ULTIMO TRADING COMPANY LTD may provide artificial intelligence solutions, software development services, cloud based systems, hardware and IoT related products, technical consulting, support services, and related technology distribution activities. This Refund Policy explains how billing disputes, cancellations, service credits, returns, exchanges, replacements, and refunds are handled for technology related products and services purchased or requested through the website or any authorized digital channel.
1. Scope of this Policy
This policy applies to:
a. Software development services
b. Artificial intelligence tools and solutions
c. Cloud based systems and subscriptions
d. Software licensing
e. Technology consulting
f. Coding, programming, testing, and maintenance services
g. Hardware, servers, devices, and IoT related products
h. Imported or locally supplied technology goods
i. Technical support and implementation services
2. Eligibility for Refund, Replacement, or Service Credit
A customer may be eligible for a refund review, replacement, service credit, partial refund, or full refund where:
a. A duplicate payment is confirmed
b. A billing error attributable to ULTIMO TRADING COMPANY LTD is confirmed
c. The wrong product or service was supplied
d. A hardware product is defective at the time of delivery
e. A paid service was not commenced within the agreed period for reasons directly attributable to the company
f. A deliverable was materially deficient or materially inconsistent with the agreed scope and was not corrected within a reasonable time after notice
g. The customer was charged after a valid cancellation became effective
3. Non Refundable Transactions
Unless otherwise expressly agreed in writing, the following are generally non refundable:
a. Consultation fees already earned
b. Project discovery, planning, and technical assessment fees
c. Custom software development work already performed
d. Configuration, coding, testing, integration, or deployment work already commenced
e. Cloud hosting, subscription, or support periods already used
f. Third party licensing fees
g. Domain, hosting, server, or infrastructure costs already incurred
h. Training services already delivered
i. Technical support hours already used
j. Special order or custom configured hardware
k. Digital products, downloads, credentials, access keys, or software enablement once issued
l. Fees already paid to third party vendors, suppliers, logistics providers, or implementation partners on the customer’s behalf
4. Project Cancellations
Where a customer cancels a software, AI, cloud, hardware, or integration project after work has commenced, ULTIMO TRADING COMPANY LTD may retain or invoice amounts covering work performed up to the cancellation date, including labor, reserved resources, technical analysis, procurement expenses, third party fees, and other nonrecoverable costs already incurred.
5. Subscription and Cloud Services
Recurring subscriptions must be cancelled before the next billing cycle in order to prevent future charges. Except where required by law or expressly agreed otherwise, payments for a current subscription or service period already billed are not refundable.
Where a material service disruption or company side failure affects a hosted or recurring service, the company may offer remediation, service extension, service credit, or another commercially reasonable remedy instead of or in addition to a refund.
6. Hardware and Device Returns
For hardware, servers, devices, electronics, or IoT related goods, customers should notify the company of any issue within five business days after delivery unless another written period applies.
Returned items must ordinarily be unused, in substantially original condition, and accompanied by proof of purchase, packaging, manuals, and accessories, except where the complaint relates to verified defect or wrong delivery.
Items damaged through misuse, improper installation, power surges, unauthorized repair, neglect, incompatibility in the customer’s environment, or post delivery handling issues may not qualify for refund or replacement.
7. Refund Review Procedure
To request a refund, replacement, exchange, or billing review, the customer should contact ULTIMO TRADING COMPANY LTD using the support details published on the website and provide:
a. Customer name
b. Invoice, order number, or transaction reference
c. Date of payment
d. Description of the issue
e. Supporting screenshots, logs, photos, or correspondence where relevant
The company may investigate the claim and request additional information before making a determination.
8. Available Remedies
Where a claim is accepted, ULTIMO TRADING COMPANY LTD may choose the most appropriate remedy depending on the circumstances, including:
a. Bug fix or technical correction
b. Reperformance of service
c. Replacement product
d. Exchange
e. Service credit
f. Partial refund
g. Full refund
9. Refund Timing
Approved refunds will ordinarily be made through the original payment method unless another lawful method is agreed in writing. Processing times may depend on banks, payment processors, card schemes, and other intermediaries.
10. Chargebacks and Abuse
Customers are encouraged to contact the company first before initiating a chargeback. ULTIMO TRADING COMPANY LTD reserves the right to contest unjustified chargebacks and to suspend future services or orders where there is evidence of fraud, abuse, or bad faith conduct.