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Refund & Returns Policy

Engage ID > Refund & Returns Policy

Effective Date: 01/05/2025
Company Name: Engage ID
Website: www.engage-id.com

At Engage ID, we take pride in delivering exceptional recruitment services across the cyber security and digital identity sector in the Middle East. We are committed to building long-term partnerships with our clients through transparent processes and fair policies. This Refund Policy outlines the conditions under which recruitment fees may be refunded or credits may be issued.

1. Client-Focused Guarantee

We stand behind our recruitment services with a candidate replacement guarantee. If a placed candidate leaves or is terminated within the agreed guarantee period, we offer:

  • Free candidate replacement within a specified timeframe
    or

  • Partial refund or credit, depending on the circumstances and our Terms of Business

The guarantee period and refund structure are outlined in the service agreement signed prior to project commencement.

2. Refund Eligibility

Refunds or credits may be considered if:

  • The candidate voluntarily leaves within the guarantee period

  • The candidate is terminated for reasons related to performance (not redundancy or restructuring)

  • The client notifies Engage ID in writing within the agreed period (typically 8–12 weeks from the candidate’s start date)

Note: Refunds are not provided if the client hires the candidate for a different role, significantly changes the job brief, or fails to provide adequate onboarding support.

3. Non-Refundable Services

The following are non-refundable:

  • Retainer or deposit fees (unless otherwise agreed in writing)

  • Fees related to executive search research or market mapping

  • Services delivered outside the scope of permanent placement (e.g. consulting, salary benchmarking)

4. Process for Requesting a Refund

To request a refund or candidate replacement:

  1. Notify Engage ID in writing at [email protected] within the agreed guarantee period.

  2. Provide the reason for the candidate’s departure and any relevant documentation.

  3. Our team will assess the request and respond within 5 business days.

All refunds are processed in accordance with the signed Terms of Business and may involve either:

  • Full/partial fee refund

  • Future service credit

  • Immediate replacement search at no additional cost

5. Right to Amend

Engage ID reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with a revised effective date.

6. Contact Us

If you have any questions about this Refund Policy, please contact:

Engage ID – Accounts & Client Support
Email: [email protected]
Address: SRTI Park, Sharjah, UAE
Website: www.engage-id.com

Refund & Returns Policy