Refund Policy

At DNA Systems, we want you to be confident in DNA ERP® before you commit. This Refund Policy explains our terms for refunds and cancellations and applies together with our Terms of Service. DNA ERP® is a registered trademark of Solution ERP.

1. How This Policy Applies by Purchase Channel

You may obtain DNA ERP® through three channels, and refunds depend on how you purchased:

• Direct online subscription (our website): governed by this Policy; see the Free Trial and Non-Refundable sections.
• Direct sales by DNA Systems (quotation or sales order, bank transfer, milestone payments): governed by this Policy and your Order; see the Direct Sales section.
• Authorized Channel Partner: refunds are governed by the partner's own policy and your agreement with them; see the Channel Partner section.

2. Free Trial

We offer a 14-day free trial with access to core features. No payment is required during the trial, and no charge is made if you do not continue. We strongly recommend testing all features you need during the trial before subscribing or signing an Order.

3. Online Subscriptions Are Non-Refundable

All online subscription purchases are final and non-refundable. Once you subscribe after your trial, we do not issue refunds for the current or past billing periods, including for:

• Monthly subscriptions;
• Annual subscriptions;
• Additional user licenses;
• Optional modules.

The free trial provides ample time to evaluate DNA ERP® before any financial commitment.

4. What Is Not a Valid Reason for a Refund

Because DNA ERP® is a standardized product you can fully evaluate during the trial, the following are not grounds for a refund or for withholding payment:

• A desire for a customization, bespoke feature, or functionality that is not part of the standard product (see the No Customization section of our Terms of Service; such requests may be submitted as suggestions for future updates but do not entitle you to a refund);
• Change of mind, change in business needs, downsizing, or business closure;
• Failure to use, adopt, deploy, or complete onboarding, or lack of internal resources or time;
• Dissatisfaction with standard features that function substantially as described in our Documentation;
• Issues caused by your own hardware, network, third-party services, or incorrect data;
• Your failure to evaluate the Services during the free trial.

5. Direct Sales, Deposits, and Milestone Payments

For Services purchased directly from DNA Systems under a quotation or sales order:

• Initial payments, deposits, and advance payments are non-refundable once we have commenced the corresponding work or reserved resources;
• Milestone or installment payments are non-refundable once the related milestone or phase has commenced or been delivered;
• Subscription fees paid in advance are non-refundable, consistent with the Non-Refundable section;
• If you cancel a project before any work has begun, we may refund amounts paid for work not yet started, less non-recoverable costs already incurred and bank or transfer fees;
• Delivery and acceptance follow the Implementation section of the Terms of Service. Completed milestones and delivered work are non-refundable.

6. Channel Partner Purchases

If you purchased through an authorized Channel Partner, your refund and cancellation rights are determined by that partner's policy and your agreement with them. Please contact your Channel Partner directly for any refund request. DNA Systems is not responsible for refunds on transactions billed by a Channel Partner.

7. Implementation and Professional Services

7.1 Before Work Begins

If you cancel implementation or professional services before work has begun, you will receive a refund of fees paid for the not-yet-started services, less non-recoverable costs and transfer fees.

7.2 Work in Progress

• Refunds are calculated based on work not yet delivered;
• Completed work and delivered milestones are non-refundable;
• A minimum charge of 2 hours applies to commenced work.

7.3 Completed Services

Implementation or services that have been delivered are non-refundable.

8. User License Changes

8.1 Reducing Users

• Changes take effect at the next billing cycle;
• No refunds for the unused portion of the current period;
• Future invoices reflect the reduced count.

8.2 Adding Users

Additional users are billed pro-rata for the remainder of your billing period.

9. Module Changes

If you remove optional modules, changes take effect at the next billing cycle, with no refund for the current period.

10. Cancellation and Auto-Renewal

• You may cancel at any time; access continues until the end of your current billing period;
• No partial refunds for unused time;
• To avoid renewal, cancel before your renewal date;
• You can export your data before access ends; data is retained for 30 days after your subscription ends.

11. Limited Exceptions and Service Credits

We may, at our sole discretion, provide a service credit (not a cash refund) as your sole and exclusive remedy in limited cases:

• Extended service outages caused by DNA Systems that exceed our 99.9% uptime commitment;
• A significant, reproducible defect that prevents core functionality and that we are unable to resolve within a reasonable time.

All exception requests are evaluated case by case and require reasonable evidence.

12. Chargebacks

If you believe a charge is incorrect, contact billing@dna.systems first. Filing a chargeback or payment dispute without contacting us may result in suspension of your account, and you remain responsible for amounts properly due.

13. Taxes, Bank Fees, and Currency

Any refund (where applicable) excludes non-refundable or non-recoverable taxes and is net of bank, transfer, or payment-processor fees. Refunds are made in the original payment currency; exchange-rate differences are not compensated.

14. How to Request and Contact Us

For billing questions or to request a cancellation or eligible refund:

DNA Systems - Billing Team
Doha, Qatar
Email: billing@dna.systems
Phone: +974 4480 7193
Hours: Sunday - Thursday, 9:00 AM - 5:00 PM (Qatar Time)