Refund & Cancellation Policy

Plain-language summary

This summary is here to be read. It is not the policy, and if it ever disagrees with the numbered clauses below, the numbered clauses apply.

• What you are buying. ABS Twin is a subscription, paid in advance for a month or a year, in UAE dirhams. We are not registered for VAT today, so no VAT is added to your fee; if that changes, clause 2.3 says what happens. It renews automatically unless you cancel. We tell you the price, the billing period, the renewal amount and how to cancel before you pay, and we remind you before a renewal.
• Cancelling, and refunds. Cancelling stops the next renewal; it does not shorten the period you have already paid for. A billing period that has started is not normally refunded — but that is a general position, not an absolute rule: clause 7.2 sets out the refund and return rights UAE law gives you, and if we end your service for our own convenience or you end it for our material breach, you get a pro-rata refund of what you prepaid and did not use.
• When something goes wrong, we fix it first — but the choice is yours where the law gives you one. Our first remedy is to put the service right; if that does not work we refund, and you can walk away. Where the law entitles you to choose between a correction, a partial refund and a full refund, that choice is yours (clause 8.3.5).
• We do not keep billing for something you cannot use. Where a service is unavailable, the fees for it are abated (clause 8.6), and if it goes on long enough either of us can end that service with a pro-rata refund. What we do not do is pay twice for the same outage — clause 8.8 says so plainly.
• Your data is never a hostage. Your export is free, it is not conditional on your bill being paid, and we do not delete during a dispute or during your retrieval window. Clause 6.6 says how to ask for it and how long it takes.

1. About this Policy

1.1 Who publishes it. This Policy is published by Carnelian Technologies L.L.C-FZ, a limited liability company licensed under the Meydan Free Zone regulations, Dubai, United Arab Emirates, licence no. 2415615.01, expiring 25 January 2027, registered address Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. — which is also the published and correspondence address, there being no separate mailing address ("Carnelian", "we", "us", "our"). Full identity, licence and contact particulars are published in the Legal Notice, which is the canonical identity record.

1.2 What it covers. This Policy explains what a Studio is buying when it subscribes to ABS Twin, how it is billed, how it cancels, and when and how it gets its money back. The headings say where each subject is dealt with.

1.3 Who it is for. This Policy is for the Studio — the licensed business entity identified on the Order Form that subscribes to ABS Twin. It is not addressed to Guests. A Guest who books a treatment with a Studio contracts with that Studio, on that Studio's own cancellation and refund terms, and this Policy does not govern that relationship.

1.3.1 We are not the merchant of record for a Guest transaction, and we hold no Guest funds. A Guest pays the Studio, not us. Where the Console records a Guest payment, a deposit, an invoice, a refund, a package or a gift card, it does so as a record of the Studio's own billing of its own Guests — the Studio is the seller, the Studio sets the terms, the Studio decides the refund, and the money is the Studio's. Carnelian's own payment relationship is with the Studio, for the fees in this Policy.

1.3.2 No third party may enforce this Policy. This Policy confers no right on, and is not enforceable by, any person other than Carnelian and the Studio — including a Guest, an Authorised User in a personal capacity, a Platform Provider or any other third party. This Policy creates no duty owed by us to a Guest. Our affiliates, officers, employees, contractors and Sub-processors have the express benefit of every exclusion, limitation and protection in it, which we alone may enforce on their behalf.

1.4 Defined terms. Capitalised terms used but not defined in this Policy have the meaning given in the Master Subscription Agreement. Where this Policy is read before the Studio has entered into that Agreement, the definitions in this clause are the operative ones. The terms used most often here are:

1.5 Where this Policy sits. This Policy is a public document. It does not vary the Studio's contract with us. Where this Policy and the contract stack differ, the contract stack governs, in this order: the Order Form for the commercial variables it actually addresses; then the Master Subscription Agreement and its addenda; then this Policy — save that nothing in the Order Form or that Agreement reduces a right stated in clause 7.2 or clause 13 of this Policy, and save as clause 13.0 provides for liability. Where a Stripe checkout, payment link or the Stripe billing portal displays terms that differ from the Order Form, the Order Form governs, and clause 10.4 explains the limits of what Stripe's portal is.

1.6 No agent may vary this Policy. No agent, reseller, introducer, referral partner or other third party has authority to vary this Policy, to waive, discount or refund a fee, to agree a refund, or to make any commitment about the Service on our behalf. Only a written instrument signed by an authorised representative of Carnelian does. This clause states the same rule as clause 24.1 of the Master Subscription Agreement and clause 6.1 of the sales agent agreement.

2. What you are buying, and how it is billed

2.1 Subscriptions. ABS Twin is a booking and customer-communications system that a Studio operates for its own Guests — reception, scheduling, reminders and the Studio's own customer records. It is not a general-purpose AI assistant and is not sold as one. It is licensed as a subscription to a tier. The tier determines the branches, Authorised User seats, channels and Usage Allowance included. The tier, the price and the Subscription Term are stated on the Order Form and on the published price schedule.

2.2 Billing periods. Subscription Fees are payable in advance for each billing period. The available billing periods are monthly, and annual paid in advance.

2.2.1 Annual plans are prepaid and are priced at a discount to twelve monthly payments — an annual plan is priced at the equivalent of ten monthly payments, i.e. two months free. Payment for an annual plan may be made by card or by bank transfer; where payment is by bank transfer, the subscription starts on receipt of cleared funds unless the Order Form says otherwise, and an invoice is issued for the transfer under the Billing & Tax Invoice Terms.

2.2.2 The discount on an annual plan is given in exchange for the commitment to the full annual term. An annual plan does not carry a general right to walk away part-way through the term: clause 6.2 gives a right to stop the renewal, and clause 6.8 lists the routes that do end an annual term before its end date. Where an annual subscription ends early by one of those routes and a pro-rata refund is due (in particular under clauses 5.4.1, 5.5.1, 6.7.1, 6.7.2, 7.3, 8.3.4, 8.6.2 or 15.3), the refund is calculated on the amount actually paid, not on the undiscounted list price. Where an annual term ends early and the Studio simply ceases to use the service, the annual discount is not recalculated retrospectively and no additional amount becomes payable for the months already used. The only case in which the difference between the discounted annual price and the monthly list price is brought into account is the netting calculation in clause 6.7.2, and it is brought into account there only against a refund, never as a charge.

2.3 Currency and tax. All fees are quoted and payable in UAE dirhams (AED) unless the Order Form states another currency, and are exclusive of VAT. Carnelian is not currently registered for VAT in the United Arab Emirates and holds no Tax Registration Number (TRN). No VAT is therefore charged on, or added to, any fee under this Policy, and no amount we invoice today carries a VAT element. We monitor the registration thresholds — mandatory registration at AED 375,000 of taxable supplies in a rolling twelve-month period, and voluntary registration once taxable supplies or taxable expenses reach AED 187,500, which apply to a free-zone services company in the same way as to any other — and VAT or equivalent indirect tax will be added at the prevailing rate in the jurisdiction in which the supply is treated as made (5% in the UAE at the date of this version) only if and when Carnelian becomes registered, from the effective date of that registration and not before, and is then shown separately on the invoice. Until Carnelian is registered, the document we issue for a fee is a commercial invoice and not a tax invoice: it states no TRN and no VAT amount, and it must not be presented or relied on as a tax invoice. Invoicing particulars, including the Arabic-language requirement, the mandatory invoice fields and the format and delivery channel required by UAE e-invoicing rules from time to time (which we may change without amending this Policy, and which we will change when the rules require it), are dealt with in the Billing & Tax Invoice Terms.

2.4 Automatic renewal — disclosed before you pay. Subscriptions renew automatically at the end of each Subscription Term for a further term of the same length, at the then-current price for the subscribed tier, unless cancelled under clause 6. Before a Studio pays for the first time, we disclose, on the checkout page or the Order Form: the price; the billing period; the fact that the subscription renews automatically; the amount that will be charged on renewal; the method and notice period for cancellation; and, where a pilot or promotional price applies, the terms on which it converts to the standard price. We also send renewal reminders under clause 5.4.

2.5 One-Off Fees. The following are charged once, not recurrently, and are stated separately on the Order Form and the invoice:

2.5.1 Onboarding and implementation — AED 1,499, waived on an annual plan — covering WhatsApp Business sender setup, Meta business verification, number configuration, data import, guest-memory seeding, template pack submission, assistant personality setup and one staff training session; 2.5.2 Voice Line Kit — AED 799 one-time, waived on an annual plan at the higher tiers — the analogue/SIP gateway device and its configuration on the Studio's existing telephone line, delivered on the terms in clause 7.6.4.1; 2.5.3 any professional services stated on the Order Form.

2.5.4 Where a One-Off Fee is delivered in phases with payment tied to phase completion, a payment schedule identifying each phase, its deliverable and its price is issued with the Order Form and forms part of it.

