Privacy & Refund Policies

This Privacy Policy explains how Dar Al Mohtawa Al Araby FZ LLC, a free zone limited liability company licensed in the Emirate of Sharjah, United Arab Emirates (license no. 4418940.01), registered at Business Centre, Sharjah Publishing City Free Zone, Sharjah, UAE (“the Company”, “we”, “us”), collects and uses personal data when you use neural.arabize.com and the Neural online translation service (together, the “Service”). We are the data controller for the personal data described in this Policy, and we process it in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (the “PDPL”) and its implementing regulations.

• Account data — name, email address, password (stored in hashed form), phone number, organization name, country, and preferred language, provided when you register.
• Payment data — handled by our payment service provider, Paymob. Your card details are entered directly into Paymob’s secure, PCI DSS-compliant payment environment; we never receive or store your full card number. We receive only confirmation of payment, the transaction reference, amount, and limited billing details needed for invoicing and refunds.
• Content you submit for translation — documents and text you upload are processed solely to provide the translation you requested (see Section 4).
• Usage and device data — log data such as IP address, browser type, pages viewed, features used, and volumes translated, collected automatically to operate, secure, and improve the Service.
• Support data — the contents of messages you send us and related correspondence.

Under the PDPL we process your personal data:

• To perform our contract with you — creating and managing your account, delivering translations, provisioning subscriptions and credits, billing, and providing support.
• To comply with legal obligations — tax, accounting, and record-keeping obligations under UAE law, and cooperation with competent authorities where required.
• For our legitimate operational purposes as permitted by the PDPL — securing the Service, preventing fraud and abuse, measuring performance, and improving features.
• With your consent — for marketing communications and any other purpose we expressly ask you about. You may withdraw consent at any time without affecting prior processing.

• Content you upload is processed only to deliver the Service to you, including through the AI models and infrastructure that power Neural.
• We do not use your content to train our models — and we do not sell it or make it available to other customers.
• Uploaded source files and generated translations are partially retained for 30 days to let you access your results and are then deleted from our production systems except where retention is required by law. You may delete them earlier from your account.
• Do not upload content containing special categories of personal data (such as health or biometric data) unless you have the legal right to do so; you are responsible for the content you submit.

• Paymob — for payment processing, refunds, and fraud prevention, as described in Section 2.
• Service providers — hosting, cloud infrastructure, AI processing, email delivery, and analytics providers acting on our instructions under contracts that protect your data.
• Affiliates — Arabize for Localization Services (Cairo, Egypt), which provides customer support and technical operations for the Service. Staff access only what a specific task requires and are bound by confidentiality obligations.
• Authorities and legal — where disclosure is required by UAE law, court order, or competent authority, or to establish or defend legal claims.

We do not sell personal data.

Some of our service providers process data outside the UAE. Where personal data is transferred outside the UAE, we do so in accordance with the PDPL — to jurisdictions with an adequate level of protection or otherwise subject to appropriate safeguards such as contractual protections, or with your consent where the PDPL permits. Current hosting locations: EU.

We keep account and billing records for as long as your account is active and thereafter as required by UAE tax and commercial record-keeping laws (typically 5 years). Translation content is retained as described in Section 4. Usage logs are retained for 12 months. When retention ends, data is deleted or irreversibly anonymized.

We apply appropriate technical and organizational measures, including encryption in transit, access controls, and segregated payment processing through Paymob. No online service is completely secure; if a personal data breach occurs that is likely to cause a risk to your privacy, we will notify the UAE Data Office and, where required, affected users in accordance with the PDPL.

Subject to the conditions in the PDPL, you have the right to:

• request access to, and a copy of, the personal data we hold about you, and information about how it is processed;
• request correction of inaccurate or incomplete data;
• request erasure of your data, or restriction of processing, in the circumstances the PDPL provides;
• object to processing, including for direct marketing, and to decisions based solely on automated processing that produce legal effects for you;
• request transfer of your data in a structured, machine-readable format where technically feasible; and
• withdraw any consent you have given, at any time.

To exercise these rights, contact us at neural@arabize.com. We will respond within the timeframes required by the PDPL and may need to verify your identity first. If you are not satisfied with our response, you may lodge a complaint with the UAE Data Office.

We use essential cookies to operate the Service (login sessions, security) and, with your consent where required, analytics cookies to understand how the Service is used. You can control cookies through your browser settings; disabling essential cookies may prevent parts of the Service from working.

