SLA, Subscription & Refund Policy

Last Updated: March 2, 2026

1. Software Delivery ("Shipping")

Because FidelAPI is a cloud-based routing software-as-a-service (SaaS), there are no physical goods to ship. "Delivery" is defined as the digital transmission of authenticated API keys, sandbox credentials, and access tokens to the verified business email address provided during the contractual onboarding process by the Al-Noor Trading technical account manager.

API keys are typically distributed within 24 hours of contract execution.

2. Service Level Agreement (SLA)

Al-Noor Trading Logistics guarantees a 99.99% Uptime SLA for the core Dynamic Dispatch and Telemetry Webhook endpoints. Uptime is measured over a 30-day calendar cycle.

In the event of an outage exceeding the SLA, Enterprise customers are entitled to SLA Credits applied to their next billing cycle, calculated as 5% of the monthly fee for every 30 minutes of downtime beyond the threshold, capped at 50% of the monthly fee.

3. Subscription Cancellations ("Returns")

FidelAPI operates on rolling annual or monthly B2B contracts.

  • Monthly Term: You may cancel your subscription at any time via your designated account manager or by emailing api-support@al-noor-trading.com. Cancellations take effect at the end of the current billing cycle.
  • Annual Contract: Early termination of customized enterprise annual contracts may incur an early termination fee equal to two (2) months of the contracted rate, unless the termination is for an uncured material breach by Al-Noor Trading Logistics.

4. Refund Policy

Due to the compute-intensive nature of our routing architecture, we do not offer pro-rated refunds for partial months of service.

Refunds are only issued in the following specific circumstances:

  • An erroneous duplicate charge processed by our billing department.
  • If FidelAPI fails to meet the core technical integration specifications outlined during the Sandbox testing phase AND a notice is served within the first 14 days of moving to production capacity.

For refund inquiries, please contact your Al-Noor Trading account rep directly or phone us at +1 (214) 555-0188.