Refund Policy
1. Your free Discovery Month
Every package begins with a Discovery Month: up to one month, and about fifty hours, in which Amira, our interactive AI consultant, and our team get to know you and your company and audit what should be built. It is free. Nothing is payable before the first payment date shown in your payment plan, and if you decide not to continue before that date, you owe nothing and your plan is cancelled. You can also choose to start your paid year straight away.
2. Flexible payment plans
You can pay in full, or spread the same total across your year: three monthly payments, four quarterly payments, twelve monthly payments, or a first payment of your choice with the rest spread evenly. The total is always the published package price, with no extra fees. Clients in the United Arab Emirates are invoiced in dirhams at the official peg of 3.6725 dirhams to the US dollar; everyone else is invoiced in US dollars. Each instalment is invoiced by email before it is due. Your plan confirmation lists every amount and date.
3. After your paid year starts
Each package reserves limited build capacity and a dedicated team for your business. For that reason, once your paid year has started, fees are non-refundable and there are no change-of-mind refunds, and the instalments for the rest of that year remain payable, except as set out in sections 4 and 5. If an instalment is more than 14 days overdue, we may pause your service after giving you notice, and resume it when the account is up to date.
4. If we do not start on time
If we have not started your onboarding within 30 days of your first payment for reasons within our control, and you have been available as described in section 4, you may cancel and receive a full refund.
5. If our systems fail
If a fault on our side makes your service materially unavailable, you receive service credits and a free extension for the time lost, and if we cannot restore a working service within 30 days you may end the package and receive a pro-rata refund of the unused period, as set out in the Service Level Agreement. Force majeure fair-exit refunds are set out in clause 14 of the Terms.
6. Your reserved slot and your availability
- Your onboarding slot is scheduled within 5 business days of payment. You agree to attend the onboarding sessions and provide the information, access and approvals we reasonably request.
- If you postpone, miss sessions, or do not respond for more than 10 business days, your slot may be released and rescheduled to the next available one. Your subscription term keeps running during any delay caused by you.
- Delays caused by you do not create a right to a refund or an extension, and time spent waiting for you does not count against our delivery commitments.
- If you tell us in advance of a planned absence of up to 30 days, we will pause and reschedule your onboarding once without charge; the subscription term continues.
7. Delivery and acceptance
We deliver the systems described in your document pack. When a system is handed over we notify you in writing. You have 10 business days to tell us, in writing, of any material way it does not match the document pack; we then fix it. If you do not report a material non-conformity within that period, or you begin using the system in your business, the system is accepted. Each package includes an on-demand upgrade and refinement window after handover as stated in your document pack.
8. Chargebacks
If you believe a charge is wrong, contact us first at legal@teamdream.ai so we can resolve it. Opening a card dispute or chargeback for fees that are due under this policy is a breach of the Terms; we will provide the payment processor with evidence of your acceptance of these terms and of delivery, and may suspend the services while the dispute is open.
9. How to ask
Email legal@teamdream.ai from the address used at purchase, with your company name and a short description. We acknowledge within 2 business days and decide within 10 business days. Approved refunds go back to the original payment method through Stripe; banks usually take 5 to 10 business days to show them.
10. Your other rights
This policy does not limit any rights you have under laws that cannot be excluded.
Solutions subscriptions
For Web, Voice and Interactive Avatar subscriptions bought in the Team Dream Solutions store: the setup fee is refunded in full if you cancel before engineering work on your squad starts. After that, the setup fee is not refundable, except where our systems fail as described above. Monthly and yearly fees are billed in advance; cancelling stops the next renewal. If we miss a delivery date we gave you in writing, you may cancel and receive back the setup fee for the late build. Ask the billing desk in your dashboard; a person approves every refund.
Contact
Teerya Portal L.L.C, trading as Team Dream. Commercial Licence No. 1316315, Commercial Register No. 2234196, issued by the Department of Economy and Tourism, Government of Dubai. Registered address: Office S20, Mohammed Bin Rashid Establishment for SME Development building, Port Saeed, Deira, Dubai, United Arab Emirates. Legal: legal@teamdream.ai · Privacy: privacy@teamdream.ai.