Royaltech Solutions — Customer policies Commercial Registration: 226575 Effective: 26 October 2026 Returns, exchanges & refunds Tell us what went wrong. We will explain the available remedy and the next step. Faulty, incorrect or unsuitable goods If goods are faulty, incorrect or unsuitable for the agreed purpose, contact us. Consumers may choose repair, replacement or refund in accordance with the law, taking account of the goods, defect, use before discovery and time needed for repair. We will explain the available remedy and arrange it without charge where required. Our voluntary returns window does not limit these rights. Changed your mind? For standard-stock items, request a return within 7 calendar days of delivery. The item must be unused, unopened and complete, with its packaging and accessories. This voluntary offer excludes custom-configured or special-order items and activated licences. These conditions apply only to change-of-mind returns; they do not restrict remedies for faults, non-conformity or any applicable electronic-contract cancellation right. How to request a return Email sales@royaltech.qa with your invoice or other proof of purchase, item details and the reason for the request. Photos may help. We will confirm collection or return instructions and explain any proposed transport arrangement before you proceed. Keep available packaging, but missing packaging alone does not remove rights concerning faulty goods. Refund timing For refund-payment queries, email finance@royaltech.qa with your reference. We aim to initiate an approved refund within 5 business days after eligibility is confirmed and any necessary return is completed, or sooner where the law requires. The bank or payment provider may need additional time. We will confirm the method and expected date; we will not replace a required refund with store credit without your agreement. Your data on returned equipment Back up and remove personal data where safe and possible before handing over a device. If a fault prevents this, tell us so we can agree a secure handling process. Do not email passwords or confidential files. Return costs and assessment We do not charge you for the remedy or necessary return of goods where the law makes this our responsibility, including qualifying faulty or incorrect goods. For a voluntary change-of-mind return, any collection arrangement and cost must be explained and accepted in advance. We will not use an assessment process to delay a remedy unlawfully. Warranty & repairs Clear cover, a documented assessment and approval before extra work. Know your cover Your order and warranty documents identify the product, warranty provider, start date, duration and coverage. Manufacturer warranties vary by model. Royaltech will help with a claim and remains responsible for its own legal and contractual obligations. Installation workmanship Our installation workmanship cover runs for 90 calendar days from documented handover. We assess and correct faults caused by our installation without charge within this cover. It is separate from the equipment warranty. This period is not a limit on a longer written warranty or any service guarantee or remedy required by law. Assessment and exclusions Report technical faults to support@royaltech.qa with the symptoms and purchase details. If we believe the damage resulted from misuse, liquid, a power event or an unauthorised modification, we will explain the evidence and how it affects the particular claim. An unrelated change does not automatically cancel every right. Before repair Before repair, we give you a written estimate and expected duration. Extra work needs approval. The repair invoice identifies replaced parts and whether they are new, used or refurbished. If replacement or repair of qualifying defective goods takes more than 15 days, the alternative-equipment or compensation rights required by law apply. Data and collection Tell us about important data before repair. Back up where possible and agree access, any reset and data handling with us. We will provide a handover record. We will not treat uncollected equipment as abandoned without a lawful, documented notice process. Your service guarantee Services carry a guarantee appropriate to their nature as required by Qatar’s Consumer Protection Law. If a service does not meet that guarantee, we provide the refund or correct repeat performance required by law. Our 90-day workmanship cover does not replace that obligation, and referring a claim to a manufacturer does not remove Royaltech’s responsibilities. Replaced parts and after-sales care Replaced parts carry the legally required warranty from return of the repaired goods: at least six months for durable goods and three months for other goods, subject to lawful misuse exclusions. Required after-sales maintenance and spare-parts obligations remain separate from our installation-workmanship cover. Technical support One clear request helps us understand the issue and keep you updated. Create a support ticket Use tickets.royaltech.qa, the website support form or support@royaltech.qa. Include your company, contact details, affected system, symptoms and business impact. Keep the reference and reply in the same conversation where possible. The website form and external ticket portal are separate channels; submitting to one does not create a ticket in the