Refund Policy

This Refund Policy (“Policy”) explains how refunds, cancellations, credits, subscription reversals, service disputes, and related financial matters are handled for UGMail services and platforms operated by ENS Creative Studios Ltd (“UGMail”, “Provider”, “we”, “our”, or “us”).

By purchasing, subscribing to, provisioning, or using UGMail services (the “Services”), you (“Customer”, “you”, or “your”) acknowledge and agree to this Refund Policy.

1. Purpose of This Policy

This Policy is designed to give you clear expectations about how payments and refunds work at UGMail. It covers:

• How subscription payments are handled

• When refunds may be available

• How service cancellations affect billing

• How to handle billing disputes

• How infrastructure-related costs are treated

• Your financial obligations when using our Services

2. General Refund Policy

2.1 Non-Refundable by Default

Because UGMail provides digital infrastructure and communication services, many costs are incurred immediately when your service is activated. For this reason, all payments made to UGMail are generally non-refundable, except:

• Where this Policy explicitly allows a refund, or

• Where a refund is required by applicable law (“Applicable Law”).

2.2 What Happens When You Purchase or Subscribe

By purchasing or subscribing to UGMail Services, you understand and agree that:

• Infrastructure resources (such as storage, servers, and IP addresses) may be allocated immediately when your service is provisioned.

• Operational costs (such as support, configuration, and system resources) are incurred as soon as your account is activated.

• Digital services may become accessible instantly after purchase, meaning you can start using them right away.

• Some services cannot reasonably be reversed once they have been provisioned or configured for your account.

3. When Refunds May Be Considered

3.1 Eligible Refund Circumstances

Refunds are not guaranteed but may be considered at UGMail’s sole discretion in limited situations, including:

• Duplicate payments (you were charged twice for the same service).

• Accidental multiple billing transactions (for example, multiple charges due to a technical error during checkout).

• Technical provisioning failures caused solely by UGMail (you paid, but we were unable to activate or deliver the service due to our own technical issue).

• Incorrect billing amounts caused by verified UGMail error (you were billed more than the agreed or advertised amount due to our mistake).

• Services that could not reasonably be provisioned due to infrastructure limitations that are solely attributable to UGMail.

Each case is reviewed individually, and UGMail will determine whether a refund is appropriate.

3.2 How Approved Refunds May Be Issued

If a refund is approved, it may be provided in one of the following forms:

• Original payment reversal (refund back to your original payment method, where possible).

• Service credits (credit applied to your UGMail account to be used for future services).

• Account balance credits (funds held in your UGMail account for future invoices).

• Alternative billing adjustments (such as discounts or partial credits on future billing cycles).

The method used will depend on the situation, payment method, and any technical or legal limitations.

4. Non-Refundable Items

4.1 Items That Are Generally Non-Refundable

Unless required by Applicable Law, the following are non-refundable:

• Active subscription fees (for current, ongoing services).

• Partially used subscription periods (for example, if you cancel mid-month, the remaining days are not refunded).

• Setup fees (one-time fees for initial configuration or activation).

• Migration fees (costs for moving data or services to or from UGMail).

• Domain registration fees.

• Domain renewal fees.

• Third-party licensing fees (e.g., software licenses purchased on your behalf).

• Custom configuration services (tailored technical work done for your account).

• Administrative or onboarding services (account setup, training, or similar services).

• Accounts suspended or terminated due to policy violations (see Section 6).

• Services affected by customer-side misconfiguration or negligence (issues caused by your own settings, systems, or misuse).

4.2 Domain-Related Fees

Domain-related operations involve third-party registrars and are often irreversible. For this reason, domain-related fees are generally non-refundable once any of the following processes have started:

• Domain registration

• Domain transfer

• Domain renewal

• Domain reservation

• Domain provisioning

Once initiated, these processes usually cannot be undone or refunded.

5. Subscription Cancellations

5.1 How to Cancel

You may cancel your UGMail subscription by following the applicable billing procedures or using the account management tools provided, through your admin panel or by contacting support, as specified in your master service agreement.

5.2 Effect of Cancellation on Payments

Cancelling your subscription does not automatically entitle you to a refund for:

• The current billing period (e.g., the current month or year you are in).

• Previously processed payments.

• Active subscription cycles that have already started.

• Operational or infrastructure costs already incurred to support your account.

In other words, cancellation stops future renewals but does not retroactively refund past or current charges, unless otherwise stated in this Policy or required by law.

