Refund & Cancellation Policy

Who you are contracting with

Sfere is the trading name of Fanfinity Company Ltd., a limited liability company registered in the Kingdom of Saudi Arabia. Invoices are issued, and payments are received, by this entity.

• Legal name: Fanfinity Company Ltd.
• Commercial registration: 7043342232
• VAT registration: 312772481700003
• Registered address: King Fahd Branch Road, Riyadh 13315, Kingdom of Saudi Arabia
• Billing contact: billing@sfere.io, 00966561158223

What we sell and how it is delivered

Sfere is a business-to-business software service. There is no physical product, nothing is shipped, and there are no goods to return.

Every engagement starts with a written quotation and a signed order form. A quotation is valid for two weeks from its date unless we extend it in writing, and it is not binding until it is incorporated into a signed agreement or an accepted purchase order. Nothing is charged before that point.

Delivery happens in two parts. Implementation work is delivered against the milestones set out in the statement of work, and each milestone is charged as a fixed fee that falls due when you accept the linked deliverables in writing. From go-live, the platform runs as a subscription covering hosting, operation, monitoring, maintenance, and standard support for your environment.

How you pay

We invoice against a signed order form. You can settle an invoice by bank transfer, or by card through a secure payment link that we issue with the invoice. Cards accepted through that link are mada, Visa, and Mastercard.

Card payments are handled by our payment service provider on its own hosted page. Your card details are entered there, not on this website, and Sfere does not receive or store them.

There is no sign-up or checkout on this website. If you receive a payment request that does not match an invoice and an order form you already hold, do not pay it. Contact billing@sfere.io and we will confirm whether it came from us.

Currency, VAT, and payment terms

• Currency: Saudi Riyals (SAR) for customers contracting in the Kingdom of Saudi Arabia. US Dollars are available for cross-border contracts where the order form says so.
• VAT: all fees are quoted exclusive of VAT. VAT is added at 15% in line with prevailing Saudi regulations.
• Invoicing: invoices are issued in line with ZATCA requirements, including electronic invoicing where it applies.
• Payment term: 30 days from the invoice date, unless the order form sets a different term.
• Billing frequency: subscription fees are invoiced annually in advance. Implementation fees are invoiced against accepted milestones. Professional services are invoiced monthly in arrears.

Refunds

Fees paid for accepted deliverables and for subscription periods that have started are not refundable. The service is provisioned and operated for you from the moment a term begins, so we do not refund unused time in a period you have already paid for.

We do refund a payment in any of these cases:

• You were charged twice for the same invoice.
• You were charged an amount that does not match the invoice or the order form.
• You were charged without a signed order form behind the payment.
• The payment was not authorised by you or by anyone entitled to authorise it.
• We do not deliver the service you contracted for, and we do not put it right after you tell us.

Where a refund is due, we return the full amount at issue, including the VAT charged on it.

How to request a refund

Email billing@sfere.io with the invoice number, the date and amount of the charge, and what went wrong. Send the request within 30 days of the invoice date.

We acknowledge every request within 2 business days and give you a decision within 10 business days. If we approve it, we return the money to the card or account you paid from within 14 business days. Your bank or card issuer may take a few days more to show it, and that part is outside our control.

If we turn a request down, we tell you why in writing.

Cancellation and renewal

Subscriptions run for the initial term set out in your order form, which is typically 12, 24, or 36 months. Unless your order form says otherwise, the subscription then renews automatically for successive 12-month periods.

To stop a renewal, give us written notice at least 60 days before the renewal date. Email billing@sfere.io and we will confirm the cancellation and the date your access ends.

Cancelling stops the next renewal. It does not end the term you are currently in, and it does not refund fees already paid for that term. You keep full access until the term runs out.

When the service ends, you can export your data in open formats, and we return or delete it in line with the data protection terms of your agreement.

Ending the agreement for breach

Either side may end the agreement if the other commits a material breach and does not fix it within 30 days of written notice, or becomes insolvent. If we are the party in breach, we refund the portion of any prepaid subscription fee covering the period after termination.

Disputed card charges

If you do not recognise a charge from us, contact billing@sfere.io before raising a dispute with your bank. Most queries turn out to be a purchase order reference or a billing entity name that does not match what you expected, and we can resolve those in a day. Where a chargeback is raised, we respond to the acquirer with the invoice, the order form, and the delivery record.

Changes to this policy

We may update this policy as our billing practices change. Material changes will be reflected by the date at the top of this page. The version in force when you signed your order form governs that agreement.

Contact

Billing, invoices, and refunds: billing@sfere.io or 00966561158223.

Fanfinity Company Ltd., King Fahd Branch Road, Riyadh 13315, Kingdom of Saudi Arabia.

For anything else, use our contact page. See also our Terms of Use and Privacy Policy.