other automatically. Support hours You can submit a request at any time. The service days, staffed hours, holiday arrangements and any after-hours cover are stated in your support agreement or booking confirmation. Ask support@royaltech.qa if you need to confirm your cover. Submission outside those hours does not mean a technician is available immediately. Response is different from resolution A response means a technician has reviewed or started handling the request. Resolution means the issue has been fixed or an agreed workaround is in place. Contract response targets are measured during agreed support hours; they are not a promise that every issue will be fixed within that time. Priority and visits We assess urgency using business impact, affected users and security risk. Describe a complete outage or suspected compromise clearly and call +974 6668 1416 as well as submitting a request. On-site attendance and after-hours service depend on the agreed cover and confirmed arrangements. Safe remote support We will agree authorised access and the work to be carried out. Do not share passwords in a ticket or public message. Use an agreed secure method, temporary access where suitable, and remove access when it is no longer needed. AMC & managed IT services Your agreement should make the covered systems, visits and service targets easy to find. What is covered For AMC enquiries, email sales@royaltech.qa; existing technical support requests go to support@royaltech.qa. Before the contract starts, we record the sites, users, devices, software and services covered, together with preventive work, reports, remote support and on-site visits. Adding a branch or system may need a written change to the scope. Plan response targets For the plan included in your signed agreement, initial-response targets are Starter: 24 hours; Basic: 12 hours; Standard: 8 hours; Premium: 2–4 hours, counted within the agreed support hours. Priority and any justified clock pauses must be defined in the agreement. These are initial-response targets, not guaranteed repair deadlines or a promise of round-the-clock staffing. Visits and unlimited support Basic includes one on-site visit per month and Standard two; Premium includes on-site support without a fixed visit count for covered incidents, as set out in the agreement. Unlimited support applies to the agreed systems and service hours. New projects, equipment, licences, civil work and third-party services are included only if expressly listed. Changes and maintenance We agree planned maintenance and any expected interruption with your nominated contact. Work outside the contract is explained and approved separately. For backups, CCTV, access control and security tools, the contract identifies exactly which checks and management tasks are included. Renewal and ending the contract Your agreement states the term, notice period and termination rights before signing. AMC renewal requires written acceptance; there is no automatic renewal charge under this policy. Final settlement and handover of records, credentials and data follow the agreement and applicable law. Ask sales@royaltech.qa about renewal or changes to your cover. Delivery & installation Agree the site, equipment and work before the installation begins. Dates and scope For delivery or installation arrangements, contact sales@royaltech.qa. Your order confirms the equipment, delivery location, installation work and agreed dates or estimates. If a material delay occurs, we will explain it and discuss the next step. Applicable cancellation or refund rights remain available. Site preparation Please arrange authorised site access, a responsible contact, suitable power and network availability, and landlord or building permissions where needed. We will identify preparation requirements before the visit. Any change to cabling, drilling or layout must be agreed. Check on arrival Check quantities and visible condition with us where possible. Report damage, shortages or a wrong item promptly. Signing a delivery note or not spotting a hidden defect immediately does not remove your applicable rights. Testing and handover We will demonstrate the agreed functions, record open issues and provide the agreed documentation and administrator handover. Training and integration are included only where stated in the scope. Documented faults remain open for follow-up; a handover signature does not waive legal remedies. Cancellation & rescheduling Contact us early so we can explain your options before more work is done. Changing an appointment Email sales@royaltech.qa or call with your booking reference and preferred new date as soon as you know a change is needed. We will confirm the new appointment. Any cancellation or rescheduling condition must be disclosed before booking and must be lawful. Cancelling an order or project Ask us to confirm what has been supplied, what work is complete and which commitments can still be cancelled. Any lawful deduction must be itemised and based on the agreed terms and actual circumstances. We do not treat every advance payment as automatically non-refundable. If a contract is concluded electronically Submitting a website enquiry does not conclude a purchase contract. If a consumer contract is later concluded electronically, the following protection may apply. For a qualifying electronic consumer contract, Article 