2.6 Usage Allowance, fair use and overages.

2.6.1 Usage Allowance is granted per Billing Month, is reset at the start of each Billing Month and does not roll over. Unused allowance has no cash value and is not refunded, subject to clause 7.7. 2.6.2 Fair-use limits are soft at launch: we will alert the Studio when consumption reaches 80% of an allowance, and we do not cut a channel off part-way through a Billing Month for exceeding a soft limit. Until that alert is automated in the Console we send it manually, and usage above a limit the Studio asked us to apply and did not get is not charged. 2.6.3 Where an allowance is exhausted, additional usage is either drawn from a Top-Up Pack or billed as an overage at the rate on the published price schedule. Overage rates are published before they are charged. 2.6.4 Inbound traffic is not throttled automatically: a spike in inbound messages or calls — including a promotional surge, a viral post or a flood of nuisance calls — consumes allowance and can generate overage or Pass-Through Charges. The Studio may control its own consumption using the spend limits the Console makes available, and, where a limit it has asked for is not yet available in the Console, by asking us to apply it, which we will do manually.

2.7 Top-Up Packs. Top-Up Packs are prepaid, are valid for 90 days from purchase and do not roll over beyond that validity period. Usage in a Billing Month is drawn down in this order and this order alone: the included Usage Allowance first; then the unexpired Top-Up Pack closest to expiry; then metered overage — so that a pack is not left to lapse while a newer one is consumed. This is the order stated in clause 7.4.1 of the Order Form and clause 8.4.1 of the Billing & Tax Invoice Terms, and it governs the calculation of every invoice whether or not the Console displays it. Automatic top-up is opt-in: it is off unless the Studio switches it on, we will prompt the Studio at 80% of an allowance, and it can be switched off at any time — in the Console where the Console exposes the control, and otherwise on written request, which we action manually.

2.8 Pass-Through Charges. Some charges are not ours. Per-message, per-conversation and per-minute charges levied by Platform Providers are billed to the Studio as Pass-Through Charges, itemised separately from Subscription Fees, at cost or at cost plus the margin stated on the Order Form. Where a margin applies the charge is not a bare cost recovery and we do not describe it as one. Platform Providers change these prices from time to time and we do not control when. Clause 5.5 governs how a change is passed on.

2.9 No fees beyond those announced. We do not charge a fee that is not published on the price schedule or stated on the Order Form, other than: (a) late-payment compensation under clause 9.3; (b) the direct, documented cost a payment processor charges us for a chargeback, under clause 10.2.3; (c) delivery outside the UAE and professional services agreed in advance and stated on the Order Form (clauses 7.6.4.1 and 2.5.3); and (d) extraordinary migration or data-extraction assistance beyond a standard export, at rates published or agreed in writing before it is provided. Payment-gateway and processing fees are not in that list: they are either included in the published price or they are not charged.

2.10 Statement descriptor. The descriptor under which a card payment appears on the Studio's card or bank statement is shown at checkout and on the payment receipt, and it is published here once the descriptor is fixed with the payment provider. We state it in those places so that the charge is recognisable and does not have to be disputed to be identified.

2.11 Changing the plan during a term. A Studio may change tier, add or remove a branch, and add or remove an Authorised User seat, during a Subscription Term. This clause says when the change takes effect, what is charged and what happens to the Usage Allowance.

2.11.1 Upgrades take effect immediately. A move to a higher tier, an additional branch or an additional seat takes effect on our confirmation, and is charged pro rata for the remainder of the current billing period. The recurring price changes from the next billing period. The Studio's Usage Allowance for the current Billing Month is increased to reflect the change for the remainder of that month.

2.11.2 Downgrades take effect at the next billing period. A move to a lower tier, the removal of a branch or the removal of a seat takes effect at the start of the next billing period. It does not shorten the billing period already paid for, and it does not produce a refund or a credit for that period — the Studio keeps the higher tier, the branch or the seat, and its allowance, for the rest of the period it has paid for.

2.11.3 Usage Allowance on a change. The Usage Allowance for a Billing Month is the allowance of the tier in force at the start of that month, increased under 2.11.1 for an upgrade taken during the month. A downgrade does not reduce an allowance already granted for the current month, and does not create a refund of the unused part of it (clause 7.7.1).

2.11.4 Annual plans. On an annual plan, an upgrade is charged pro rata for the remainder of the annual term and renews at the new price; a downgrade or a removal takes effect at the start of the next Renewal Term. Clause 2.2.2 governs the annual discount on any such change.

2.11.5 A change the Studio asked for is not a price change. A change under this clause is not an increase under clause 5.1, is not subject to the notice in clause 5.2, and is outside the renewal cap in clause 5.3.

2.11.6 A branch or seat removed under this clause stops being billed from the date the change takes effect. Hardware supplied to a branch is dealt with in clause 7.6.4.

2.12 Service continuity when a bundle runs out. Exhausting a marketing allowance pauses marketing sending only. Guest conversations, bookings, reminders tied to an actual appointment and the Console remain available.

3. The Live Pilot

3.1 There is no free trial. ABS Twin is not offered on a free or "freemium" basis. What we offer is a paid pilot — the Live Pilot — which runs on the Studio's real calendar and with the Studio's real Guests.

3.2 Terms of the Live Pilot. 14 days, AED 499, delivering the Gold tier experience with campaign and marketing lanes excluded. The Live Pilot is available once per Studio and once per group of commonly-controlled Studios — "control" has the meaning given to it in the affiliate definition in clause 1.1 of the Master Subscription Agreement. The Live Pilot Fee is dealt with in clauses 6.2 (cancellation), 7.1 (the general position) and 7.2 (statutory grounds).

3.3 The Live Pilot guarantee — where the Order Form records one. Where the Order Form records a Live Pilot guarantee, it applies on the terms stated on the Order Form. This clause describes how a claim under it is made and measured; it does not itself grant the guarantee, and the figures below are the figures the Order Form is expected to carry. The guarantee as designed is: if, during the Live Pilot period, the Assistant does not complete at least 10 Qualifying Bookings, the Studio may claim a full refund of the Live Pilot Fee.

3.3.1 "Qualifying Booking" has the meaning given in clause 9.1.1 of the Order Form, which is the operative definition for the whole contract stack and which governs. This Policy does not state the test in its own words and does not vary it; where this Policy and clause 9.1.1 of the Order Form differ in wording or in effect, the Order Form governs. The definition, restated here for prominence and convenience only, is an appointment that (a) was created, rescheduled or confirmed by the Assistant in a conversation with the Guest, without a member of the Studio's staff entering it manually; (b) was confirmed in the Studio's calendar; and (c) was not cancelled by the Guest within 24 hours of being made. A booking is counted once, whether or not it is later rescheduled. A booking is not disqualified because the Guest did not attend, because the Studio cancelled it, or because the Studio later edited it. Bookings the Assistant merely referred to, quoted for, or escalated to staff without completing do not count. The conversation may take place on any channel enabled for the Studio and identified on its Order Form, and on no other; this clause names no channel, and the Studio's own Order Form is the only statement of which channels its Assistant answers. 3.3.2 How it is measured. The count is taken from the Studio's own booking records in the Console, which the Studio can see at any time during the Live Pilot and can ask us to export under clause 6.6. We will show our record of Assistant-attributed bookings on request. 3.3.3 Who measures it. The Studio makes the claim; we verify it against the same records; and we respond within 5 Business Days. 3.3.4 What happens if we disagree. If we do not agree that the guarantee is met, we set out in writing which bookings we counted and why, and the Studio may take the disagreement through clause 11 (complaints) and then clause 10.1 (pre-action step). Nothing in this clause prevents the Studio from pursuing its statutory or contractual rights. 3.3.5 Conditions that must be true for the guarantee to bite. The guarantee assumes the Studio has completed onboarding, that the Assistant is live on at least one Guest-facing channel for the whole pilot period, that the service catalogue, hours and availability in the Console are accurate, and that the Studio has not switched the Assistant off. Where the Assistant could not run because the Studio did not complete a step within its control, or because a Platform Provider approval, verification or sender registration was still outstanding, the pilot period is extended by the corresponding number of days rather than the guarantee failing.

3.4 Claim window. A Live Pilot guarantee claim must be made within 14 days of the end of the Live Pilot period, by email to the address in clause 12, quoting the Studio name and the pilot dates. Where we accept the claim we pay the refund within 14 days of accepting it, matching clause 9.1.2 of the Order Form.

3.5 Conversion. If the Studio converts to a paid subscription, the Live Pilot Fee is credited: 100% against an annual plan, 50% against a monthly plan. Conversion is not automatic — the Live Pilot does not roll into a paid subscription unless the Studio affirmatively subscribes, and we do not take a recurring payment method for a pilot without disclosing at the point of payment exactly what will and will not be charged afterwards.

