Refund Policy

Firstcliq is a subscription software service operated by Lenawa Solutions LLC-FZ. We stand behind the service and want refunds to be simple and fair for both sides.

This Refund Policy applies to every Firstcliq plan and add-on. It forms part of our Terms of Service. If you have a concern about the service, please contact us before requesting a refund — many issues can be resolved quickly.

• •Try before you pay: every paid plan starts with a free trial, so you can decide before any charge.
• •Service already provided: periods of service already delivered are generally not refundable.
• •Case-by-case assessment: we review each request individually, taking the circumstances into account.
• •Good faith: if we fail to deliver what we committed to, we will make it right.
• •Communication first: tell us what is wrong — we would rather fix it than refund it.

Every paid plan includes a 15-day free trial. Cancel at any point before the trial ends and you are charged nothing. A card is required to start a trial, but it is not billed until the trial period is over.

You can cancel a monthly plan at any time. Cancelling stops future renewals; your access continues until the end of the billing period you have already paid for. There is no automatic prorated refund for the rest of that period, except as set out in section 8 (service failure and billing errors).

An annual plan can be refunded in full if you cancel within 14 days of its first charge. After that, cancelling stops the plan from renewing and your access continues until the end of the paid year, but there is no automatic refund for unused months, except as set out in section 8 (service failure and billing errors).

Additional locations, team seats and keyword packs are billed as they are added and prorated by our payment provider. Removing one stops its charge, and the unused part of the current period is credited against your next invoice by our payment provider. Add-ons are not refunded in cash.

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from this contract within 14 days without giving a reason. Where you ask us to begin providing the service during that period, you acknowledge that you lose the right of withdrawal once the service has been fully performed, and that you may be charged for what has been provided up to the point of withdrawal. This is in addition to, and does not limit, the refund terms above.

Cancelling a working service for convenience does not create a right to a refund beyond sections 4 and 5. The following are the exceptions.

A. Material service failure

If Firstcliq cannot provide a material part of the service you have paid for, for reasons within our control:

• •Report the problem to support@firstcliq.io, describing what is not working.
• •We then have a reasonable opportunity to resolve it.
• •If the material failure remains unresolved, we will offer a reasonable remedy: restoring the service, extending your subscription, or refunding the affected service period. In serious cases, this may include a refund of the remaining prepaid term.

Minor bugs, short interruptions and dissatisfaction with a working service are not a material failure. Outages of third-party platforms such as Google are covered by section 13.

B. Billing errors and duplicate charges

If you were charged twice for the same subscription period, charged after a cancellation that had taken effect, or charged an amount not authorised under your plan's pricing, we refund the incorrectly charged amount.

C. Renewals you did not expect

If you were charged for a renewal you did not expect, contact us within 14 days of the charge. Before deciding, we review the renewal information shown to you, whether and when you cancelled, and your rights under applicable law.

• •Billing periods that have already ended
• •Part-months on monthly plans, except under section 8
• •Unused months of an annual plan after the first 14 days, except under section 8
• •Add-ons already billed for the current period, other than the credit described in section 6
• •Fees charged by your own bank or card issuer, such as foreign-exchange or transfer fees
• •Charges for services provided more than 30 days before the refund request, except as stated for annual plans

1. Send your request

Email legal@firstcliq.io from the address on your account. Include your business name, the plan, the relevant invoice numbers and the reason for your request.

2. Review

We review requests within 5–7 business days and may contact you for more information.

3. Decision

You receive a written reply by email: approved, partly approved or declined, with the reason.

4. Payment

Approved refunds are issued within 14 business days of the decision, to the original payment method. Your bank may take a further 5–10 business days to show it.

• •Refunds are made in the same currency you paid in.
• •Where your card or bank converts the amount, the refund you see may differ slightly from the original charge because of exchange-rate movements.
• •Refunds go to the original payment method. If that method is no longer available, we will work with you on an alternative.

If you disagree with a refund decision:

• •Step 1 — Support: reply to our decision email or write to support@firstcliq.io. Most issues are resolved here.
• •Step 2 — Management review: if unresolved, your case is escalated to Lenawa Solutions' management for review.
• •Step 3 — Mediation: if we still cannot agree, we propose mediation through a mutually agreed third-party mediator before any legal action.
• •Legal proceedings: anything not resolved this way is handled under the governing law and jurisdiction in our Terms of Service.

• •Force majeure: refund terms may be adjusted for events beyond either party's control, including major outages of third-party platforms such as Google.
• •Breach of our Terms: where the account has materially breached our Terms of Service, refund eligibility may be affected, subject to applicable law.
• •Outstanding balances: accounts with unpaid invoices are not eligible for refunds until the balance is settled.
• •Fraud or abuse: fraudulent activity, misrepresentation or abuse of the service may make a refund request ineligible, subject to applicable law.
• •Your statutory rights: nothing in this policy limits rights you have under consumer protection or other law that applies to you and cannot be excluded by contract, including UAE law. Those rights apply in addition to this policy.

We may update this policy. The “Last updated” date above shows the latest version, and active customers are told of material changes by email. Changes do not apply retroactively to refund requests already decided.

Lenawa Solutions LLC-FZ, Meydan Free Zone, Dubai, United Arab Emirates
Refund and billing requests: legal@firstcliq.io
General questions: support@firstcliq.io