57 of the Electronic Commerce and Transactions Law provides a three-day cancellation period from entering the contract, unless otherwise agreed. It applies while the contract has not been fully performed for its purpose during that period and you have neither used the goods nor received benefit or value from them. This policy does not ask you to waive that right. A consumer for this provision acts outside their trade, business or profession; it is not a universal cancellation rule for every business order. If Royaltech cannot proceed We will explain the issue and offer a revised arrangement for your acceptance or an appropriate cancellation and refund where due. We will not replace the agreed product or service without your consent. Delayed or unordered deliveries Under Article 58, a consumer may cancel and receive a refund if delivery or performance is delayed beyond 30 days, unless a different period was agreed. We notify you of material delays. You do not have to pay for unordered goods, including goods sent in error, or their return. Other applicable rights remain unaffected. Orders, payments & invoices Know what you are agreeing to before you confirm an order. Before you order Contact sales@royaltech.qa for a written quotation. Before acceptance, we explain the supplier details, specifications, total payable amount and charges, payment and delivery arrangements, offer validity, cancellation rights and applicable terms. You can correct errors and keep a copy. An enquiry alone is not an order. No online checkout or payment collection is provided on this website. Order acceptance and changes We confirm accepted orders in writing. Substitutions and extra work need your approval. Any deposit, milestone payment or credit arrangement must be stated in the agreement; we do not add an undisclosed commitment after acceptance. Invoices and payment safety We provide the required invoice, warranty information and payment record in Arabic, with English alongside where useful. Use payment details verified with Royaltech through a known contact, particularly if bank details appear to change. Never send card credentials, one-time passwords or banking passwords in an enquiry or ticket. Questions or overdue payments Contact finance@royaltech.qa for invoices, payments and account statements, and tell us promptly if an invoice appears incorrect. We will review the disputed item. Any service suspension must follow the agreement and applicable law, with notice and an opportunity to address the issue where required. We do not use this policy to authorise deletion of your data. Website & software projects Agree the deliverables, review points and handover before development starts. The project scope For new website or software projects, email sales@royaltech.qa. The project agreement lists features, languages, integrations, content responsibilities, milestones, testing and deliverables. Requests outside that scope are assessed and agreed before implementation, including any effect on the schedule. Review and acceptance We provide review versions and an agreed process for reporting issues. Acceptance is based on the written criteria and recorded approval, not simply on customer silence. We distinguish a failure to meet agreed requirements from a request for a new feature. Ownership and licences The agreement explains ownership and usage rights for custom work, source code, designs and content, including any payment condition for transfer. Third-party software, fonts, images and open-source components keep their own licence terms. Any continuing dependency or subscription is identified before handover. After launch For technical issues after launch, contact support@royaltech.qa. The agreement defines the period and scope for correcting defects, maintenance, updates and hosting. New features and ongoing changes need a separate scope unless already included. Search optimisation improves discoverability but does not guarantee a ranking, traffic level or sales result. Project cancellation and handover If a project ends early, we review completed milestones and outstanding obligations and agree the handover and any refund due under the contract and law. We identify what files, credentials and data will be delivered and in which format. Domains, hosting, email & subscriptions Keep renewal dates, account ownership and exit options clear. What you receive For new subscriptions and renewals, contact sales@royaltech.qa; for billing, contact finance@royaltech.qa; for technical issues, contact support@royaltech.qa. Your order identifies the provider, plan, account or domain owner, term, included storage and support, and relevant third-party conditions. Availability and recovery commitments apply only where explicitly included in the agreement. Renewal choice For subscriptions we manage, we aim to send a reminder at least 30 calendar days before renewal where the provider permits this. Renewal requires your written acceptance unless you separately authorise automatic renewal on clear terms. Keep your contact details current and track critical expiry dates. A reminder target does not replace the provider’s cancellation deadline. Cancellation and provider rules Tell us before the applicable renewal or cancellation deadline. Activated licences and prepaid terms can have provider restrictions, which we will disclose before purchase. These