4. Promotional offers

4.1 Promotional offers — for example a founding-cohort discount or a referral credit — are offered only on published terms. Each offer states its eligibility, its duration, the discount or credit, whether it applies to renewals, and when it ends.

4.2 An offer does not change anything else in this Policy. In particular, a discounted subscription renews, cancels and refunds exactly as a standard subscription does, at the discounted price for as long as the offer terms say it applies. Where an offer states that a discount applies on renewal, the renewal cap in clause 5.3 is measured against the discounted price the Studio actually pays, not against the list price, and the offer terms must say so in the same words.

4.3 A credit or discount has no cash value, is not exchangeable for money, and is not refunded on cancellation. Where a Studio has prepaid and a refund is due under clause 7, the refund is calculated on the amount actually paid, not the undiscounted list price.

4.4 Permits. Where a promotions permit is required from the competent authority before a discount, a launch offer, a referral reward or the Live Pilot is advertised, no offer is advertised until that requirement is met.

5. Prices and price changes

5.1 Fixed for the term. The Subscription Fees stated on the Order Form are fixed for the Subscription Term. We do not raise them part-way through a term the Studio has already committed to and paid for.

5.2 Changes on renewal. We may change the price for a Renewal Term. If we do:

5.2.1 we give the Studio at least 90 days' written notice before the renewal date, to the Studio's registered contact address and in the Console, matching clause 10.7.2 of the Master Subscription Agreement and clause 8.5 of the Order Form; 5.2.2 the notice states the current price, the new price, the renewal date and the date by which the Studio must act to prevent renewal; 5.2.3 the Studio may cancel before the renewal takes effect, without penalty, under clause 6; and 5.2.4 Reaction window — the exit must be a real one. The Studio may prevent the renewal by written notice given within 30 days of our notice, or by the deadline in clause 6.2 if that is later — notwithstanding clause 6.2. This states the same rule as clause 10.7.2A of the Master Subscription Agreement and clause 8.5.3 of the Order Form. A notice that arrives on or after the last day the Studio could otherwise cancel is not notice, and clause 5.4.1 applies to it.

5.3 Increase cap on renewal. An increase in the Subscription Fees for a Renewal Term will not exceed the renewal-uplift cap stated in clause 10.7.3 of the Master Subscription Agreement, so that the stack carries one number and not two. The cap is expressed and applied on an annualised basis, so that it means the same thing on a monthly plan and on an annual plan. It does not apply to an increase attributable to: a change in the Studio's tier, branches or seats requested by it under clause 2.11; a change in Pass-Through Charges (clause 5.5); a change required by law or tax; or an increase in our direct Platform Provider cost for the tier, notified with the increase and evidenced on request.

5.4 Renewal reminders — sent while the Studio can still act on them. For an annual subscription we send a renewal reminder at 90 days and again at 75 days before the renewal date. For a monthly subscription we send a reminder at least 35 days before the renewal date — that is, ahead of the 30-day deadline in clause 6.2 — and again when a price change is due to take effect. Each reminder goes to the Studio's registered contact address and states the renewal date, the amount that will be charged, the date by which the Studio must act to prevent renewal, and how to cancel. Every reminder is sent before the cancellation window in clause 6.2 closes. This matches clause 8.1 of the Order Form.

5.4.1 If a reminder or a price-change notice is late or is not sent. Where a reminder required by 5.4, or a price-change notice required by 5.2.1, is sent after the cancellation window in clause 6.2 has closed, or is not sent at all, a cancellation received within 14 days of the reminder or notice actually being sent — or, where none was sent, within 14 days of the renewal charge — is accepted against that renewal notwithstanding the deadline in clause 6.2. The subscription ends on the date the cancellation is received, or on such later date as the Studio requests, and we refund the fees charged for the Renewal Term pro rata by whole days from that date. Where the Studio has not used the Service at all in the Renewal Term, we refund the full amount charged for it.

5.5 Pass-Through Charges. Where a Platform Provider changes its per-message, per-conversation or per-minute pricing, we may pass that change on. We give at least 30 days' notice. Where we receive less than 30 days' notice from the Platform Provider, the increase does not take effect as against the Studio until 30 days after we notify the Studio of it, and we absorb the difference in the interim.

5.5.1 Right to exit a Pass-Through Charge increase. The Studio may terminate the affected channel without penalty, and receive a pro-rata refund of any prepaid fee attributable to that channel, by written notice given before the change takes effect or within 30 days of our notice of it, whichever is later; any increased amount already charged is refunded. Where the change would increase the Studio's total expected charges for the affected services by more than 15%, and the affected channel is one through which the Studio receives the substantial part of its Guest traffic, the Studio may instead terminate the subscription as a whole, without penalty, by written notice given within the same window, and receive a pro-rata refund of all prepaid, unused fees (including any unexpired Top-Up Pack, under clause 7.3).

5.6 Taxes. Prices are exclusive of VAT and of any other tax, levy or duty, which is added where applicable — and, in the case of UAE VAT, only if and when Carnelian becomes registered (clause 2.3). Where the Studio is required by law to withhold an amount, the amount payable to us is grossed up so that we receive what we would have received without the withholding, unless the Order Form says otherwise.

5.7 Nothing here is a unilateral right to reprice. A price change takes effect only on renewal, only on the notice in 5.2, and only where the Studio has a right to exit without penalty. We do not reserve, and do not exercise, a right to change the price of a committed term at our own will.

6. How to cancel

6.1 Three ways to cancel. A Studio may cancel:

6.1.1 in the Console — open the billing section, which opens the Studio's Stripe billing portal session, and cancel the subscription there; 6.1.2 by email — to info@contact.abstwin.com, marked "Attn: Billing", from an email address registered to an Authorised User with authority to bind the Studio, stating the Studio name and the requested cancellation date. A cancellation sent to that address is effective on receipt under clause 6.9.1, whether or not the attention line is used. A formal legal notice is a separate route from a cancellation: it goes to legal@contact.abstwin.com, marked "Attn: Legal" (clause 12), and sending a cancellation to the billing address instead does not make it any less effective; or 6.1.3 by written notice to the notice address in clause 12.

6.2 Notice periods.

6.2.1 One rule per plan, not two. For a monthly plan there is a single rule, and it is the one in the table. The 30 days' figure for a monthly plan matches clause 12.2.2(a) of the Master Subscription Agreement and the notice row in clause 8.1 of the Order Form.

6.2.2 A cancellation that arrives after the deadline does not lock the Studio into another full term. Where a cancellation is received after the deadline in the table but before the renewal date, the Renewal Term converts to a rolling monthly term on the same tier and price, cancellable on 30 days' notice, rather than the cancellation being ineffective. Amounts already charged for a Renewal Term that does not run in full are refunded pro rata by whole days.

6.2.3 Clause 5.2.4 overrides the deadlines in this clause where a price change has been notified, and clause 5.4.1 overrides them where a reminder or notice was late or not sent.

6.3 What cancellation does.

6.3.1 Cancellation stops the next renewal. It does not end the current Subscription Term early and it does not, by itself, create a refund of fees for the current term. The Studio keeps full access until the end of the term it has paid for. 6.3.2 Fees already accrued, including Pass-Through Charges and overages incurred up to the end of the term, remain payable. 6.3.3 One-Off Fees are dealt with in clause 7.6. 6.3.4 Where a Studio cancels because of a price change (clause 5.2), a material adverse change to this Policy or to the Master Subscription Agreement (clause 15), or a Sub-processor change it has validly objected to under the Data Processing Agreement, the cancellation takes effect before the change takes effect and any prepaid, unused fees for the period after that date are refunded pro rata.

6.4 We confirm your cancellation in writing — and the confirmation is evidence, not a condition. Within 2 Business Days of receiving a cancellation, we send a written confirmation stating the effective end date and the final amount that will be charged, if any. A cancellation is effective on receipt by us. The confirmation records it and is not a condition of it: the absence of a confirmation does not invalidate a cancellation we in fact received, and where we cannot show that a cancellation was not received, we treat it as received on the date the Studio says it was sent. If a confirmation does not arrive, please contact us using clause 11 so that we can correct our record — but the Studio does not lose its cancellation because our confirmation failed.

6.5 The billing portal is a mechanism, not a promise. The Stripe billing portal is a third-party service provided under Stripe's own terms. We are responsible for making sure that the cancellation process actually works and that the information displayed about a Studio's subscription is correct. If anything shown in the portal is wrong, tell us — clause 11 — not Stripe.

