On cancelling & refunds

1. What is being sold here, and to whom may it be sold?

A digital service, and nothing besides. Nothing travels by mail, which means there is nothing to ship, no delivery to pay for and no customs to clear. Credits bought as a top-up arrive in the account at the instant of authorisation, and may be spent immediately; credits belonging to a subscription arrive at the opening of each billing period. A receipt follows by email, and with it a numbered invoice; both are kept indefinitely under Billing → Payments. Should an authorised payment somehow fail to become credits within one hour, say so, and it will be corrected or returned in full.

As to who may buy it: the purchaser must be 18 or older, and the service is not offered where its use would contravene a law binding on either of us, or a regime of sanctions. Nor may it be turned to material that is unlawful, that infringes the rights of another, that defames, or that depicts an identifiable person who has not consented to appear. A transaction that offends those limits may be declined, or undone after the event; where that is done before the credits have been spent, the entire sum is returned.

2. In which currency is a payment taken, and how is the card protected?

The sum, the currency and the thing being bought are all present on the screen that takes the payment, before anything is confirmed, so that no figure is taken which has not first been read and agreed to. Payment is accepted in USD, and the currency chosen at checkout is both the currency the card is debited in and the currency in which a refund is made. Whatever value added tax is due is contained within the price and set out separately on the invoice raised for every paid transaction. A bank may add a charge of its own for turning one currency into another, or for a payment taken abroad; that charge is the bank’s, and a refund returns what was charged here rather than what was added there.

The payment itself is taken by Mastercard Payment Gateway Services across an encrypted TLS connection and handled in accordance with the standard the card industry sets for the keeping of card data, PCI DSS. The full card number and the security code are never written to our servers; what little is kept is described in our note on what we keep. Where the issuing bank calls for it, the payment is authenticated by 3-D Secure as well.

3. By what means is a subscription brought to an end?

By a single click on the Billing page, at whatever hour suits. No telephone call is required, no letter, no notice and no reason. From that click onward the card is left alone.

Cancelling forfeits nothing that has already been bought. The account and its credits remain in place until the date the paid month was always going to end, and a month part-way through is not divided into portions — save where section 5 provides otherwise, or where an unwaivable right under consumer law does.

Until that click, the subscription renews of its own accord each month, against the same card, at the price displayed at checkout, and a receipt follows every renewal. The date of the next one and the sum it will be for stand on the Billing page throughout, so that neither can arrive unannounced.

4. What follows when a renewal is declined?

A renewal can fail for reasons that have nothing to do with the person paying — a card quietly expired, a bank in a cautious mood. When one does, the charge is presented again on a published timetable (after 1, 3, 5 days), and a message goes out at each attempt. No single period is charged more than 4 times altogether. Access continues throughout a 7-day grace period; at its close, the subscription lapses. After a cancellation, nothing is presented at all.

5. Which sums are returnable, and which are not?

Credits bought and never called upon may be returned whole, on a request made within 14 days of the purchase, the condition being that not one of them has been spent. Where a portion has gone, the portion that remains is returned at the price originally paid for it.

Credits spent by a generation or a render that reached its end are not returnable: the work was performed and its result delivered. Credits held against work that then failed are quite another matter — they return to the balance of their own accord, so a failure costs the customer nothing and obliges them to ask for nothing.

Certain charges come back irrespective of what has been used in the meantime: a transaction that went through twice, a charge raised after a valid cancellation, a charge for a sum other than the one approved, and any technical error in billing. Each is restored in full to whatever paid it, as soon as it has been verified. And should a paid feature be unavailable for a prolonged stretch through a fault of ours, the choice of remedy belongs to the customer — the sum credited to the balance, or returned to the card.

6. How is a refund requested, and where should a dispute be taken?

Send the request through our contact form, quoting the invoice number that Billing → Payments records against the payment. Every request draws an acknowledgement inside 2 business days; the decision itself is put in writing rather than left to be inferred.

Money approved for return travels back along the road it came by, to whichever card or account made the payment. It cannot be redirected to a second card, handed over in cash or paid into a bank account, nor can it exceed what was charged. The gateway has it no later than 5 business days after the approval; thereafter the timetable belongs to the issuing bank, which ordinarily shows the credit some 5–10 business days afterwards.

A word before the bank is telephoned. An unfamiliar descriptor on a statement, a renewal that was meant to have been stopped, a payment that went through twice: each of these can be settled here in a fraction of the time a chargeback consumes, and we would far rather return the money than argue about a customer with that customer’s own bank. Should a dispute be opened even so, we cooperate with the issuer in full, and put the record of the transaction, the invoice and the proof of delivery before it.

On a card or bank statement the charge is described as HAJAR AL MRMAR COMPUTERS EQUIPMENT TRADING L.L.C. An unfamiliar line is far more often an unfamiliar trading name than a fraud, so that name is worth checking before a bank is called.

Coveo AI is operated by HAJAR AL MRMAR COMPUTERS EQUIPMENT TRADING L.L.C (Company Registration No. 1607151), of Office 42-405, Sheikh Suhail Maktoum Juma Al Maktoum Building, Port Saeed, Deira, Dubai, United Arab Emirates. United Arab Emirates is the seat of our permanent establishment, and the jurisdiction this service is sold in. Questions on this policy go through the contact form, which is read Monday to Friday. Nothing set down on this page diminishes a right that consumer law gives you and forbids you to sign away.