Refund & Return Policy

This Refund & Return Policy explains how DataStay System Software (“DataStay”, “we”) handles cancellation and refunds for software and related services bought from us in or from the United Arab Emirates. It is written to meet the disclosure duties in Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Resolution No. 66 of 2023. It is shown in the footer of every page of datastaysoft.com so you can read it before you pay.

1. What this policy covers

DataStay sells digital software and related services, including Hotel CRM, DataStay LMS, setup, and support. We do not sell physical goods that are shipped to you. A “return” in this policy means cancelling unused access or unused prepaid service and refunding the amount you paid to DataStay. It does not mean sending a product back by courier.

2. Your right to cancel before the service starts

If you bought a DataStay subscription or service at a distance and we have not yet given you access and have not started the work, you may cancel within 14 days of the purchase. We will refund the amount you paid to DataStay for that order. Tell us clearly that you want to cancel. This 14-day period matches the distance-selling protection used for consumers in the UAE.

3. When the service has already started

Digital services often start as soon as an account is opened or files, credentials, or configuration are delivered. If you ask us to start immediately, and you have had a chance to read this policy, the right to cancel ends for the part we have already performed. You still keep the rights in section 4 if what we delivered does not match what was agreed.

4. Service that is defective or not as agreed

If the software or service is not provided as described, is unavailable for a material period because of a fault on our side, or cannot be used for the purpose we agreed, you may ask us to:

• correct the fault at no extra charge;
• provide the service again; or
• refund the amount paid for the part that was not delivered or is unusable.

We will not refuse a remedy where UAE consumer law requires one. A change of mind after you have used the service, or a result that depends on your own data, staff, or third-party systems, is not by itself a defect.

5. How to ask for a refund

Email info@datastaysoft.com with your name, the email on the account, the invoice or order reference, the amount, and the reason. We will confirm receipt and tell you the outcome. Please write within the 14-day period if you are cancelling before the service starts.

6. How and when we refund

Approved refunds are paid back to the same method you used to pay DataStay, unless that method cannot receive a refund, in which case we agree another method with you. We aim to send the refund within 14 days of approving the request. Your bank or card issuer may take additional time to show the amount. We do not charge an extra fee to process a refund that this policy or UAE law requires.

7. Card payments taken through the payment panel

Payments taken on the DataStay payment panel for a merchant’s own customer are not a purchase of DataStay software. A refund of that card payment is made only when the payment status allows it and the merchant or the card scheme rules require it. Those refunds go back to the original card. They are recorded in the transaction history. This policy does not turn a completed card sale for a third-party service into an automatic return.

8. Amounts we may keep

Where the law allows, we may keep or withhold:

• the price of work or access already delivered at your request;
• a reasonable cost we already incurred for a cancelled order, if we told you about that cost before you paid;
• amounts paid to a bank, card scheme, or other provider that are not returned to us.

We will tell you the amount and the reason before we keep it.

9. UAE law

This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, including Federal Law No. 15 of 2020 and Cabinet Resolution No. 66 of 2023. If a mandatory consumer right gives you more protection than this policy, that right applies. Disputes may be raised with us first and, if unresolved, with the competent consumer protection authority or the Dubai courts.

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