6.6 Your data on the way out.

6.6.1 The Studio may request an export of its Customer Data at any time during the term and during the retrieval window, at no charge, and we provide it within 14 days of a written request — matching clause 18.2.1 of the Data Processing Agreement. We do not charge for a standard export, and we do not make an export conditional on an invoice being paid or a dispute being settled. A charge may apply only to extraordinary migration or bespoke extraction beyond a standard export, agreed in writing before it is provided (clause 2.9(d)). 6.6.2 After the subscription ends, the Studio has a retrieval window of 30 days from the effective date of termination in which to request and receive an export, and to elect in writing whether it wants the data returned or deleted. This matches clause 18.2 of the Data Processing Agreement and clause 11.1 of our data retention and deletion schedule. 6.6.3 What happens after the retrieval window closes. Deletion from live systems completes within 60 days of the effective date of termination — the 30-day retrieval window plus the deletion period in our data retention and deletion schedule — and that combined figure is the only figure quoted, because the 30-day window describes when export ends, not when deletion completes. That figure has two tails, and it is not stated without them: residual copies persist in our encrypted backups until the backup expires or its key is destroyed, and in Sub-processor systems on those Sub-processors' own cycles, several of which exceed 60 days. Retention overrides that require us to keep something longer — a legal, tax or regulatory hold — and the treatment of a dormant or long-delinquent account are governed by the Master Subscription Agreement, the Data Processing Agreement, the Restricted / Health Data Addendum where the Studio processes health data, and our data retention and deletion schedule, and are described in the Privacy Policy. We do not delete Customer Data during a dispute, during the notice period, or during the retrieval window.

6.7 Cancellation by us.

6.7.1 For convenience. We may end a subscription — monthly or annual alike — on 90 days' written notice, matching clause 12.4.1 of the Master Subscription Agreement, which states a single 90-day period for every plan. If we do, we refund, pro rata, the prepaid fees for the part of the term the Studio does not receive. We do not take a right to end a subscription immediately and without notice for our own convenience.

6.7.2 For cause. We may end a subscription where the Studio is in material breach and has not put it right within 30 days of written notice; or immediately on insolvency, on unlawful use, on use that a Platform Provider prohibits and will not permit us to continue, or where continuing would expose us or a Guest to a serious risk of harm or legal liability. Where we end a subscription under this clause, we refund the prepaid fees for the unused remainder of the term, calculated pro rata by whole days, less: (a) any amount the Studio owes us; (b) on an annual plan, the difference between the discounted annual price and the monthly list price for the months actually used; and (c) our direct, documented losses caused by the breach. Each deduction is itemised in writing when the refund is made, and evidence of a deduction under (c) is provided on request. We do not forfeit prepaid, unconsumed fees outright.

6.7.3 Suspension is different from termination and is governed by clause 9.4.

6.8 The routes that end a term before its end date. Cancellation under clause 6.2 stops the next renewal; it does not end the current term. A Subscription Term — monthly or annual — ends before its end date only by one of these routes:

6.8.1 the Studio terminates for our material breach, uncured within the cure period. That right is a contractual right and it lives at clause 12.3.2 of the Master Subscription Agreement — the Studio may terminate immediately by written notice for a material breach not cured within 30 days of written notice specifying it — with the pro-rata refund at clause 12.3.4 of that Agreement. Clause 7.3 of this Policy describes the same refund; 6.8.2 we terminate for convenience on notice under clause 6.7.1 (pro-rata refund), or for cause under clause 6.7.2 (netted pro-rata refund); 6.8.3 a price change, a materially adverse change to this Policy or to the Master Subscription Agreement, or a Sub-processor change validly objected to — clauses 5.2, 6.3.4 and 15.3; 6.8.4 a Pass-Through Charge increase meeting the threshold in clause 5.5.1; 6.8.5 chronic or repeated service failure — clause 8.3.4; 6.8.6 prolonged unavailability outside both parties' control — clause 8.6.2; 6.8.7 a Live Pilot ending at the end of its stated period without conversion — clauses 3.2 and 3.5; or 6.8.8 a statutory right under clause 7.2, or any other right that applicable law confers and that clause 13.1 preserves.

6.9 Notices, and when they are treated as received. A notice required by this Policy — a cancellation under 6.1, a price-change notice under 5.2.1, a change notice under 15.2 or a termination notice under 6.7 or 6.8 — is given in writing, to the Studio's registered contact address (the email address and postal address recorded for the Studio on the Order Form, as updated by the Studio in the Console) and, where we are the sender, also in the Console. Deemed receipt runs by direction:

6.9.1 a notice from the Studio, including a cancellation under 6.1, is treated as received at the time of transmission, provided the sender is not told it was not delivered; 6.9.2 a notice from us sent by email is treated as received on the next Business Day after sending, unless the sender is told it was not delivered; and 6.9.3 a notice delivered by hand or by courier, in either direction, is treated as received on delivery.

We do not treat a Console-only notice as sufficient for a change that costs the Studio money or ends its service — it goes to the registered address as well. The Studio must keep its registered contact address current; we act on the address we hold.

6.10 Electronic communications. The Studio agrees that this Policy, the Order Form, notices, invoices, credit notes, confirmations and records of acceptance may be created, sent, received, signed and retained in electronic form, and that an electronic record or electronic signature satisfies any requirement in this Policy for writing or signature. This does not affect any right the Studio has to receive a document in another form where the law requires it. This clause is given effect by Federal Decree-Law 46/2021 on electronic transactions and trust services.

7. Refunds

7.1 The general position. Fees for a billing period that has begun are not refunded merely because a Studio stops using the service or cancels part-way through the period. That is a general position, not an absolute rule, and it applies to Subscription Fees, to One-Off Fees (subject to clause 7.6) and to the Live Pilot Fee (subject to clause 3.3) alike. Clause 7.2 sets out refund and return rights that arise under UAE law and that we do not attempt to exclude; clauses 7.3 to 7.5 set out the refunds we give on top of them; and clause 13.1 confirms that nothing in this Policy removes a right that cannot lawfully be removed.

7.2 Your rights under UAE law. Under the UAE law on trading by modern technological means (Federal Decree-Law 14/2023, Article 7), as in force from time to time, a purchaser of a service by electronic means may return or exchange it, and obtain the corresponding remedy, including where:

7.2.1 the service violates UAE legislation; 7.2.2 on receipt the service is defective, incomplete, damaged or contrary to the description stated by us, or is affected by any other reason arising before receipt; 7.2.3 delay on our side makes it impossible for the Studio to make use of the service; 7.2.4 the service violates the terms and conditions of the digital contract, or the terms we ourselves announced. This includes our published Service Description, this Policy and the SLA & Support Policy. For the purposes of this limb only, a failure to meet a period expressed in this Policy as a target under clause 13.7, and an immaterial or promptly-corrected departure from an announced term, are not of themselves a ground; nothing in this sentence narrows limbs 7.2.1 to 7.2.3 or 7.2.5, or the statutory chapeau; or 7.2.5 in any other case decided by the competent Minister. The grounds above are the grounds the law names; they are not a closed list that we have chosen, and this Policy does not narrow them.

7.2.6 When the right is forfeited. The same law forfeits the right where: (a) the service has already been used, other than to the extent needed to verify that it is free of a defect; (b) the period specified by the applicable legislation has been exceeded; (c) the item is of a category that a Ministerial decision excludes from return, or is a consumable expiring within a short stated period; or (d) the item is a book, film or program that may only be used, viewed or listened to once. For a service supplied on subscription by electronic means, (c) and (d) do not ordinarily bite; the practical effect of (a) is that consumption of the service in a billing period is relevant to what is refundable, and it does not extinguish a claim founded on 7.2.1 to 7.2.5.

7.2.7 The return period. The return or claim period specified by the applicable legislation for a service supplied by electronic means on subscription is not stated here as a number of days, because we have not confirmed which period applies to a subscription service of this kind and we will not print a deadline against a Studio that we have not checked. Until it is stated here as a number of days, we apply clause 7.9.2 and we do not decline a claim on the ground that a statutory period has passed.

7.2.8 There is no general change-of-mind or cooling-off right for a business subscription under UAE law, and we do not offer one. Clauses 7.2.1 to 7.2.5 are the rights that do apply.

7.2.9 The other statutes referred to in this Policy are Federal Law 15/2020 (Consumer Protection) and Cabinet Decision 66/2023 (its executive regulation), each as in force from time to time.

7.3 Refund where we are at fault. If the Studio terminates because we are in material breach and have not put it right within the 30-day cure period in clause 12.3.2 of the Master Subscription Agreement, or if we terminate for our own convenience under clause 6.7.1, we refund the prepaid fees for the unused remainder of the term, calculated pro rata by whole days. "Prepaid fees" here includes the unconsumed value of any unexpired Top-Up Pack, which is refunded in full to the extent unconsumed. We do not keep prepaid value for a service we chose to stop providing, or that we failed to provide.

7.4 We fix it before we refund it. Where the complaint is that the service has failed rather than that it was never delivered, our first remedy is to re-perform or remediate it, and, where a published service level applies, to apply service credits. Clause 8 sets out the ladder. A refund is available where re-performance does not resolve the failure, or where the failure has already deprived the Studio of the benefit of the period in question. The Studio's election of remedy where applicable law gives it one is stated once, at clause 8.3.5, and that clause governs this clause.

