Where a signed service order, master services agreement or SOW contains specific refund or cancellation terms, those terms take precedence over this Policy for the matters they expressly address.

Setup fees cover the discovery, configuration, integration and onboarding work required to stand up your environment and bring your Services into operation.

Once configuration work has begun, setup fees are non-refundable, because they pay for time and effort already spent on your account. If you cancel before any setup work has started, contact billing@hivium.tech and we will review your request and, where appropriate, refund unused setup fees.

Where a setup is delivered in defined milestones, refunds for any not-yet-started milestone will be assessed on a case-by-case basis.

Monthly service fees are billed in advance for the upcoming service period. Payment secures your access to the managed Services and our team's capacity for that period.

Subscription fees are non-refundable for a period in which service has already begun, and we do not provide partial or pro-rated refunds for a period that is already underway, unless required by applicable law or otherwise agreed in writing in your service order.

Any taxes, duties or levies that may apply are the responsibility of the Client and are not affected by this Policy.

You may cancel your subscription at any time. To cancel, send a written request to billing@hivium.tech (or follow any cancellation process described in your service order). We recommend submitting your request before your next renewal date to avoid being billed for an additional period.

Cancellation stops future renewals and takes effect at the end of your current paid billing period; your Services typically remain active until then. We do not charge a cancellation penalty for standard monthly subscriptions.

After cancellation takes effect, no further subscription charges will be raised. Any setup fees and any usage-based or third-party costs already incurred remain payable and are not refunded by cancellation.

Some Services rely on usage-based costs and third-party tools — for example SMS, WhatsApp and other messaging, email sending, AI or automation credits, and other external platforms or providers used to operate your Services.

These costs are consumed in real time and are billed to us by the relevant third-party providers based on actual usage. Because they are consumed and charged by third parties, usage-based and third-party costs are non-refundable once incurred, including any prepaid balances or credits that have been used.

Where you hold unused prepaid credits at the time of cancellation, any treatment of those credits is subject to the rules of the underlying provider and the terms of your service order; we cannot refund amounts that providers do not return to us.

Custom or bespoke services — such as tailored implementations, integrations or defined projects — are governed by the specific agreement or statement of work (SOW) signed for that work.

Refund, milestone, deposit and acceptance terms for custom work are set out in the relevant SOW and take precedence over this general Policy. Where the SOW is silent, fees for custom work already performed are non-refundable, as they cover delivered time and effort.

If you believe an invoice contains an error, or you would like us to review a specific charge, please contact billing@hivium.tech with your account details, the invoice number and a description of the issue.

Please submit billing review requests within 30 days of the invoice date so we can investigate while the relevant records are current. We will acknowledge your request and aim to provide a substantive response within a reasonable time, typically within 10 business days.

If we confirm a billing error on our side, we will correct it — for example by issuing a credit or refund of the affected amount, as appropriate.

We ask that you raise any billing concern with us first by contacting billing@hivium.tech, so we have the opportunity to investigate and resolve it directly. Most issues can be resolved quickly this way.

If a matter cannot be resolved through our billing team, it will be handled in accordance with the dispute resolution and governing-law provisions of your agreement with us and our Terms of Service. This Refund Policy does not limit any rights you may have under applicable law.

Hivium is a provider of managed technology services. We are not a payment processor, and we do not process, hold or transmit payments on behalf of your customers or other third parties.

Any payments you collect from your own customers are handled by your chosen payment providers under their own terms, and any refunds of those payments are your responsibility and are governed by those providers. This Policy covers only the fees you pay to Hivium for our Services.

Hivium may update this Refund Policy from time to time to reflect changes in the Services or business practices. When we make material changes, we will update the effective date and, where appropriate, notify active Clients.

The version of this Policy in effect at the time a fee is charged applies to that charge.

HIVIUM SOLUTIONS - FZCO, DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates. Trade License No. 75569. Registration No. 73822.

Billing and refund requests: billing@hivium.tech. General support: support@hivium.tech. Legal matters: legal@hivium.tech. Website: https://hivium.tech.