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Refund & Cancellation Policy

This policy explains how the Mark managed sales service is billed, how to cancel, and when refunds are available. The Service is operated by BERKANA INFORMATION TECHNOLOGY CONSULTANTS L.L.C, Office 13F-A-06, Business Bay, Dubai, United Arab Emirates.

1. What is being sold

Mark is a business-to-business managed sales service. Customers pay only for operational activity actually delivered, at rates agreed in writing before service begins. No physical goods are sold or shipped, so there is no return or exchange process — this policy covers cancellation of the Service and refunds of amounts paid. All fees are charged in United States dollars (USD) unless a different currency is expressly stated before payment, and charges appear on your statement as BERKANA IT / MARK.

2. Usage-based billing

Mark is billed after delivery based on measured operational activity. There is no fixed periodic fee. Charges are created only for operational activity actually delivered, according to the activity types, rates and billing thresholds agreed with you in writing. You will receive a billing record or receipt for every charge.

3. How to cancel the Service

You may cancel the Service at any time, with no cancellation fee, by email:

• Email [email protected] from the address associated with your account, with the subject line "Cancel Mark service".

Cancellation requests are actioned within 3 business days, and we will confirm the effective cancellation date in writing. No new operational activity will be performed after that date unless separately agreed.

4. What happens after cancellation

Cancellation stops new operational activity after the confirmed cancellation date. Charges for activity delivered before that date remain payable, including activity not yet invoiced at the time of cancellation. We will confirm any outstanding amount in writing. You may request an export of your data before your access ends.

5. Refunds

• Delivered operational activity: fees for operational activity correctly measured and delivered are generally non-refundable.
• Undelivered activity: if you were charged for operational activity that was not delivered, we will issue a full refund or credit for that amount.
• Duplicate or incorrect charges: refunded in full.
• Service error: if our error materially prevents delivery of billed operational activity, we will issue an appropriate credit or refund for the affected activity.

6. How to request a refund

Email [email protected] with your account email, the date and amount of the charge, and a short reason for the request. We respond to all refund requests within 5 business days. Approved refunds are returned to the original payment method, and typically appear within 5–10 business days depending on your bank or card issuer.

7. Disputes and chargebacks

If you believe a charge is incorrect or you do not recognise it, please contact us first at [email protected] — we can almost always resolve it faster than a bank dispute, and we will issue any refund due without requiring you to escalate.

• We acknowledge every billing query within one business day.
• If a charge was made in error on our side, we refund it in full, without conditions.
• If you raise a dispute with your bank or card issuer, we will cooperate with the payment provider and supply the relevant transaction records.
• Accounts subject to an open chargeback may be suspended until the matter is settled.

8. Statutory rights

Nothing in this policy limits any mandatory consumer rights available to you under the law of your country of residence.

9. Contact and business details