7.5 Refunds we elect to give. We may give a refund, a credit or a pro-rata adjustment in circumstances where we are not obliged to. A refund under this clause is given only in writing by an authorised representative of Carnelian (clause 1.6). Doing so once does not create an entitlement, a course of dealing or a precedent, and does not waive any term of this Policy or of the Master Subscription Agreement.

7.6 One-Off Fees.

7.6.1 A One-Off Fee is refundable in full if the Studio cancels before we begin the work it pays for. 7.6.2 Once the work has begun, a One-Off Fee is not refundable in respect of the phases already delivered. Where the work is phased and we have delivered only part of it, the Studio pays only for the phases delivered and we refund the balance. 7.6.3 "Begun" means we have started a phase identified on the payment schedule — for example, submitted a business-verification application, configured a number, started a data import, or dispatched the Voice Line Kit hardware. We record the date each phase started and will produce that record on request. 7.6.4 The Voice Line Kit hardware carries its own warranty as stated on the Order Form and the invoice. Faulty hardware is replaced or refunded under that warranty, separately from this clause.

7.6.4.1 Delivery. The Voice Line Kit is the only physical item in the offering, and these terms apply to it as a delivered good. We dispatch it to the delivery address on the Order Form, with an indicative lead time of 5 Business Days within the UAE from the later of receipt of the Voice Line Kit fee and acceptance of the Order Form. Delivery within the UAE is included in the fee in clause 2.5.2 — we do not add a shipping, handling, customs or logistics charge that was not announced before the order was placed. Delivery outside the UAE, where we agree to it, is quoted before the order and stated on the Order Form.

7.6.4.2 If it arrives damaged, incorrect or not working. The Studio should check the device on delivery. Where it arrives damaged, is not the item ordered, or does not function on arrival, we replace it at our cost — including the carriage both ways — or, at the Studio's election, refund the Voice Line Kit fee in full. Please tell us within 7 days of delivery so that we can deal with the carrier. That period is a request that preserves a carrier claim, not a time bar. The election of a full refund under this clause is available for the duration of the warranty period in clause 7.6.4; after that period the warranty in 7.6.4 and the statutory routes in clause 7.2 remain available, and nothing in this clause affects them.

7.6.4.3 Delay. Where we cannot deliver within the lead time in 7.6.4.1 we tell the Studio and give a revised date. Where the delay makes the Voice Line Kit unusable for the purpose it was bought for, the Studio may cancel that item and receive a full refund of the Voice Line Kit fee.

7.6.5 Where onboarding cannot be completed because a Platform Provider refuses, delays or revokes an approval that is outside our control — for example a business verification, a sender registration or a message-template approval — we will (a) tell the Studio promptly, (b) keep working the application at no extra charge, for up to 3 submission attempts or 90 days from the first refusal, whichever is later, for as long as it is reasonably capable of succeeding, and (c) if it cannot succeed within that period, refund the part of the onboarding fee attributable to the phases that cannot be delivered. We do not keep a fee for something we cannot deliver, and the refund in (c) is not conditional on exhausting (b) where the application is plainly incapable of succeeding.

7.7 Usage, allowances and Top-Up Packs.

7.7.1 Unused Usage Allowance is not refunded and does not roll over (clause 2.6.1). 7.7.2 Top-Up Packs are prepaid and are not refunded, and expire at the end of their validity period (clause 2.7). 7.7.3 Exception. Where an allowance or a Top-Up Pack went unused because the service was unavailable, because we suspended it other than for the Studio's breach, because a channel we were contracted to provide was not live, because we ended the subscription for our own convenience under clause 6.7.1, or because the Studio terminated for our material breach under clause 7.3, we extend the validity period or refund the unused portion, at the Studio's election, subject to clause 8.8 (no double recovery). This states the same rule as clause 7.5.1 of the Order Form.

7.8 How refunds are paid. A refund is made to the original payment method, in the currency it was paid in, within 14 days of us agreeing it — the same period and the same unit as clause 18.2.3 of the Billing & Tax Invoice Terms and clause 9.1.2 of the Order Form — subject to the time the payment processor or receiving bank takes to settle it. We charge no administrative fee for making a refund (clause 18.3 of the Billing & Tax Invoice Terms). Where the Studio has an unpaid undisputed balance we may apply the refund against it first and refund the remainder, and we say that we have done so (clause 18.5 of those Terms); clause 9.5 governs set-off of a disputed amount. Where the original method is no longer usable, we hold the amount as a credit balance in the Studio's name, do not treat it as forfeited, write to the Billing Contact and the notice address at least twice at intervals of not less than 30 days during a holding period of 12 months, and do not write it back to our own account (clause 18.6A of those Terms). Bank charges and currency-conversion differences applied by the Studio's own bank or card issuer are outside our control and are not reimbursed.

7.8.1 VAT and the credit note. While Carnelian is not registered for VAT (clause 2.3), no fee carries a VAT element and a refund is simply of the amount actually paid, documented by a commercial credit note. Where VAT was charged on the fee being refunded, the refund is made inclusive of the VAT element — we do not refund the fee and keep the tax — and a tax credit note is issued under the Billing & Tax Invoice Terms. The credit note is issued within the period required by the VAT Executive Regulations, which may be shorter than the refund period in clause 7.8, and it is not withheld pending payment of the refund.

7.9 How to ask for a refund.

7.9.1 Email info@contact.abstwin.com, marked "Attn: Billing", or raise a ticket through the support route in clause 11, quoting the Studio name, the invoice number and what went wrong. A refund request is recorded and answered whether or not the attention line is used. 7.9.2 Please claim within 30 days of the charge or of becoming aware of the issue. This is a request that helps us investigate while the evidence is fresh. It is not a time bar on a statutory right, and a late claim founded on a statutory right under clause 7.2 is still considered. A claim founded on a contractual or discretionary route in this Policy is subject to the notification condition in clause 13.5. 7.9.3 We aim to acknowledge within 1 Business Day and to give a substantive answer within 10 Business Days. If we need longer, we say so and say why. These are targets under clause 13.7. Where the complaint-tracking mechanism in clause 11.2 is live, the acknowledgement carries a ticket reference. 7.9.4 If we decline, we tell the Studio the reason in writing and tell it how to escalate (clause 11.5).

7.10 What we ask of the Studio. UAE law places obligations on the purchaser as well as on us: to purchase through legitimate means, to review the announced specifications and terms of the digital contract diligently before purchasing, to pay what is due, and not to abuse the right to refuse or return. We ask the same in practice: read the price schedule and this Policy before subscribing, tell us early when something is wrong, and use clause 11 rather than a chargeback. A refund claim that is not made in good faith may be declined; where we decline on that ground we say why in writing and clause 11.5 applies, and clause 7.2 is not affected by this clause.

8. Service failures, re-performance and service credits

8.1 What we warrant. We warrant that ABS Twin will perform materially in accordance with the Service Description and Documentation, and that we will provide the service with reasonable skill and care. We do not sell the service "as is" and we do not attempt to disclaim that warranty. That warranty is given in respect of the Service we provide and does not extend to the acts or omissions of a Platform Provider. The warranty applies for the duration of the Subscription Term and each Renewal Term, and that period is stated as the warranty period on each invoice, and a warranty document is provided with the invoice, under the Billing & Tax Invoice Terms.

8.1.1 Platform Provider acts are not a breach of clause 8.1. An outage, suspension, throttling, rate limit, template rejection, approval refusal, quality-rating action, number or account action, deprecation, policy change or price change by a Platform Provider is not a failure by us to provide the Service and does not breach clause 8.1 — except to the extent caused or materially contributed to by our act, omission, misconfiguration or failure to maintain a registration, approval or account we are responsible for maintaining. We select and configure our Platform Providers and we take responsibility for that selection, integration and configuration and for our own acts; we do not underwrite their uptime. Where a Platform Provider's act makes a service unavailable, clause 8.6 and clause 22 of the Master Subscription Agreement give fee relief and, if prolonged, an exit.

8.2 What we do not warrant. We do not warrant that the service will be uninterrupted or error-free, that an AI output will be accurate in every instance, or that a Platform Provider will remain available, keep its prices stable, approve a template, or refrain from restricting a number or an account. The Service Description and the Known Limitations Annex say what the service is and what it is not; the AI & Communications Addendum governs AI outputs and the Studio's oversight duty.

8.3 The remedy ladder. Where the service fails to meet the warranty in 8.1, and the Studio notifies us:

8.3.1 we re-perform or remediate — we fix it, and where the failure prevented a task from being completed we perform that task again, at no charge. Where a failure cannot be remediated promptly we provide a documented workaround or an alternative route for the affected function, at no charge, until it is; 8.3.2 service credits apply where a published service level applies to the failure, calculated and claimed as set out in the SLA & Support Policy; 8.3.3 pro-rata refund — if we cannot remediate a material failure within a reasonable period, we refund the fees for the affected period, pro rata; and 8.3.4 termination — for a chronic or repeated failure the Studio may terminate the affected service, or the subscription, without penalty, and receive a pro-rata refund of prepaid unused fees.