restrictions do not remove any cancellation or refund right that applies by law. Expiry, transfer and data export Expiry can interrupt a website or email service and may eventually lead to provider deletion or loss of a domain. We will agree the renewal or exit process, including any export deadline and handover of authorised account access. Export data while service is active; we do not promise recovery after a provider deletes it. Customer data, backups & system access Agree what is protected, who can access it and how restoration is tested. A backup needs an agreed scope Backup is included only when stated in your order or agreement. We record the systems, backup frequency, retention, storage location, monitoring, access and restoration testing, together with recovery priorities. Monitoring a backup job is not the same as proving that every file can be restored. Responsibilities and recovery We agree who checks failures, maintains access and authorises restores. Tell us when important systems or data change. Recovery depends on valid copies and the nature of the incident; no universal recovery guarantee is given. This does not remove Royaltech’s responsibility for agreed work or applicable legal duties. Authorised access only We request access needed for the agreed task and agree how it will be granted and withdrawn. Confidential records should use an agreed secure channel. Where we handle personal data on your behalf, a written data-processing arrangement must define instructions, security, providers and return or deletion. CCTV, attendance and biometrics Before deployment, we agree responsibilities for lawful use, notices, permissions, viewing rights and retention. Employee attendance records, biometric templates and camera footage require particular care. Do not send them through a general enquiry form. Any required approvals or licences must be verified for the project. Incidents and end of service Report suspected data loss or unauthorised access promptly to support@royaltech.qa. We will coordinate investigation and applicable notifications with the responsible customer contact. At the end of service, follow the agreed export, access-removal and deletion process, including legal holds and backup expiry where relevant. Privacy policy What we collect, why we use it and how you can ask about your information. Who to contact Royaltech Solutions (Commercial Registration 226575) is responsible for information submitted through this website. For privacy matters, email hello@royaltech.qa with “Privacy enquiry” in the subject, or call +974 4012 1345. Address: Munthaza Commercial Complex, Al Hitteen Street, Al Muntazah, Doha, Qatar. Information you provide Enquiry and support forms collect the contact details needed to reply, the service or issue and your message. Depending on the form, company and project location may be optional. We also record submission details such as time, language and reference. Do not submit passwords, identity documents, employee files, biometric records or camera footage through these general forms. How we use information We use your information to respond to your request, prepare a quotation, provide the support you ask for, maintain necessary customer records and protect the website against misuse. Processing is limited to these purposes and the consent or other permitted reason applicable under Qatar’s Personal Data Privacy Protection Law. Contact details needed to reply are required; optional fields may be left blank. Submitting a request does not enrol you in marketing. Where we rely on consent, you may withdraw it through hello@royaltech.qa; we will explain any effect on a service and any lawful reason for retaining a record. Technical information and providers Our website uses hosting and security providers. Temporary anti-abuse identifiers are derived from an IP address and time window; hosting providers may keep separate technical logs. Authorised staff and providers receive information needed for their role. We may disclose information where lawfully required. This website has no installed advertising or data-sale integration. Hosting, external services and processing locations The website is hosted through OpenAI Sites using Cloudflare application and database infrastructure, which process form records and technical information to operate it. If email alerts are enabled, Resend handles a reference and staff-inbox link, not the enquiry text or contact details. Google Maps and YouTube receive browser information only when you load their embedded content. WhatsApp, social networks and the separate ticket portal handle information you provide to those services under their own notices. These providers may process information outside Qatar. Contact hello@royaltech.qa for information about a particular provider, location or arrangement before sharing sensitive data. How long information is kept Retention depends on the record’s purpose. Enquiries and tickets are kept while being handled and while needed for follow-up or an active customer relationship. Order, payment and service records are retained for applicable accounting, warranty, legal and dispute requirements. When those purposes end, records should be deleted or anonymised unless a documented legal hold requires retention. Deletion requests also require checking provider copies and any backups; removing