Refund Policy

1. Overview

Sanarise Oman is a professional services business, not an online store. We do not sell instant, downloadable products. Every engagement is quoted and delivered under an agreed scope — implementation, customization, training, or support — with work performed by our team over time. This policy explains, honestly and reasonably, how refunds are handled. It does not offer blanket or automatic refunds, because work already performed has real value.

2. Deposits

Projects start with a 50% deposit. This deposit secures your place in our delivery schedule and funds the discovery and initial work that begins as soon as the project is confirmed. Its treatment is as follows:

• If we are unable to deliver the agreed work for reasons on our side, we refund the deposit on a pro-rata basis, keeping only the fair value of work already completed.
• The deposit is not refundable for work already performed, or where a project is cancelled by the client after work has begun.
• Before any work has started, we will discuss a fair adjustment with you in good faith.

3. Milestone payments

The remaining 50% is due on completion of the agreed scope and your approval. Because this payment falls due only after the work is delivered and accepted, it is not subject to refund once approval has been given, other than through the warranty described below.

4. Warranty — our primary remedy for defects

Our 30-day post-go-live warranty is the main remedy if something we delivered does not work as agreed. During those 30 days, genuine bugs and defects in our work are fixed at no additional cost. We would much rather correct an issue and get your system working than treat a defect as a refund question. The warranty covers our configuration and development; it does not cover new requirements, scope changes, or third-party platform issues.

5. Support plans

Support plans are annual service-level agreements paid for a fixed term in advance. Their terms are:

• A prepaid annual term is not refundable part-way through, since the plan reserves our capacity to support you across the year.
• Plans do not auto-charge beyond the paid term — renewal is a fresh decision each year, and we will contact you before the term ends.
• You can choose not to renew at the end of the term for any reason.

6. How to request a refund or raise a concern

If you believe a refund is due, or you are not satisfied with something we delivered, contact us at [email protected]. Tell us what happened and what outcome you are looking for. We review every request fairly and aim to resolve it — usually by fixing the issue under warranty, and where appropriate by a proportionate adjustment.

7. Governing law

This policy is governed by the laws of the Sultanate of Oman, and any dispute is subject to the jurisdiction of the courts of Muscat.

8. Contact

For any question about refunds, contact us at [email protected] or +968 90669347.