CARE — Refund Policy

    Last updated: October 2026

    This Refund Policy applies to the licence fee paid for CARE, provided by Thamra Group for Technology and Trading LLC ("Thamra Group", "we", "us"), a company registered in the State of Qatar. It supplements the CARE Service Terms, the CARE Pricing & Payment Policy and the Thamra Group Terms of Service.

    Download the full terms

    Pricing, refund and the service terms that attach to the licence fee, in one PDF you can keep with your quote. English text; the Arabic on this site prevails.

    CARE — Pricing, Refund & Terms (PDF)

    1. The short version

    If CARE turns out not to be right for your business, tell us within 30 days of go-live and we will refund 85% of the total fee you paid. The remaining 15% is non-refundable.

    CARE is licensed in 12-month terms, and this refund applies to every term, not just your first. For your first term the 30 days run from go-live. For each renewal they run from the renewal date.

    2. When the 30 days start

    First term. The window runs from go-live, not from the date you paid. "Go-live" means the date CARE begins handling live customer conversations on your business's WhatsApp number, confirmed in writing by both parties.

    Renewal terms. The window runs from the renewal date, which is the day the new 12-month term begins.

    This matters because onboarding is not instant and activation is manual. If setup takes longer than expected, you still get a full 30 days of the service actually running before the window closes.

    3. What the retained 15% covers

    On a first term the 15% is a non-refundable setup and onboarding charge. It covers work performed before go-live regardless of how long you subsequently use the service, including:

    • Knowledge base configuration from the documents you provide.
    • Agent personality, booking rules and escalation configuration.
    • Khaleeji dialect tuning and response testing.
    • WhatsApp Business API provisioning and connection to your number.
    • Staff walkthrough and handover training.

    On a renewal there is no new onboarding, so the 15% instead covers account administration and the part of the renewed term you have already used by the time you ask.

    4. How to request a refund

    Email support@thamragroup.com with the subject line "Refund request", or message us on WhatsApp at +974 7108 8459. Include your business name and your payment reference. You do not need to give a reason, though we would like to hear one.

    5. How long it takes

    • We acknowledge your request within 3 business days.
    • We confirm the decision within 10 business days of receiving it.
    • Approved refunds are paid within 14 business days of approval, by bank transfer to the account the original payment came from.

    We refund to the originating account. We cannot refund to a different account holder.

    6. What happens when a refund is issued

    A refund ends the service. On approval:

    • Your CARE agent is deactivated and stops answering customers.
    • CARE is disconnected from your business's WhatsApp number.
    • Your data remains exportable for 30 days from deactivation, in CSV or JSON, after which it is deleted in line with our Privacy Policy.
    • Your licence to use CARE ends.

    7. After 30 days

    After the 30-day window closes, the fee for that term is non-refundable and the term runs to its end. There is no monthly billing to cancel and nothing is auto-charged, so no further payment falls due during the term. The next payment arises only if you choose to renew for another 12 months; if you do not renew, the licence expires and CARE stops answering customers.

    8. Add-ons

    Optional add-ons purchased separately carry the same terms: 85% refundable if requested within 30 days of that add-on being delivered, measured from its own delivery date rather than from your go-live or renewal date.

    9. When a refund is not available

    • Requests made more than 30 days after go-live, or more than 30 days after a renewal date.
    • Accounts suspended or terminated for breach of the acceptable use provisions in the Terms of Service.
    • Where the fee has already been refunded once for the same business and the service was subsequently reinstated under a new agreement.

    Nothing in this policy limits any right you have under applicable law in the State of Qatar.

    10. If you disagree with a decision

    Email support@thamragroup.com with the subject line "Refund escalation". A senior member of the team will review the case and give a final written decision within 10 business days. If you remain unsatisfied, you may pursue the matter through the competent courts in Doha, Qatar, in accordance with the governing law provisions of our Terms of Service.

    11. Governing law

    This policy is governed by and construed in accordance with the laws of the State of Qatar. This policy is published in English and Arabic; in the event of any inconsistency, the Arabic version prevails.

    12. Contact