1. Introduction
At Shams Global Systems ("Company", "we", "us", or "our"), we are committed to providing high-quality AI-powered trading solutions and Expert Advisors. This Refund Policy outlines the terms and conditions under which refunds may be issued for our products and services.
Please read this policy carefully before making a purchase. By purchasing our products or services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
2. General Refund Policy
7-Day Money-Back Guarantee
We are committed to delivering top-tier automated trading solutions. To build absolute trust, we offer a 7-day full refund guarantee on all our annual AI trading licenses. If you are not completely satisfied with the software's performance, features, or configuration during the first 7 days, you are entitled to a full 100% refund.
3. Subscription Refunds
Annual AI Trading Subscription:
- 7-Day Refund Period: Annual subscription fees are fully refundable if the refund request is initiated within 7 days of the initial purchase and license activation.
- Cancellation: You may cancel your subscription at any time. Cancellations made within the first 7 days are eligible for a full refund. Cancellations made after 7 days will prevent future auto-renewals but do not entitle you to a refund for the current annual term.
- Service Access: Upon an approved refund within the 7-day window, your trading software licenses and access keys will be immediately deactivated.
- Pricing: Subscription pricing is subject to change and current pricing will be displayed at the time of purchase.
4. Consultation Service Refunds
Consultation Sessions:
- Cancellation Policy: If you cancel a scheduled consultation at least 48 hours before the scheduled time, you may be eligible for a full refund or rescheduling.
- No-Show Policy: If you fail to attend a scheduled consultation without prior notice, no refund will be issued.
- Completed Consultations: Once a consultation session has been completed, no refunds will be provided.
- Pricing: Consultation pricing is subject to change and current pricing will be displayed at the time of booking.
5. Exceptions and Special Circumstances
We understand that exceptional circumstances may arise. Refunds may be considered in the following situations:
5.1 Technical Issues
If you experience significant technical issues that prevent you from using our services, and our technical support team is unable to resolve the issue within 14 days of your initial report, you may be eligible for a partial or full refund. This must be requested within 30 days of purchase.
5.2 Duplicate Charges
If you are charged multiple times for the same product or service due to a technical error on our part, we will immediately refund the duplicate charges upon verification.
5.3 Service Unavailability
If our services become permanently unavailable due to circumstances beyond your control, and you have not received the full value of your subscription, we may provide a prorated refund based on the unused portion of your subscription.
6. Refund Request Process
If you believe you are eligible for a refund under the exceptions outlined above, please follow these steps:
- Contact Support: Email us at support@shamsgs.com with the subject line "Refund Request" within the applicable time frame.
- Provide Details: Include the following information in your request:
- Your order number or transaction ID
- Date of purchase
- Reason for refund request
- Support ticket numbers (if applicable)
- Any relevant documentation or screenshots
- Review Period: We will review your request within 5-7 business days and respond with our decision.
- Processing Time: If approved, refunds will be processed within 10-14 business days to your original payment method.
7. Refund Method
Refunds will be issued to the original payment method used for the purchase:
- Credit/Debit Cards: Refunds will be credited back to the card used for the original transaction.
- Razorpay (INR): Refunds will be processed through Razorpay to your original payment method.
- Stripe (USD): Refunds will be processed through Stripe to your original payment method.
Note: The time it takes for the refund to appear in your account depends on your bank or payment provider. This typically ranges from 5-14 business days after we process the refund.
8. Non-Refundable Items and Services
The following items and services are strictly non-refundable:
- Annual subscriptions after the 7-day refund guarantee window has expired
- Completed consultation sessions
- Customized configuration services requested and completed after the 7-day window
- Refund requests made after 7 days from the date of purchase (except under special technical circumstances detailed in Section 5)
9. Chargebacks and Disputes
If you initiate a chargeback or dispute with your payment provider without first contacting us, we reserve the right to:
- Immediately suspend or terminate your account
- Revoke access to all services and products
- Pursue legal action to recover any costs associated with the chargeback
We strongly encourage you to contact our support team first to resolve any issues before initiating a chargeback. We are committed to working with you to find a satisfactory solution.
10. Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. We will update the "Last Updated" date to reflect any changes.
Your continued use of our services after any changes to this Refund Policy constitutes acceptance of those changes. We encourage you to review this policy periodically.
11. Contact Us
If you have any questions about this Refund Policy or wish to request a refund, please contact us:
- Email: support@shamsgs.com
- Phone: + 971 55 683 5252
- Address: Head Quarter Shams Global Systems Office No-1801-18 18th Floor,Ontario Tower, Business Bay, Dubai. UAE
Our support team is available to assist you and will respond to your inquiries within 24-48 hours during business days.
By purchasing our products or services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. We recommend reviewing this policy before making any purchase.