Ready-to-Use Digital Products
Ready-to-use digital products offered through Metranti are delivered by download or electronic access, depending on the nature of the product. Customers should review the product description, scope, and stated technical requirements before making a purchase. Refund requests are assessed based on whether the product has been downloaded, whether access has been used, and whether the product meets the essential features described in its listing. If the product has not been downloaded or accessed, or if it is confirmed that the product clearly fails to provide the essential functionality described in its listing, the refund request will be reviewed in accordance with this policy and applicable law. Nothing in this section limits any customer rights under applicable law that cannot be excluded by contract.
Configured and Assisted Work
For configuration and assisted services provided by Metranti, cancellation and refund eligibility depends on the stage of work. Cancellation requests submitted before configuration work begins may be considered for a refund, subject to the applicable order and payment terms. Once work has started, amounts paid for service components that have not yet commenced may be considered for a refund. Refunds for completed and delivered service components will be assessed in accordance with the applicable proposal or agreement and applicable law. Customers may submit a cancellation or refund request, together with the reason for the request, to [email protected]. Metranti will review the request and the status of the work performed and respond to the customer. Nothing in this section limits any customer rights under applicable law that cannot be excluded by contract.
Custom and Enterprise Projects
For custom development and enterprise projects, cancellation and refund terms are determined by the applicable proposal, agreement, and mutually agreed project milestones. Amounts paid for project milestones that have not yet commenced may be considered for a refund, subject to the applicable agreement and applicable law. Payments relating to project milestones that have been completed, delivered, or accepted by the customer will be assessed in accordance with the applicable agreement and applicable law. Cancellation and refund requests are reviewed by taking into account the project scope, work completed, costs incurred, and the remaining work. Customers may submit their requests, together with the reason for the request, to [email protected]. Metranti will review the request and notify the customer of the outcome. Nothing in this section limits any customer rights under applicable law that cannot be excluded by contract.
How Refunds Are Processed
Refund requests are reviewed individually based on the applicable refund policy, the order details, payment records, and the status of the product or service. Where a refund is approved, the amount will be determined according to the applicable terms and the circumstances of the request. Refunds will generally be issued to the original payment method, subject to payment provider procedures and applicable law. Processing times may vary depending on the payment provider and the customer's financial institution. Metranti will communicate the outcome of the refund request to the customer. Any decision will be based on the available records and applicable terms. Nothing in this section limits any customer rights under applicable law that cannot be excluded by contract.
Disputes and Refund Decisions
If a customer disagrees with the outcome of a cancellation or refund request, they may contact Metranti at [email protected] and explain the reasons for their disagreement. Metranti will review the request again, taking into account the order details, payment records, communications, and the status of the product or service delivered. If a payment dispute or chargeback is initiated through the payment provider, Metranti may submit relevant records, including the agreed terms, payment confirmation, communications, and evidence of work completed or products delivered, as appropriate. Customers are encouraged to contact Metranti before initiating a payment dispute so that the matter can be reviewed directly. Nothing in this section limits any customer rights under applicable law or any rights available through the relevant payment provider.
Company Information
Company Information Legal Company Name: Synexi LLC Company Type: Limited Liability Company (LLC) Registration Authority: Sharjah Media City (SHAMS) Free Zone Authority License Number: 2643497.01 TRN (Tax Registration Number): 105417307300001 Registered Address: Sharjah Media City (SHAMS), Sharjah, United Arab Emirates Telephone: +971525121206 Email: [email protected]