1. Conditions for Refunds:
Refunds are issued for valid reasons such as billing errors, duplicate charges, or unsatisfactory service as per our service level agreement (SLA).Refunds are not typically issued for change of mind unless explicitly stated in a promotional offer.
2. Request Process:
Customers must submit a refund request within 30 days of the transaction date. Requests should be sent to our support team via email or through our online ticketing system. Include transaction details, reasons for the refund, and any supporting documentation.
3. Approval Criteria:
Refunds are approved based on verification of the issue and compliance with our terms of service. Errors on our part (e.g., overcharging) are promptly refunded upon verification.
4. Non-Refundable Items:
Certain services or products may be non-refundable, clearly communicated at the time of purchase (e.g., digital downloads, custom services).
5. Processing Time:
Refunds are processed within 7-10 business days upon approval. Customers are notified via email once the refund has been processed.
6. Exceptions:
Refunds requested outside the standard policy may be considered on a case-by-case basis by management. In exceptional circumstances (e.g., service outage), pro-rated refunds may be offered based on downtime.