an application record does not instantly erase every copy. Temporary anti-abuse counters expire within two hours and are cleared on later submissions. Browser preferences expire after 180 days. Ask hello@royaltech.qa about the retention basis for your record. Your requests and choices Contact hello@royaltech.qa to ask about access, correction, deletion, objection or withdrawal of consent where available under applicable law. Include a reference if you have one. We may need proportionate identity checks and must consider legal exceptions. We will explain the outcome and respond within the applicable legal timeframe. You may also use the privacy guidance and complaint channels of Qatar’s National Cyber Security Agency. Security and service data We limit access to authorised people and use safeguards appropriate to the information and service. No system can be completely risk-free. Personal data handled inside your own IT, CCTV, attendance or software project needs a separate agreed processing scope; this website notice alone does not cover every project. Cookies & external content You choose when optional maps and videos load. Current website settings The current website does not load analytics or advertising trackers. It stores your privacy preference in your browser’s local storage under rtq-privacy-v1, with a 180-day validity. This is a browser preference record, not an advertising profile. Infrastructure may process essential technical information for delivery and security. Google Maps and YouTube A map or video loads only when you press its load button. The provider can then receive technical information such as your IP address and may use its own cookies under its privacy policy. Each embed needs your action; reloading the page resets it. Loading content is not consent to Royaltech marketing. Change your choice Use Privacy preferences in the website footer. Saving preferences closes loaded embeds; their own close button or a page reload also stops them. This does not erase information already sent to a provider or remove its existing cookies. Your browser settings can clear local storage and cookies. External links and WhatsApp Opening social media, maps, the ticket portal or WhatsApp takes you to another service with its own terms and privacy practices. WhatsApp opens after your action; only a general service message is prefilled, not your enquiry-form details. Ask for a secure channel for sensitive material. Acceptable use & customer responsibilities Use the service lawfully and keep access safe. Authorised and lawful use Use only accounts, equipment, software and content you are authorised to use. Do not use our services for unlawful surveillance, fraud, spam, malware, unauthorised access or infringement of others’ rights. Keep information current Provide accurate contact and system details, appoint an authorised contact and tell us about relevant changes. Follow agreed security and maintenance instructions and keep licences current. Tell us promptly about suspected compromised accounts. If there is harmful use We may take proportionate action allowed by the agreement and law to protect people, data or systems. We will explain the concern and give an opportunity to correct it where feasible. Urgent protective action may be needed for an immediate risk; it is not permission for unrelated data deletion. Complaints & escalation Tell us what happened and what outcome you are looking for. How to complain Email hello@royaltech.qa with “Complaint” in the subject, or call +974 4012 1345. Include your name, order or ticket reference, a short explanation and the outcome you would like. You do not need legal language or to send confidential evidence at the first step. Acknowledgement and updates We aim to acknowledge a complaint within 2 business days and provide a substantive response or progress update within 5 business days. If an investigation takes longer, we explain why and give the next update date. These are service targets, not guaranteed resolution times or extensions of any legal deadline. Review of the outcome If you disagree with the response, ask for a management review and include the reference. We will explain our decision and any proposed remedy in clear language. Raising a complaint does not reduce your warranty or support rights. Independent channels You may contact Qatar’s Ministry of Commerce and Industry on 16001 or use its official consumer services. Privacy concerns may be raised with the National Cyber Security Agency through its official channels. You do not have to complete Royaltech’s internal process before using a lawful external complaint channel. Website terms & policy changes Clear information, written agreements and your applicable rights. Website information Service pages explain the types of work Royaltech can discuss with you. Images may be illustrative; exact models, features, compatibility and availability are confirmed in the order. Brand names identify products or technologies and do not by themselves imply an authorised partnership or certification. Which terms apply Your confirmed order or service agreement records project-specific commitments. These policies provide the general explanation. Applicable law takes priority over any conflicting term; no policy or agreement removes rights that cannot lawfully be excluded. Use of website content You may view