REFUND AND CANCELLATION POLICY

Last updated: March 2026

1. Quick Reference Summary

The following table provides an overview of our refund and cancellation terms by product or service type. Full details are provided in the sections below.

2. Digital Services

2.1 General Digital Services

Due to the intangible and immediately consumable nature of digital services, refunds are generally not available once a service has been delivered or initiated. This includes but is not limited to web development, digital marketing setup, analytics configuration, content creation, and consultancy services.

A refund request may be considered on a case-by-case basis where:

• The service has not yet commenced and no preparatory work has been undertaken
• Up Network Maroc has materially failed to deliver the agreed service and has not remedied the failure within a reasonable timeframe following written notice
• A clear error on the part of Up Network Maroc has resulted in an incorrect charge

Refund requests must be submitted in writing to contact@upnetworkmaroc.com within 14 calendar days of the triggering event, with a clear description of the reason for the request.

2.2 Ongoing Services and Retainer Agreements

For ongoing or retainer-based digital services (such as monthly social media management, SEO, or digital marketing retainers):

• Either party may terminate the arrangement by providing 30 calendar days’ written notice to the other party
• Fees already paid for work completed or in progress at the time of cancellation are non-refundable
• Where a client has paid in advance for a period that extends beyond the notice period, a pro-rata refund for the unused portion may be issued at Up Network Maroc’s reasonable discretion
• Cancellation does not relieve the client of the obligation to pay for work completed up to the effective cancellation date

2.3 Right of Withdrawal for EU Consumers

If you are a consumer based in the European Union, you have the right to withdraw from a contract for digital services within 14 calendar days of entering into the contract (the “cooling-off period”), without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

However, you expressly lose this right of withdrawal if:

• You have explicitly requested that the service commence within the 14-day cooling-off period, AND
• You have acknowledged that you will lose your right of withdrawal once the service has been fully performed

Where you request early commencement and the service is partially performed within the cooling-off period, you may be charged for the proportion of the service already provided if you subsequently withdraw.

3. Physical Products

3.1 Standard Returns

Where Up Network Maroc sells physical products through its website, customers may request a return and refund within 7 calendar days of the confirmed delivery date, provided that all of the following conditions are met:

• The product is unused, undamaged, and in its original condition
• The product is returned in its original, undamaged packaging with all original accessories, labels, and documentation
• Proof of purchase (order confirmation or receipt) is provided
• The return request is submitted in writing to contact@upnetworkmaroc.com before the 7-day deadline, clearly stating the order number and reason for return

Return shipping costs are the responsibility of the customer, unless the product is defective or the return is due to an error by Up Network Maroc. We recommend using a tracked shipping service as we cannot accept responsibility for items lost in transit.

3.2 Defective or Incorrect Products

If you receive a product that is defective, damaged in transit, or not as described, you must notify us within 48 hours of delivery by emailing contact@upnetworkmaroc.com with:

• Your order number and full name
• A clear description of the defect or issue
• Photographic evidence of the defect or damage

Upon verification, Up Network Maroc will offer, at its discretion and subject to stock availability, one of the following remedies:

• Full replacement of the defective product at no additional cost
• Full refund of the purchase price including original shipping costs
• Partial refund where appropriate to the nature of the defect

Up Network Maroc reserves the right to request that the defective product be returned before processing a refund or replacement.

3.3 Non-Returnable Physical Products

The following physical product categories are not eligible for return or refund, except in the case of a manufacturing defect:

• Perishable goods
• Products that have been used, unsealed, or removed from original packaging
• Products that have been personalised, customised, or made to order (see Section 5)
• Digital storage media (USB drives, SD cards, etc.) once unsealed
• Products explicitly marked as non-returnable at the time of purchase

4. Order Cancellations

4.1 Cancellation Before Processing

Orders for standard products or services may be cancelled free of charge at any time before the order has been processed or the service has commenced. To request a cancellation, contact us immediately at contact@upnetworkmaroc.com with your order number and the subject line “Order Cancellation Request”.

We process orders promptly and cannot guarantee that a cancellation request will be actioned in time. If the order has already been dispatched or the service has commenced before the cancellation is processed, the standard returns or refunds terms in Sections 2 and 3 will apply.

4.2 Cancellation After Processing

Once an order has been processed, dispatched, or a service has commenced:

• Cancellation of product orders is subject to the return procedure in Section 3
• Cancellation of digital service orders is subject to the terms in Section 2
• Cancellation of custom or bespoke orders is subject to the non-refundable policy in Section 5

4.3 Cancellation by Up Network Maroc

Up Network Maroc reserves the right to cancel any order at its reasonable discretion, including where a product is out of stock, a pricing error has occurred, or we have reasonable grounds to suspect fraudulent activity. In such cases, a full refund of any payment made will be issued within 10 business days.

5. Custom and Bespoke Orders — Non-Refundable

A “custom or bespoke order” includes any order where:

• The product or service has been specifically produced, configured, or designed according to the client’s individual specifications
• The work cannot reasonably be repurposed, resold, or used for another client
• The client has provided specific briefs, brand assets, content, or instructions that have been incorporated into the deliverable
• The order is explicitly labelled as “custom”, “bespoke”, or “made to order” at the time of purchase

Examples of custom orders include but are not limited to: custom website designs, bespoke software development, tailored marketing strategies, personalised printed materials, custom video production, and individually commissioned content.

5.1 Cancellation of Custom Orders

A custom order may be cancelled without charge only before any work or production has commenced. Once work has commenced:

• The client will be invoiced for work completed up to the date of cancellation
• Any materials purchased or costs incurred on the client’s behalf prior to cancellation will be charged to the client
• No refund of any deposit or advance payment will be issued

We strongly recommend clients review all briefs, specifications, and proofs carefully before approving commencement of custom work.

6. Training, Courses, and Workshops

The following terms apply to any training sessions, online courses, or workshops sold through the website:

7. Third-Party Platform Advertising Spend

Up Network Maroc’s service fees for managing campaigns are separate from platform advertising spend and are subject to the digital services refund terms in Section 2.

8. How to Request a Refund

To submit a refund or return request, please follow the steps below:

Refunds are issued to the original payment method used at the time of purchase. Processing times may vary depending on your bank or payment provider (typically 5–10 business days after approval).

9. Disputes and Complaints

If you are dissatisfied with our response to a refund or cancellation request, you may escalate the matter as follows:

• Submit a formal written complaint to contact@upnetworkmaroc.com with the subject line “Formal Complaint”. We will respond within 15 business days.
• If the complaint is not resolved to your satisfaction, you may seek mediation or pursue the matter through the competent courts as set out in our Terms and Conditions.
• EU-based consumers may also access the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr for cross-border disputes.

We are committed to resolving all disputes fairly and in good faith. We encourage customers to contact us directly before pursuing formal legal action.

10. Your Statutory Rights

11. Changes to This Policy

Up Network Maroc reserves the right to update this Refund and Cancellation Policy at any time. The policy applicable to your purchase is the version in force at the date of your order. We recommend reviewing this page before each purchase. The “Last Updated” date at the top of this page indicates when the policy was most recently revised.

12. Contact

For all refund, return, and cancellation enquiries:

Related Legal Documents

Terms and Conditions  •  Disclaimer  •  Legal Notice  •  Privacy Policy

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