Refund Policy
This Refund Policy applies to purchases made for Suhoolah by A11y Oman, a digital accessibility technology platform operated by Noah International.
We aim to provide clear and fair refund arrangements for subscriptions, additional organization seats, and other paid digital accessibility services purchased through the Suhoolah platform.
1. Subscription Payments
Suhoolah subscriptions may be offered on monthly or annual billing terms. Subscription fees provide access to the platform and the features, usage limits, and services included in the selected plan.
Once a subscription period has started and access to the service has been provided, subscription payments are generally non-refundable, except where:
- a duplicate or incorrect payment has been charged;
- payment was taken but the purchased service was not activated or made available;
- a verified technical failure attributable to Suhoolah prevented meaningful use of the purchased service;
- a refund is required under applicable law; or
- Noah International approves a refund after reviewing exceptional circumstances.
2. Subscription Cancellation
Cancellation and refund are different. Cancelling a subscription prevents future renewal charges but does not automatically refund payments already made.
Where cancellation at the end of the current billing period is available, the customer may continue using the paid service until the end of that period, subject to the applicable subscription terms.
3. Additional Organization Seats
Organizations may purchase additional user seats where the selected subscription plan supports paid seat add-ons.
A payment for additional seats may be eligible for a refund where:
- the payment was duplicated;
- payment was completed but the additional seats were not activated;
- the quantity charged was different from the quantity ordered; or
- a refund is otherwise required under applicable law.
Once additional seats have been successfully activated and used, payments for the activated period are generally non-refundable.
4. One-Time Professional Services
Separate accessibility audits, manual reviews, consulting, training, remediation support, or other professional services may be governed by an accepted quotation, statement of work, purchase order, or service agreement.
Where separate written terms apply to a professional service, those terms will determine the applicable cancellation and refund arrangements.
5. Duplicate or Incorrect Charges
If you believe that you have been charged more than once for the same purchase, charged an incorrect amount, or charged for a transaction you do not recognize, please contact us promptly through our support channel.
We will review the relevant payment and order records and, where a refund is due, process the appropriate full or partial refund.
6. How to Request a Refund
Refund requests should be submitted through the Suhoolah Support page.
Please include:
- the account or organization name;
- the email address associated with the account;
- the order or transaction reference, where available;
- the date and amount of the payment; and
- a brief explanation of the reason for the request.
Please do not send complete card numbers, card security codes, passwords, or other sensitive payment credentials.
7. Review and Processing
We will review refund requests as promptly as reasonably possible. We may request additional information where needed to verify the account, transaction, service status, or reason for the request.
Approved refunds will normally be returned through the original payment method or through another method permitted by the payment provider and applicable requirements.
The time required for a completed refund to appear in the customer's account may depend on the payment method, payment provider, issuing bank, and banking processing timelines.
8. Payment Provider Processing
Payments and refunds may be processed through third-party payment providers. Processing times and the date on which a refund appears in the customer's account may therefore depend on the relevant provider and financial institution.
9. Abuse, Fraud, and Chargebacks
We reserve the right to investigate suspected fraud, unauthorized transactions, abusive refund requests, and misuse of the platform.
Customers are encouraged to contact us first regarding payment disputes so that we can investigate and attempt to resolve legitimate concerns promptly.
10. Applicable Rights
Nothing in this policy is intended to exclude or limit any mandatory consumer rights or other rights that cannot lawfully be excluded under applicable law.
11. Contact and Support
For questions about a payment, cancellation, or refund, please use the Suhoolah Support page.
Suhoolah by A11y Oman is operated by Noah International, Sultanate of Oman.