our content and download the company profile for reference. Do not misrepresent Royaltech, remove ownership notices or reuse material commercially without the relevant permission. Third-party content and linked services remain subject to their own rights and terms. Changes and effective date These policies take effect on 26 October 2026. Material changes will be reflected in the version and effective date, with notice or agreement where required. Updates do not retrospectively rewrite completed purchases or signed contracts. If the English and Arabic wording appear inconsistent, contact us for clarification. Mandatory legal protections apply in either language. Business days and service hours For the refund and complaint targets in these policies, business days are Sunday to Thursday, excluding official public holidays in Qatar. Count from the next business day after the relevant request or refund confirmation. Calendar days include weekends and holidays. Technical support and AMC response clocks follow the service hours in your agreement. This definition never extends a deadline imposed by law. Applicable law and resolving concerns These policies are governed by the laws of the State of Qatar. Mandatory consumer, privacy and other legal protections take priority over conflicting wording. You may raise concerns with the competent authority or court without first completing our internal complaint process. These policies impose no mandatory arbitration or blanket exclusion of Royaltech’s legal responsibility. About Royaltech and this website Royaltech Solutions, Commercial Registration 226575, provides technology services and related equipment. Our address is Munthaza Commercial Complex, Al Hitteen Street, Al Muntazah, Doha, Qatar. Contact hello@royaltech.qa or +974 4012 1345. This website presents services and device information and accepts enquiries and support requests. It does not sell online, accept purchase orders or collect payments. Work and equipment supply are arranged through a separately confirmed quotation or service agreement. Reporting a security concern Help us investigate without exposing people or information. Report safely Email support@royaltech.qa with “Security report” in the subject. Include the affected page or service, time observed and a short non-sensitive description. Ask for a secure channel before sending confidential evidence. Testing requires permission This reporting channel does not authorise security testing. Obtain written scope and permission before testing. Do not access other people’s records, disrupt service or test third-party systems. If you unexpectedly encounter private information, stop and report without copying or sharing it. Follow-up We assess reports and coordinate appropriate next steps. Please discuss a safe disclosure arrangement before publishing sensitive technical details; this does not prevent lawful reporting to a competent authority. This reporting policy offers no reward programme, guaranteed response deadline or legal immunity. Data protection & security How we handle access, service data and security concerns. Website safeguards The website checks submitted information, limits repeated submissions and restricts customer records to authorised staff. Use an HTTPS connection and keep your own device and accounts secure. No website or service can promise complete protection against every security risk. Your service and its information For managed IT, software, CCTV, attendance and access-control projects, agree the permitted users, purpose, security measures, providers, retention and handover before access is granted. Project-specific legal permissions and authority requirements must be checked. A product choice or this policy alone is not proof of a compliant installation. Report an incident For a suspected technical security incident, contact support@royaltech.qa and call +974 6668 1416 if urgent. For privacy concerns, use hello@royaltech.qa. Share a concise description and reference; request a secure channel before sending evidence containing confidential or personal information. Required notifications to affected people or authorities follow the applicable law and the incident circumstances. Privacy requests Ask about your information, correct a record or raise a privacy concern. Make a request Email hello@royaltech.qa with “Privacy enquiry” in the subject or call +974 4012 1345. Describe your request and include a reference if available. Do not attach identity documents or confidential records to the initial email. What happens next Contact hello@royaltech.qa to ask about access, correction, deletion, objection or withdrawal of consent where available under applicable law. Include a reference if you have one. We may need proportionate identity checks and must consider legal exceptions. We will explain the outcome and respond within the applicable legal timeframe. You may also use the privacy guidance and complaint channels of Qatar’s National Cyber Security Agency. Deletion and legal requirements We check the record, your identity where necessary and any applicable legal exception. A required accounting record, unresolved dispute or other lawful hold may prevent immediate deletion. We explain the outcome and consider relevant provider copies and backups; deleting one record is not a promise that every external copy is erased instantly.