5.3 Service Availability After Cancellation

Unless otherwise specified in your master service agreement:

• Your Services will remain active until the end of the current billing cycle after you cancel.

• You will retain access during this period, and no prorated refund is provided for unused time within that cycle.

6. Suspended or Terminated Services

6.1 No Refunds for Policy-Related Suspensions or Terminations

If your Services are suspended or terminated due to any of the following, you are not eligible for a refund:

• Non-payment (failure to pay invoices on time).

• Fraudulent activity.

• Spam activity (including sending unsolicited or bulk emails in violation of our policies).

• Abuse violations (misuse of services, harassment, or other abusive behavior).

• Acceptable Use Policy violations.

• Security threats (activities that compromise or attempt to compromise security).

• Illegal activities (any use of the Services that violates applicable laws or regulations).

6.2 Right to Withhold Refunds

UGMail may withhold refunds where it is reasonably necessary to:

• Protect our infrastructure and systems.

• Maintain operational integrity and service quality.

• Uphold security and compliance obligations.

• Investigate suspicious or abusive activity.

7. Chargebacks and Payment Disputes

7.1 Contact UGMail First

If you have a billing concern or believe there is an error:

• You agree to contact UGMail first to attempt to resolve the issue directly before initiating a chargeback or payment dispute with your bank or payment provider.

Many issues can be resolved quickly through our support channels.

7.2 Consequences of Fraudulent or Unjustified Chargebacks

If a chargeback or payment dispute is found to be fraudulent, abusive, or unjustified, UGMail may:

• Immediately suspend your account.

• Terminate your Services.

• Restrict or block future purchases or new accounts.

• Pursue recovery actions for any outstanding balances, fees, or losses incurred.

7.3 Documentation in Dispute Cases

In defending against disputed transactions, UGMail reserves the right to provide relevant evidence, including but not limited to:

• Transaction and billing records.

• Operational and provisioning logs.

• Login and access history.

• Support and communication records.

• Any other documentation that supports the validity of the charges.

8. Refund Review Process

8.1 How Refund Requests Are Evaluated

When you submit a refund request, UGMail may review:

• Service usage history (how and when the Services were used).

• Provisioning status (whether and how the Services were activated).

• Infrastructure allocation (resources reserved or used for your account).

• Account activity (logins, configuration changes, and other actions).

• Technical investigations (any reported issues or incidents).

• Billing records (invoices, payments, and adjustments).

• Relevant operational circumstances (such as outages or known incidents).

8.2 No Guarantee of Approval

Submitting a refund request does not guarantee that a refund will be approved. Each request is assessed based on this Policy, your account history, and any applicable legal requirements.

8.3 Refund Processing Timelines

If a refund is approved:

• Processing times may vary depending on your payment method, payment processor, and financial institution.

• Additional time may be required for operational verification or compliance checks.

• Once processed by UGMail, it may still take several business days for the funds or credits to appear on your account or statement, depending on your bank or provider.

9. Third-Party Services

9.1 Use of Third-Party Providers

Some UGMail Services rely on or integrate with third-party providers, including:

• Domain registrars.

• Cloud infrastructure providers.

• Licensing providers.

• Payment processors.

• Telecommunications providers.

9.2 Third-Party Refund Limitations

UGMail is not responsible for:

• Refund limitations or restrictions imposed by third-party providers.

• Delays caused by third-party processing times.

• Third-party refund policies that may differ from this Policy.

Where third-party rules apply (for example, domain registrations or certain licenses), those rules may limit or prevent refunds, even if UGMail would otherwise consider one.

10. Changes to This Policy

10.1 Right to Modify

UGMail may revise, modify, update, or replace this Refund Policy at any time.

10.2 How Updates Are Communicated

Updated versions of this Policy may be published through:

• Official UGMail websites.

• Administrative or billing systems.

• Support portals or help centers.

• Other official communication channels.

10.3 Acceptance of Updated Policy

By continuing to use the Services after a revised Policy has been published, you:

• Acknowledge and accept the updated terms of the Refund Policy.

• Agree that the updated Policy will govern any future payments, refunds, and related matters.

11. Contact Information

For questions or concerns about this Refund Policy or to discuss a billing or refund issue, you can contact:

ENS Creative Studios Ltd
UGMail — Business Email Beyond Boundaries

Address:
Namasuba Central, Entebbe Road,
P.O Box 980620, Kajjansi UG.

General Contact:
contact.ug@ugmail.co