Refund and Cancellation Policy

This is the version effective 11 October 2026.

This policy is part of our Terms of Sale and our Terms of Use. It does not limit the rights you have as a consumer under UAE law, including Federal Law No. 15 of 2020 on Consumer Protection. Where this policy and the law differ, the law applies.

1. Cancelling an order before installation

1. You can cancel your order at any time before our technician arrives at your villa.
2. You get a full refund of what you paid, including VAT.
3. To cancel, contact us by email or phone (section 6) with your order number.

2. When the box cannot be installed

1. If our technician’s site check finds that the box cannot be installed safely or properly at your villa, and no other place can be agreed with you, we cancel the order and refund you in full.
2. If your address is outside the cities we serve (Dubai, Sharjah, Ajman and Umm Al Quwain), we cancel the order and refund you in full.

3. A box that is faulty at installation

If the box does not work properly at installation, or develops a fault that it already had when we installed it, we will, at your choice where the law gives you that choice:

1. repair it at your villa;
2. replace it; or
3. remove it and refund you in full.

Faults that appear later are covered by our Warranty.

4. After installation

1. Once the box has been anchored at your villa and handed over, we do not refund a change of mind. The box is fixed to your property and cannot be sold again as new.
2. This does not affect your rights if the box is faulty, or not as described.

5. The plan

1. The first year of the plan is included with the box. There is nothing to refund for it.
2. You can cancel the plan at any time. It then stops at the end of the year you have paid for and does not renew.
3. If you cancel within 14 days after a renewal payment, we refund that renewal in full.
4. After those 14 days the plan runs to the end of its year and is not refunded for the remaining months.

6. How to ask for a refund

1. Email sales@netwizards.ae or call +971 4 33 66 540, with your order number and the reason.
2. We reply within 3 working days [RESPONSE TIME, TO CONFIRM].

7. How we refund

1. We refund to the card you paid with, through our payment provider, Stripe.
2. We send the refund within 14 days of approving it. Your bank may take a few more days to show it.
3. We issue a VAT credit note with each refund.

8. Language

This policy is published in Arabic and English. If the two versions differ, the Arabic version prevails.