Refund, Returns and Cancellation Policy

Effective date: 23 July 2026  |  Last updated: 23 July 2026

1. Scope

This Policy applies to purchases from ArtTern, operated by SM Marketing Management LLC, including listing packages, memberships, subscriptions, digital products, promotional services, profile preparation, media services, and other digital or professional services.

2. Digital Services and No Physical Returns

Most ArtTern products and services are digital or service-based. There is no physical item to return. A digital service is considered started or supplied when any of the following occurs:

• account or package access is activated;
• you submit information or content for review, processing, profile creation, or publication;
• a profile, listing, promotion, campaign, media item, download, report, or other deliverable is made available;
• research, design, editing, translation, media, marketing, consultation, or other work begins; or
• a reserved time, event space, promotional slot, or production resource is allocated.

3. Non-Refundable Circumstances

To the maximum extent permitted by law, no refund, credit, exchange, extension, or prorated reimbursement is provided because:

• you changed your mind, no longer need the service, or failed to use available features;
• you did not complete, update, or supply the information needed for your profile or service;
• you request deletion, pause, downgrade, or cancellation after service activation or work commencement;
• you expected sales, followers, leads, press, ranking, representation, invitations, engagement, or another result that was not expressly guaranteed in a signed written agreement;
• your submitted content is rejected, restricted, suspended, or removed because it is inaccurate, unlawful, infringes rights, violates our policies, creates legal or reputational risk, or you cannot prove authority or ownership;
• you missed a deadline, appointment, interview, event, content request, or production session;
• a third-party platform, search engine, social network, payment provider, organiser, artist, gallery, or other third party changes, rejects, delays, restricts, or removes content;
• you purchased the wrong package or duplicated an order but did not notify us before activation or work began; or
• your access is suspended or terminated for breach, fraud, abuse, chargeback, or non-payment.

4. Mandatory Legal Remedies

Nothing in this Policy removes rights that cannot legally be excluded. If ArtTern fails to provide a paid service, or the service has a legally recognised defect attributable to ArtTern, we may, as appropriate and as required by UAE law:

• correctly re-perform or repair the service without additional charge;
• provide a proportionate refund for the unprovided or defective portion; or
• provide a full refund where the service was not implemented or cannot be properly implemented.

A delay or issue caused by missing user cooperation, inaccurate user content, third parties, force majeure, platform-policy changes, or circumstances outside our reasonable control is not automatically a defect attributable to ArtTern.

5. Cancellation and Renewal

• You may cancel future renewal at any time before the renewal charge through the available account setting or by emailing us.
• Cancellation prevents future renewal; it does not ordinarily refund the current billing period.
• Benefits may continue until the end of the paid period unless the account is suspended for breach or removal is requested.
• If renewal is not enabled, the service ends unless you actively purchase another period.
• Submitting an account-deletion or profile-removal request is not the same as cancelling a recurring payment. You should request both where applicable.

6. Custom, Reserved, and Promotional Work

Deposits and payments for custom work, campaigns, reserved media placements, event participation, production sessions, interviews, or time-specific services are non-refundable once resources are committed or work begins, except where mandatory law requires a remedy. Any specific written cancellation schedule in a quotation or order will also apply.

7. Promotions, Coupons, and Free Packages

Coupons and promotional credits have no cash value, are not refundable, may be limited to one use, and may be withdrawn in cases of misuse. A free or fully discounted order does not create a right to a cash refund.

8. Duplicate, Incorrect, or Unauthorised Payments

Contact us promptly if you believe a payment was duplicated, incorrectly charged, or unauthorised. We will investigate payment records and may request identity, account, invoice, and bank evidence. Confirmed duplicate charges will be reversed where appropriate. Unauthorised-payment claims may result in temporary account restriction while investigated.

9. How to Submit a Request

Email support@arttern.com with:

• the account name and email;
• order or invoice number;
• payment date and amount;
• a clear description of the issue; and
• supporting screenshots or documents.

Requests should be made promptly after discovering the issue. We may first offer correction or re-performance where appropriate. Approved refunds are returned, where reasonably possible, to the original payment method. Bank and processor timing is outside our control, and original third-party charges may be non-refundable where law permits.

10. Chargebacks

A chargeback is not a substitute for a genuine refund request. Contact us first so we can investigate. Fraudulent or abusive chargebacks may lead to suspension, debt recovery, and submission of order, acceptance, access, delivery, publication, communication, and usage evidence to the payment provider or competent authority.

11. Contact