Refund and Cancellation Policy
Effective date: Nov 2, 2027
Cero Labs Software Services W.L.L. ("Cero") delivers custom AI services, builds and training programs. Every engagement starts with a quote and a signed Statement of Work (the "SOW"). The SOW sets the scope, milestones, fees and termination notice terms, and it is the governing document for your engagement. Cero delivers exactly what the SOW describes. This policy summarizes how cancellation works and when Cero considers a refund. It applies together with the SOW, and where the two differ, the SOW applies. It follows the laws of the State of Qatar, including Law No. 8 of 2008 on Consumer Protection.
At a glance
Cero delivers the scope agreed in your SOW, and fees are payable as the SOW states.
Your deposit reserves Cero's team capacity and covers discovery and setup, and it is non-refundable.
Cancellation and termination follow the notice terms in your SOW, and fees for work done and for the notice period stay payable.
Accepted deliverables are final.
Delivered work that differs from the agreed scope is corrected or redone.
Refunds are available in exceptional circumstances, assessed by Cero case by case.
Services and builds
Cancellation: send written notice as the SOW requires. Work and fees continue through the notice period stated in the SOW.
After kickoff: the deposit is non-refundable. Fees for milestones delivered or in progress stay payable pro rata to the work completed up to the termination date, together with any notice-period fees stated in the SOW.
Termination by Cero: Cero may end an engagement with written notice under the SOW, for example when payment is overdue or required access, data or decisions are not provided. Fees for work completed and committed costs stay payable.
Delays on your side: when required inputs are outstanding for more than [10 business days], Cero may pause the work, move your delivery dates, and invoice completed work.
Acceptance: a deliverable counts as accepted when you approve it in writing, put it into use, or [5 business days] pass after delivery without a written defect report. Accepted deliverables are final.
Your invoice itemizes the completed work, the third-party costs and any balance payable.
Training and enablement programs
[10 or more days] before the session: one free reschedule.
[4 to 9 days] before the session: one reschedule with a [25%] fee.
Under [4 days] before the session, or no-show: the full fee is payable.
Session cancelled by Cero: a new date you choose, or a refund when Cero cannot offer a date that works for you.
Participant substitutions within the same organization are free at any time.
Corrections and exchanges
Cero provides digital services and custom-built systems, so physical returns do not apply. When a deliverable differs materially from the scope in your SOW, Cero puts it right through these steps:
Correction: Cero fixes the deliverable at no charge within [15 business days] of your report.
Redo or exchange: Cero redoes the affected work, or replaces it with an equivalent deliverable.
Send your written report to cerolabs.io@gmail.com within [14 days] of delivery, with your invoice number and a description of the issue. Later reports are handled under a paid support plan. See the Warranty and Service Assurance page for the full terms.
Corrections and exchanges cover the agreed scope. Change of mind or preference after acceptance, scope changes, changes made by others after delivery, changes in third-party platforms or AI model providers, delays in data, credentials or access on your side, and business results such as revenue, conversion or savings sit outside them. AI outputs that perform within the targets agreed in your SOW meet the scope.
Refunds in exceptional circumstances
Cero considers a refund in exceptional circumstances, for example when Cero cannot deliver the agreed scope after the correction and redo steps above, when a payment was made twice, or when the law requires one. Cero assesses each request case by case and decides the amount. Any refund is limited to the fees paid for the affected deliverable, and third-party costs already incurred are deducted. Refunds are paid to the original payment method within [14 business days] of Cero's written confirmation.
How to cancel or make a request
Send written notice or your request to cerolabs.io@gmail.com with your invoice number and a description. Verbal notice does not start any notice period.
Cero confirms receipt within [2 business days].
Cero confirms the outcome in writing, with the calculation of any amount payable or refundable.
Third-party costs
Costs Cero has already paid on your behalf, such as platform subscriptions, messaging credits or licences, are passed through at cost and are non-refundable once incurred. Your quote lists these items separately.
Payment disputes
Please contact Cero first so that the matter can be resolved quickly under this policy and your SOW. Cero may pause services while a payment dispute is open, and recovers its costs for work already delivered.
Complaints
Send any complaint to cerolabs.io@gmail.com. Cero replies within [2 business days] and aims to resolve it within [15 business days]. You can also contact the Consumer Protection Department of the Ministry of Commerce and Industry of the State of Qatar.
Your legal rights
This policy and your SOW sit alongside your rights under the laws of the State of Qatar, including Law No. 8 of 2008 on Consumer Protection. Where the law gives you a greater right, the law applies.
Company details
Cero Labs Software Services W.L.L., Commercial Registration No. 256154, E-commerce licence No. [number] Unit 951, Building 42, Street 930, Zone 23, Doha, Qatar Email: cerolabs.io@gmail.com · Phone: +974 7002 5489