The Service is intended for business and professional users and is not directed at children under 18. We do not knowingly collect personal data from children; if you believe a child has provided us personal data, contact us and we will delete it.

We may update this Policy from time to time. Material changes will be notified on the Platform or by email, and the “Last updated” date above will change. Continued use of the Service after changes take effect constitutes acceptance of the updated Policy.

Contact: Dar Al Mohtawa Al Araby FZ LLC — Business Centre, Sharjah Publishing City Free Zone, Sharjah, UAE — neural@arabize.com.

This Refund & Cancellation Policy (the “Policy”) applies to all purchases made on neural.arabize.com (the “Platform”), the online Arabic-language AI translation service marketed as “Neural” (the “Service”). The Service is owned and operated by Dar Al Mohtawa Al Araby FZ LLC, a free zone limited liability company licensed in the Emirate of Sharjah, United Arab Emirates (license no. 4418940.01), with its registered address at Business Centre, Sharjah Publishing City Free Zone, Sharjah, UAE (“the Company”, “we”, “us”). By completing a purchase on the Platform, you agree to this Policy.

The Service is a digital, software-as-a-service product delivered online. Depending on the plans available at the time of purchase, you may buy:

• Subscription plans — monthly or annual access to the Service, billed in advance and renewed automatically at the end of each billing period unless cancelled; and/or
• Prepaid credit packages — a defined volume of translation usage (e.g. words, pages, or credits) purchased in advance and consumed as you use the Service.

Because the Service is delivered digitally and access (or credits) is provisioned immediately upon successful payment, delivery is deemed complete at the moment your account is activated, upgraded, or credited.

All payments are processed securely by our payment service provider, Paymob. We do not collect or store your full card details. Prices are stated at checkout in AED or USD and are inclusive of applicable UAE VAT unless stated otherwise. Your bank or card issuer may apply its own currency conversion rates and fees, which are outside our control.

• You may cancel your subscription at any time from your account settings on the Platform, or by emailing us at the address in Section 9.
• Cancellation takes effect at the end of your current billing period. You retain full access to the Service until that date, and you will not be charged again.
• Amounts already paid for the current billing period are non-refundable, except in the cases described in Section 6. We do not provide pro-rata refunds for partial billing periods.
• To avoid being charged for renewal, cancel at least 24 hours before the renewal date.

• Purchased credits are non-refundable once any portion of the package has been consumed, except in the cases described in Section 6.
• Unused credit packages (0% consumed) are non-refundable once purchased.
• Credits are valid for 1 month or 1 year from the date of purchase unless stated otherwise at checkout and expire thereafter without refund.
• Credits have no cash value, are non-transferable, and cannot be exchanged for cash except where a refund is due under this Policy.

We will issue a full or proportionate refund, at our reasonable discretion and in line with applicable UAE consumer protection law, where:

• you were charged twice for the same purchase, or charged an incorrect amount, due to a billing or technical error;
• payment was taken but the Service, subscription, or credits were not provisioned to your account, and we are unable to provision them within a reasonable time of you notifying us;
• a documented technical failure on our side made the Service materially unavailable to you for a prolonged period during a paid subscription; or
• a charge was made without your authorization (subject to our verification and that of Paymob and your card issuer).

• What is not refundable — change of mind after use of the Service; dissatisfaction with machine-translation output quality (the Service is AI-based and output quality is not guaranteed); consumed credits; partial billing periods after cancellation; failure to use the Service during a period you paid for; and suspension or termination of your account for breach of our Terms of Use.

• Email neural@arabize.com from the email address registered to your account within 30 days of the charge.
• Include: your account email, the transaction date and amount, the Paymob transaction reference (from your payment receipt), and a brief description of the issue.
• We will acknowledge your request within 2 business days and give you a decision within 7 business days.
• Approved refunds are made to the original payment method through Paymob. Funds typically appear within 7–14 business days depending on your bank or card issuer; we cannot refund to a different card or in cash.

If you believe a charge is wrong, please contact us first — most issues are resolved faster than a card dispute. If a chargeback is filed on a charge we consider valid, we may suspend the associated account while the dispute is investigated with Paymob and the card schemes.

Dar Al Mohtawa Al Araby FZ LLC — Business Centre, Sharjah Publishing City Free Zone, Sharjah, UAE — neural@arabize.com.

This Policy is governed by the laws of the United Arab Emirates as applicable in the Emirate of Sharjah. Nothing in this Policy limits any rights you have under mandatory UAE consumer protection law. We may update this Policy from time to time; the version published on the Platform at the time of your purchase applies to that purchase.