8.3.4A Scope of the ladder. Clauses 8.3.3, 8.3.4 and 8.6 are subject to the exclusions in clause 8.5 in the same way as clause 8.3.2: a failure caused by the Studio, its Authorised Users, its own systems or its own connectivity, or by content, configuration or data the Studio supplied, is not a failure of the warranty in clause 8.1 and does not engage this ladder. This states the perimeter of what was promised; it is not an exclusion of liability.

8.3.5 The Studio's election, where the law gives it one. Clauses 8.3.1 to 8.3.4 set out the order in which we will normally act. Where applicable law entitles the Studio to choose between correction or re-performance of the service, a partial refund and a full refund, that choice is the Studio's, and this ladder operates subject to it rather than displacing it. Nothing in clause 8.3 makes a refund conditional on our re-performance having been attempted first where the law says otherwise, and nothing in it makes us the judge of which remedy the Studio may have. This clause is the single statement of that election in this Policy; clauses 7.4 and 13.3 cross-refer to it and do not restate it.

8.4 Service credits and other remedies. Where a published service level applies, service credits are the sole remedy for the availability shortfall itself, except: (a) where applicable law does not permit that; (b) re-performance and remediation under clause 8.3.1; (c) termination under clause 8.3.4 on chronic or repeated failure; and (d) subject to the Studio's election under clause 8.3.5. A pro-rata refund under clause 8.3.3 is available where we cannot remediate a material failure within a reasonable period; it is not additional to a service credit for the same period, and any credit already applied is set against it (clause 8.8).

8.5 What is outside the calculation. Service credits and the availability measurement in the SLA & Support Policy exclude: scheduled maintenance notified in advance; failures caused by the Studio, its Authorised Users, its own systems or its own connectivity; failures caused by content, configuration or data the Studio supplied; preview, beta or early-access features; force majeure; and outages, throttling, suspensions, policy changes, rate limits, approval refusals and deprecations at Platform Providers — except to the extent caused or materially contributed to by our act, omission, misconfiguration or failure to maintain a registration, approval or account we are responsible for maintaining.

8.6 Prolonged unavailability — we do not keep charging for a service that is down. Clause 8.5 says what is outside the availability measurement. It does not mean that fees run on indefinitely while the Studio has nothing. Separately from any service level:

8.6.1 Fee relief. Where a service is materially unavailable for a reason outside both parties' reasonable control — including force majeure and a Platform Provider outage, suspension, throttling, policy change, approval refusal, deprecation or regulatory action — the Subscription Fees attributable to that service are abated, suspended or credited, pro rata by whole days for the period of unavailability, from the start of that period. This states the same rule as clause 22.3 of the Master Subscription Agreement and carries no minimum threshold, so that one number governs in both documents. We apply it on the Studio's request, and on our own initiative where we can see the outage ourselves. A failure that is our fault is dealt with under the ladder in clause 8.3, not under this clause. 8.6.1A How material unavailability is measured. Material unavailability is measured by the method in the SLA & Support Policy. Where Part B of that Policy is not in force, our monitoring records are the measure — primary, but not conclusive — and clause 6.8 of that Policy applies to a disagreement about what they show. 8.6.2 Exit. Where that unavailability continues for more than 30 consecutive days, either party may terminate the affected service — or the subscription, where the affected service is the substantial part of what the Studio bought — on written notice, and we refund the prepaid, unused fees pro rata (including any unexpired Top-Up Pack, under clause 7.3). This matches clause 22.5 of the Master Subscription Agreement. 8.6.3 What this is and is not. Relief under 8.6 is relief from the fee. It is not an admission of breach, it does not itself trigger a service credit, and it does not convert a Platform Provider's conduct into our breach for any other purpose. 8.6.4 Renegotiation. Where an event outside both parties' control makes performance of an obligation under this Policy grossly onerous rather than impossible, the parties will first meet and attempt in good faith to agree an adjustment. If they cannot agree within 30 days, either may terminate on 30 days' written notice with a pro-rata refund of prepaid fees, matching clause 22.6 of the Master Subscription Agreement.

8.7 No availability commitment is published today. This Policy does not state an availability percentage, an uptime figure, a backup guarantee or a restore objective, and clauses 8.3.2 and 8.4 operate only if and when the SLA & Support Policy publishes a service level.

8.8 No double recovery. Where, for the same period and the same failure, more than one of the following would otherwise apply — a pro-rata refund under clause 8.3.3; the fee relief in clause 8.6; the pro-rata abatement of fees under clause 22.3 of the Master Subscription Agreement; a refund or extension of a Top-Up Pack under clause 7.7.3; or a service credit under the SLA & Support Policy — they are not cumulative. The Studio receives the greater of them and not both, and any amount already credited, abated, discounted or refunded for that period and that failure is set off against the amount otherwise due. This clause states the same rule as clause 9.8 of the SLA & Support Policy, which names this clause. It does not limit any right to terminate, and it is subject to clause 13.1.

8.9 Force majeure. Neither party is liable for a failure or delay in performing an obligation under this Policy — other than an obligation to pay a sum already due — caused by an event beyond its reasonable control, including the events listed in clause 22.1 of the Master Subscription Agreement: natural events; fire, flood and severe weather; war, civil unrest, terrorism and sanctions; epidemic and public-health measures; failure of the internet or of a telecommunications network; power failure; a cyber-attack not resulting from that party's failure to meet its stated security obligations; an act of a government or regulator, including the disconnection of a telephone line or an enforcement action against a number; and an act or omission of a Platform Provider. The affected party notifies the other, mitigates, and resumes performance as soon as it reasonably can. Clause 8.6 governs the fee consequence and clause 8.6.4 the renegotiation limb. Suspension of performance under this clause is not a violation of an announced term for the purposes of clause 7.2.4.

9. Payment failure, late payment and suspension

9.1 When payment is due. Subscription Fees are due in advance on the renewal date. Invoices for overages, Pass-Through Charges and One-Off Fees are due within 14 days of the invoice date, unless the Order Form says otherwise.

9.2 If a payment fails. If a card payment fails, Stripe retries it on its standard schedule. We also notify the Studio at its registered contact address. The Studio has a grace period of 10 Business Days from our written notice to put the payment right.

9.3 Late payment compensation. Where an undisputed amount remains unpaid after the grace period, we may charge late-payment compensation at the lower of 9% per annum and the maximum simple rate then lawfully chargeable, calculated simply, on a daily basis, on the overdue amount, and not compounded, from expiry of the grace period in clause 9.2 until payment. We do not charge a percentage-per-month late fee, a compounding charge or a penalty, and the same rate runs in the Studio's favour on a late refund (clause 18.2.4 of the Billing & Tax Invoice Terms). A Studio that cures the payment within the grace period we expressly granted it does not accrue late-payment compensation at all. We do not charge late-payment compensation on an amount the Studio has disputed in good faith and in writing under clause 10.1, while that dispute is being worked.

9.4 Suspension.

9.4.1 We may suspend the service where an undisputed amount remains unpaid after the grace period, where the Studio is in material breach, where continuing would create a risk of harm or unlawful activity, or where a Platform Provider requires it. 9.4.2 For non-payment we always give written notice first and always allow the grace period in 9.2 to run. We do not suspend for non-payment without warning. 9.4.3 Suspension is graduated wherever the circumstances allow: first a restriction of non-essential features, then read-only access, then full suspension. 9.4.4 During a suspension the Studio keeps access to its data and may request an export of it under clause 6.6.1, which we provide within the period stated there. 9.4.5 Fees continue to accrue during a suspension caused by the Studio's breach, or by a Platform Provider requirement or other event outside our reasonable control — in which case clause 8.6 and clause 22.3 of the Master Subscription Agreement give the fee relief, and clause 8.8 prevents double recovery. Fees do not accrue during a suspension caused by our breach or elected by us for our own convenience. 9.4.6 We restore the service promptly once the cause is cured. We do not charge a reactivation fee. 9.4.7 Suspension does not end the subscription, and does not prejudice either party's termination rights. Where a suspension continues for more than 60 consecutive days, either party may terminate the subscription on written notice, and fees cease to accrue from the end of that period in any event.

9.5 Set-off. Either party may set off amounts that are undisputed or that have been finally determined. Neither party may set off an amount the other has disputed in good faith and in writing under clause 10.1 while that dispute is being worked.

10. Chargebacks and payment disputes

10.1 Talk to us first. Before initiating a chargeback, a card dispute or any claim, please raise the issue with us in writing through clause 11 and give us 30 days to resolve it in good faith. The step is mutual — it applies to us equally. It does not remove the Studio's right to complain to a regulator or to go to court, and it does not extend or shorten any statutory period.

