Cancellation and Refund Policy

Northbound Works provides customized business-to-business technical and operational services through project-based engagements, monthly technical support, and dedicated teams.

This Policy explains the standard cancellation, termination, and refund arrangements applicable to our services.

The terms below apply to engagements that incorporate this Policy, subject to mandatory applicable law and any variations expressly agreed in the relevant signed contract.

Cancellation before work begins

Clients may request cancellation in writing before work commences.

Where no work has started and no eligible committed costs have been incurred, prepaid amounts will be refunded in full.

Where Northbound Works has already incurred documented, reasonable, and contractually recoverable preparatory or third-party costs, those amounts may be deducted from the refund.

Cancellation after work begins

Where cancellation occurs after commencement, the client will be responsible for work completed up to the effective cancellation date, together with eligible, documented costs properly committed under the agreement.

Any prepaid balance exceeding these amounts will be refunded.

Northbound Works will provide a reasonable explanation of the refund calculation.

Completed services

Fees for services completed and accepted in accordance with the agreed scope are generally non-refundable, except where otherwise required by law or agreed in writing.

Cancellation notice

Clients must provide at least 15 calendar days' written notice before the next agreed monthly renewal or billing date to prevent renewal for that period.

Where valid notice is received within this timeframe, the engagement will end at the conclusion of the current paid service period unless otherwise agreed.

Where an automatic renewal arrangement has been expressly accepted and notice is received after the deadline, the next billing period may remain payable under the agreed contract.

Monthly support will not renew automatically unless the client has expressly accepted a recurring arrangement.

Monthly hour allocation

The standard monthly support package includes 40 hours of allocated technical support per monthly service period.

Unless otherwise agreed:

• Unused hours expire at the end of the applicable monthly period.
• Unused hours do not roll over or automatically convert into refunds.
• Additional hours require approval and may be separately charged.
• Where Northbound Works is unable to provide agreed capacity for reasons attributable to Northbound Works, the client will be offered an appropriate extension, credit, or refund for the affected portion.

Early termination

Cancellation during an active paid service period does not automatically entitle the client to a refund for services already delivered or capacity properly reserved under the agreement.

Any refundable balance will be assessed in accordance with the accepted contract and applicable law.

Cancellation notice

Dedicated team engagements require at least 30 calendar days' written notice, unless a different period is expressly agreed.

The notice period allows for appropriate resource planning and the management of staffing commitments.

Fees for services performed and properly committed resources during the applicable notice period remain payable according to the accepted agreement.

Refunds

Where a dedicated team engagement is terminated, any prepaid balance will be assessed against services delivered, contractual notice obligations, and eligible committed costs.

Amounts not properly payable under the agreement will be refunded.

Deposits and advance payments are not automatically non-refundable.

Refund eligibility depends on whether work has commenced and whether Northbound Works has incurred documented, reasonable, and contractually recoverable costs.

Where no work has commenced and no such costs exist, the prepaid amount will generally be refunded in full.

Where work or eligible commitments have already occurred, the corresponding amounts may be deducted.

Northbound Works will not impose undisclosed cancellation charges or retain amounts without an appropriate contractual or legal basis.

If Northbound Works cancels an engagement for reasons not attributable to the client, prepaid amounts relating to services that will not be delivered will be refunded, subject to applicable law and any agreed alternative resolution.

If termination results from a material client breach, the consequences will be determined under the applicable agreement and law.

Clients who believe services do not conform to the agreed scope should contact Northbound Works with the relevant details.

We will review the issue and seek an appropriate resolution, which may include correction of deliverables, additional service, an agreed credit, or a refund where justified.

Nothing in this Policy limits mandatory legal rights or remedies.

Requests must be submitted in writing to:

menna@northbowo.com

Please include:

• Client or company name
• Project or invoice reference
• Relevant engagement type
• Requested cancellation date, if applicable
• Reason for the request
• Relevant supporting information

For cancellation notices, the date a written request is received through the designated contact channel will ordinarily be used to determine whether the applicable notice period has been met.

Northbound Works will review complete refund requests and communicate an initial decision or substantive update within five business days after receiving the information reasonably necessary to assess the request.

Where further documentation or clarification is needed, we will notify the client.

For this Policy, business days mean Monday through Friday, excluding official public holidays in Egypt.

Where a refund is approved, Northbound Works will initiate the refund within ten business days after approval.

Refunds will generally be processed through the original payment method where feasible and permitted by the payment provider.

The time required for funds to appear in the client's account may depend on the bank, payment method, payment provider, and applicable processing requirements.

If the original payment method cannot be used, an alternative lawful refund method will be agreed.

Changes to deliverables, schedules, or allocated resources must be mutually agreed where they affect the commercial terms.

A scope change does not automatically create a right to a refund or additional charge.

Specific project proposals, statements of work, or signed service agreements may include additional or different cancellation arrangements.

Where expressly agreed, those terms will apply to the relevant engagement to the extent permitted by applicable law.

This Policy may be updated periodically.

Changes will not retroactively alter existing contractual cancellation or refund rights without a lawful basis or the parties' agreement.