Refund Policy
Last updated: 2026-10-02
This Refund Policy explains how cancellations, refunds, and production errors are handled for HEREIM orders. It forms part of our Terms of Service. Because HEREIM produces custom creative work for each order, refund eligibility depends on how much production work has already been performed at the time of a cancellation request.
1. Before Creative Work Begins
If you request cancellation before HEREIM has begun creative work on your order, a full refund may be provided.
2. After Creative Work Has Begun, Before Master Visual Approval
Once HEREIM has begun creative work on your order, a full refund is no longer automatically available. If you cancel at this stage, HEREIM may deduct the reasonable value of the work already performed and refund any remaining eligible amount, where applicable.
3. After the Master Visual Is Delivered, Before Approval
The same principle applies once your Master Visual has been delivered for review, even if you have not yet approved it: a full refund is not automatically available at this stage, because substantial custom creative work has already been performed. Any eligible partial refund would reflect the work already completed.
4. After Master Visual Approval
Approving the Master Visual locks the creative direction and authorizes full campaign production. After approval, cancellation or refund due solely to a change of mind is generally not available, because full custom production proceeds based on the direction you approved.
This does not limit HEREIM's responsibility for: failing to provide the agreed service; material production errors attributable to HEREIM; materially failing to follow the approved scope or creative direction; or any rights you have under applicable law.
5. Customer Dissatisfaction With Delivered Work
If the final deliverables materially follow the approved Master Visual, the agreed campaign scope, and the references and instructions you supplied, and you have used all revision rounds included in your package, there is no automatic refund based solely on subjective creative preference. You may purchase an additional revision round for AED 125.
However, if HEREIM made a production or system error, or materially failed to follow the approved scope or direction, HEREIM will correct that issue without consuming an included revision round and without charging an extra revision fee.
6. Website Studio
Website Studio (the fixed-fee, one-page business website product) is refunded on the same principle as above, applied to its own process, and this section does not change anything stated elsewhere in this policy.
- If you cancel before HEREIM has begun substantive service work on your order — including content preparation or generation, design or build work, or preparation of the first website draft — the AED 349 service fee may be refunded in full.
- Once that work has begun, the service fee is not refundable merely because you change your mind. Once your website has been delivered or published, the completed service is not refundable merely because you change your mind.
- A paid additional simple update (AED 49) may be refunded before HEREIM begins preparing that update. Once preparation has begun, the AED 49 fee is not refundable merely because you change your mind. The complimentary first simple update has no monetary refund value.
- This policy does not use a percentage or pro-rata refund schedule. If HEREIM cannot provide the purchased service, or is responsible for a material delivery problem, the appropriate remedy is handled based on the actual circumstances and applicable law — the same as for every other HEREIM order under this policy.
7. Disputes
If something about your order doesn't look right, please contact support@hereim.ae first so we can investigate and try to resolve it directly. Nothing in this policy limits any rights or remedies available to you under applicable law, including any chargeback right, statutory right, consumer remedy, or payment-dispute right you may have through your payment provider.