10.2 What a chargeback does. A chargeback reverses a payment before the underlying question has been decided. Where a chargeback is resolved in our favour by the card scheme or the payment processor, or the amount is otherwise agreed or finally determined to have been due:

10.2.1 the amount becomes immediately payable to us again; 10.2.2 clause 9.4 (suspension) may apply, subject to the notice requirements in it. Suspension does not apply while a chargeback is undecided; and 10.2.3 we may recover the direct, documented costs the payment processor charges us for the chargeback. We do not charge a penalty or an uplift beyond the actual cost.

10.3 Evidence. In a chargeback we provide the payment processor with the evidence of the transaction and of acceptance, to the extent we hold it: the record described in clause 3.3.1 of the Master Subscription Agreement — the version identifier and content hash of each document accepted, the date and time in UTC and UAE local time, the identity, email address and stated role of the accepting individual, the IP address and user-agent, the acceptance screen as rendered and the affirmative action taken — together with the invoice. We provide the same evidence to the Studio on request.

10.4 Stripe's role. Billing is processed by Stripe, and the Console opens a Stripe-hosted billing portal session. Stripe supplies the mechanism; we set the subscription terms, we supply the information the portal displays, and we are responsible for making sure the cancellation process works. Stripe provides its portal on its own terms, disclaims warranties as to its functionality, security and accuracy, and caps its own liability under those terms at a nominal amount. Accordingly:

10.4.1 questions about a subscription, an invoice or a cancellation go to us, not to Stripe; and 10.4.2 to the fullest extent permitted by applicable law, we are not liable for an interruption to, or an inaccuracy in, the Stripe portal itself, provided that we will apply clause 8.3 to any consequence of it that is within our control. This clause is subject to clause 13.1.

10.5 Card data. Card details are collected directly by Stripe, on Stripe's own systems and under Stripe's own PCI DSS compliance. We do not store, process or transmit a full card number (primary account number), a card security code (CVC/CVV), a PIN, or magnetic-stripe or chip data. What we may hold is a truncated card identifier — the last four digits — and a Stripe payment-method reference, retained solely so that a payment method can be identified in the Console, an invoice reconciled, and a refund returned to the method it came from. How billing data is handled is described in the Privacy Policy and Stripe is listed in the Public Sub-processor List.

11. Complaints, feedback and how to reach us

11.1 Raise a complaint in any of these ways:

11.1.1 the support form in the Console or at https://app.abstwin.com/support; 11.1.2 by email to info@contact.abstwin.com, marked "Attn: Complaints" — a complaint is recorded and handled whether or not that line is used; 11.1.3 by telephone on +971 56 498 4007. That is a staffed number answered by Carnelian's own people. It is not the demonstration hotline on +971 4 329 4347, which is answered by the AI assistant and is not a complaints route. No answering-hours promise is made for the number in this clause, and it is read with clause 11.3.1.

11.2 Every complaint gets a ticket. We record each complaint, issue a ticket reference to the complainant, and the Studio can quote that reference to track it. We keep the record of the complaint and its resolution for the period stated in our data retention and deletion schedule.

11.3 Response targets, and the two availability standards. We aim to acknowledge a complaint within 1 Business Day and to give a substantive answer within 10 Business Days (clause 7.9.3). The figure of 4 Support Hours for a first response is the Severity 1 Response Target in clause 4.4 of the SLA & Support Policy; it is a support-severity figure and is not a complaints figure, and it is stated here only so that the two are not confused. These are targets under clause 13.7, not guarantees, and they do not create a service level; clause 4.5.1 of that Policy governs their status.

11.3.1 Support hours are not the complaints line. The support band and the complaints route in 11.1.3 are two different things, and the support band does not limit the complaints route. The support band is 09:00 to 21:00 Gulf Standard Time (UTC+4) on Business Days, over the channels listed for the Studio's tier — the Support Hours and channels defined in clauses 1.4, 4.1 and 4.7 of the SLA & Support Policy, which governs them. Outside that band, and for a complaint as opposed to a support question, the route is the one in clause 11.1 — the written addresses in 11.1.1 and 11.1.2 and the telephone number in 11.1.3 — which is available on every tier and is not limited to Support Hours.

11.4 Ratings and feedback — a statutory site feature. UAE law requires us to provide, transparently, a mechanism by which a customer can rate its experience of the merchant, the service, the digital payment gateway and the logistics service. This is a mandatory feature of the site, not an optional feedback widget.

11.5 Escalation, and other routes. If a complaint is not resolved to the Studio's satisfaction, it may be escalated in writing to the notice address in clause 12. Separately, and at any time, a complaint may be taken:

11.5.1 to the UAE Ministry of Economy and Tourism, or to the competent consumer-protection authority of the relevant Emirate; 11.5.2 to a dispute resolution committee formed under Federal Decree-Law 14/2023 for a dispute arising from a purchase made by electronic means — the most directly applicable route for a dispute about a fee or a refund under this Policy; and 11.5.3 for a matter concerning personal data, to the UAE Data Office.

11.5.4 Nothing in this Policy, including clause 10.1, is a condition of, or a restriction on, any of those routes.

12. Contact details

Carnelian Technologies L.L.C-FZ Dubai, United Arab Emirates Licensed under the Meydan Free Zone regulations, licence no. 2415615.01, expiring 25 January 2027 Registered address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. Address for notices: the registered address above. It is also the published and correspondence address; there is no separate mailing address Email — general, billing, refunds and complaints: info@contact.abstwin.com

Which address, and why. Every address printed in this clause delivers. Inbound routing on the contact. subdomain was verified by test on 21 August 2026: info@, privacy@, dpo@, legal@ and security@contact.abstwin.com each received the test message, as did support@carnelian.tech. (An earlier check on the same day appeared to show that only support@carnelian.tech delivered; that check was made too early and the re-check corrected it.) info@contact.abstwin.com is the route for the money side of this Policy — cancellations under clause 6.1.2, refund requests under clause 7.9.1, complaints under clause 11.1.2 and billing questions — with legal notices and data-protection enquiries going to their own addresses below. Where a purpose has an attention line, using it speeds the routing; the message is read and acted on whether or not it is used. support@carnelian.tech — the mailbox of Carnelian Technologies L.L.C-FZ, the company behind ABS Twin — remains valid for every purpose in this clause and is the alternative route if an ABS Twin address is for any reason unavailable. The bare apex domain carries no mailbox: no @abstwin.com address is a contact route, and an ABS Twin address is written in the form name@contact.abstwin.com exactly as printed here.

Billing and refunds: info@contact.abstwin.com — "Attn: Billing" Complaints: info@contact.abstwin.com — "Attn: Complaints" Legal notices: legal@contact.abstwin.com — "Attn: Legal" Data protection enquiries: privacy@contact.abstwin.com — "Attn: Data Protection Officer" Data Protection Officer: Syed Sharique Ali, Manager of Carnelian Technologies L.L.C-FZ, appointed Data Protection Officer with effect from 21 August 2026, reached directly at dpo@contact.abstwin.com, or at privacy@contact.abstwin.com marked "Attn: Data Protection Officer" Company contact and alternative route: support@carnelian.tech Telephone: +971 56 498 4007 — see clause 11.1.3 Website: https://abstwin.com (ABS Twin) · https://carnelian.tech (corporate site of Carnelian Technologies L.L.C-FZ)

13. Limits on this Policy

13.0 Liability arising under this Policy. Liability arising out of or in connection with this Policy — including liability founded on a statement in it, whether in contract, in tort, as a pre-contractual representation or otherwise — is subject to clause 20 of the Master Subscription Agreement as if this Policy were listed in clause 2.1.1 of that Agreement, and in particular to the cap in clause 20.3 of that Agreement, the excluded heads of loss in its clause 20.6, the notification condition in its clause 20.7, the aggregation and no-double-recovery rules in its clause 20.8 and the mitigation and contributory-fault rules in its clause 20.9. This clause is subject to clause 13.1.

13.1 Savings clause. Nothing in this Policy excludes or limits any liability, right or remedy that cannot lawfully be excluded or limited, and nothing in it operates as a waiver by the Studio of any right conferred by the UAE Consumer Protection Law (Federal Law 15/2020), the UAE law on trading by modern technological means (Federal Decree-Law 14/2023), the UAE Personal Data Protection Law (Federal Decree-Law 45/2021) or any other applicable legislation. This is the only savings clause in this Policy; every other clause that would otherwise repeat it is expressed as "subject to clause 13.1".

13.2 Where any provision of this Policy is held to be invalid or unenforceable, it is to be modified to the minimum extent necessary to make it valid and enforceable while preserving its commercial intent, and the remainder of the Policy is unaffected. Where a limitation is held to be excessive, it is to be read down to the greatest limitation the law permits rather than struck out entirely.

13.3 No exclusion of the right to compensation. Nothing in this Policy cancels or diminishes the Studio's right to claim compensation for a breach by us, nor purports to make us the sole judge of whether the service conforms to what was agreed. The Studio's election of remedy, where applicable law gives it one, is stated at clause 8.3.5. This clause is subject to clause 13.0.

13.4 Business purpose. A Studio subscribes to ABS Twin exclusively for the purposes of its business or trade and not for personal, family or household use. We contract with the licensed entity, we capture its trade licence and tax registration details on the Order Form, and we do not market the subscription to individuals in a personal capacity. That said, we do not use that framing to deny a statutory right. Clauses 13.1 to 13.3 state the position that applies where and to the extent a mandatory right in fact applies to the Studio, and are not an admission that any particular consumer-protection regime applies to it. The grounds in clause 7.2 are available to the Studio to the extent the applicable legislation confers them. This clause states the same position as clause 9.6 of the SLA & Support Policy and clause 3.5 of the Master Subscription Agreement.

13.5 Telling us about a claim. Where the Studio considers that we have failed to meet a commitment in this Policy, it should tell us — through a channel in clause 11.1, quoting any ticket reference — within 12 months of becoming aware of the failure, stating what happened and what it claims. This is a notification requirement and not a time bar: a late notification does not extinguish a claim and does not vary any limitation period fixed by law. Our liability is, however, reduced to the extent that late notification caused us prejudice — for example by preventing us from investigating while the evidence existed, from providing a workaround, from limiting the loss, or from notifying an insurer. This clause states the same rule and the same period as clause 20.7.1 of the Master Subscription Agreement, which governs, and as clause 9.9 of the SLA & Support Policy, and does not apply to a statutory right under clause 7.2.

13.6 Mitigation and contributory fault. Our liability is reduced to the extent that a loss is caused or aggravated by the Studio's own act, omission, instruction, configuration choice, content, inaccurate data, or failure to follow the Documentation, the Acceptable Use Policy, the escalation process or a notified workaround, or by a failure to take reasonable steps to mitigate. This states the same rule as clause 9.4 of the SLA & Support Policy and clause 20.9 of the Master Subscription Agreement.

13.7 Targets and commitments. The periods stated in clauses 6.6.1, 7.6.4.1, 7.8, 7.9.3 and 11.3 are targets. A failure to meet a target is not of itself a failure to provide the Service, and no service credit, refund, price adjustment, fee relief, set-off or claim in damages arises from it of itself; the Studio's route is the complaints process in clause 11 and, where the underlying failure is a warranty failure, the ladder in clause 8.3. The confirmation period in clause 6.4 is not a target: it is a commitment, because cancellation evidence is worth being bound on. This clause defines the perimeter of what was promised rather than excluding a liability, and it is subject to clause 13.1.

13.8 Studios established outside the UAE. Where the Studio is established outside the United Arab Emirates, or in the DIFC or ADGM: any mandatory consumer-protection, e-commerce, distance-selling, refund or dispute-forum right conferred by the law of the Studio's own jurisdiction applies in addition to clause 7.2 and is not excluded by clause 14.1; clause 2.3 applies the indirect-tax rate and e-invoicing rules of the jurisdiction in which the supply is treated as made; and clause 16 is read as requiring the local language where that jurisdiction requires one.

13.9 Our notices are transactional. Notices under this Policy — renewal reminders, price-change notices, dunning notices, cancellation confirmations and refund correspondence — are transactional. They carry no marketing content and are sent regardless of the Studio's marketing preferences. Marketing preferences are managed separately under the Privacy Policy and the AI & Communications Addendum.

14. Governing law, forum and dispute route

14.1 Governing law. This Policy and any dispute or claim arising out of or in connection with it, including any non-contractual dispute or claim, are governed by the federal law of the United Arab Emirates and the laws of the Emirate of Dubai as applicable in it, subject to clause 13.8.

14.2 Forum. The courts of Dubai have non-exclusive jurisdiction over any such dispute or claim. This clause is without prejudice to any mandatory right of recourse, forum, or consumer or regulatory complaint route that applicable law confers and that cannot be varied by agreement — including the routes named in clause 11.5.

14.2.1 Claims that belong to the Agreement. Where a claim arises out of or in connection with the subject matter of the Agreement between us and the Studio, the governing law and forum clause of that Agreement applies to it. Clauses 14.1 and 14.2 apply to a claim that cannot be brought under that Agreement, and are in every case without prejudice to the second sentence of clause 14.2.

14.3 Data protection. The applicable data-protection regime for personal data processed in connection with ABS Twin is the UAE Personal Data Protection Law and any other Applicable Data Protection Law, whatever forum applies to a commercial dispute. Choosing a forum does not choose a data-protection regime. See the Privacy Policy and the Data Processing Agreement.

14.4 No arbitration and no collective-action waiver. This Policy contains no arbitration agreement and no waiver of collective or representative proceedings.

14.5 Where a refund dispute arises under the studio contract stack. A dispute about fees under the Master Subscription Agreement is governed by that Agreement's own governing-law and forum clause, which is not the same as this clause; clause 14.2.1 states which applies. That Agreement and its addenda are governed by the law of the Dubai International Financial Centre, extended by express agreement to non-contractual claims, and the DIFC Courts have exclusive jurisdiction over disputes under them by an express opt-in made for the purposes of Article 14(B) of Dubai Law No. 2 of 2025, with the option of electing the DIFC Courts' Small Claims Tribunal in the Order Form. This Policy stays where clauses 14.1 and 14.2 put it — UAE federal law as applicable in the Emirate of Dubai, and the courts of Dubai on a non-exclusive basis — and the second sentence of clause 14.2 applies in every case, so nothing in that Agreement's forum removes a mandatory right of recourse, a mandatory forum, or a consumer or regulatory complaint route, including the routes in clause 11.5.

15. Changes to this Policy

15.1 We may change this Policy. When we do, we publish the new version at https://abstwin.com/legal/refunds with a new version number and effective date, and we keep every superseded version accessible with its own effective date. We do not silently edit a published page.

15.2 Notice. We give at least 30 days' advance written notice of a change to a Studio's registered contact address and in the Console, except where the change is required by law, is necessary for security, or is favourable to the Studio — which take effect on notice.

15.3 Material adverse changes. Where a change is materially adverse to a Studio, that Studio may terminate its subscription without penalty at any time before the change takes effect, and receive a pro-rata refund of prepaid, unused fees.

15.4 We do not rely on silence or on continued use as acceptance of a materially adverse change. For such a change we ask for a fresh acceptance. Where the Studio does not respond, the change does not apply to that Studio for the remainder of the then-current term, the exit right in clause 15.3 remains available to it, and either party may decline to renew at the end of that term.

16. Arabic version

16.1 An Arabic version of this Policy will be provided at https://abstwin.com/legal/refunds and will be available on request. Arabic is not an optional courtesy here: UAE law requires consumer-facing data, advertisements and contracts, and the invoice, to be made in Arabic, and other languages may be added.

16.2 From the date on which a legally reviewed Arabic text of this Policy is published at that URL — the date printed on the published Arabic text — in the event of a conflict between the Arabic and English versions of this Policy, the Arabic version prevails, to the fullest extent permitted by applicable law. Before that date this clause has no operation.

16.2.1 This Policy is published in Arabic and English together, and it is not published at all until a legally reviewed Arabic text exists. Publishing a consumer-facing notice in English only is a breach in the criminal penalty band, so English-only publication is not an available interim course.

16.3 Schedule of operative figures. Because the Arabic text prevails, a single bilingual schedule of the operative figures in this Policy — every notice period, threshold, percentage, rate and count — is published and referenced from both language versions, and a discrepancy in a figure between the two texts resolves against that schedule.

────────────────────────────────────────────────────────────
Document:      Refund & Cancellation Policy
Version:       v0.9           Effective date: on publication
Supersedes:    v0.8           Language: English (Arabic version to follow; Arabic prevails — see clause 16)
Publisher:     Carnelian Technologies L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road,
               Nad Al Sheba, Dubai, U.A.E. — Meydan Free Zone, licence no. 2415615.01 (exp. 25/01/2027)
               Not registered for VAT; no TRN (clause 2.3)   ·   Telephone +971 56 498 4007
Contact:       Billing, refunds, cancellations and complaints (clause 12):
               info@contact.abstwin.com — "Attn: Billing" / "Attn: Complaints"
               Legal notices: legal@contact.abstwin.com, "Attn: Legal"
               Data protection: privacy@contact.abstwin.com, "Attn: Data Protection Officer"
               DPO: Syed Sharique Ali, Manager, appointed 21 August 2026 —
               dpo@contact.abstwin.com (direct), or privacy@contact.abstwin.com
               Company contact and alternative route: support@carnelian.tech
               Delivery on all six addresses was verified by test on 21 August 2026 (clause 12).
               No address on the bare apex domain abstwin.com is a contact route.
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