Introduction
At IT Soul Solutions, we are committed to delivering high-quality services and maintaining transparency in all transactions. This Refund Policy outlines the general terms under which refunds may be granted. By purchasing our services, you agree to this policy.
1. General Principles
- Refund eligibility varies by service type.
- Third-party costs (domains, hosting, SSL, licenses, ad spend, app store fees, stock assets) are non-refundable.
- Completed and approved services are non-refundable.
- Setup fees, onboarding, consultation sessions, and hourly work already performed are non-refundable.
- Custom development work is non-refundable once delivered or approved.
2. IT Support Services
Monthly Plans:
- 14-day money-back guarantee for new subscriptions (if minimal usage under 2 hours).
- No prorated refunds after the cooling-off period.
Annual Plans:
- 30-day money-back guarantee.
- Prorated refunds after 30 days (minus used support hours).
Hourly & Emergency Support:
- Unused prepaid hours refundable within 90 days (25% admin fee applies).
- No refunds for completed sessions.
- Emergency dispatch fees non-refundable once technician is deployed.
3. Website & Mobile App Development
Deposits:
- 30–50% project deposit required and non-refundable once work begins.
Milestone Payments:
- Non-refundable after milestone approval.
Client Cancellation:
- Before work begins: Full refund minus 10% admin fee.
- During project: Refund of remaining balance minus completed work and third-party costs.
- After final approval: No refunds.
Warranty:
- 90-day bug-fix warranty for issues related to our work.
- Excludes third-party tools, hosting issues, or client modifications.
4. Digital Marketing Services
- Minimum commitment may apply (3–6 months depending on service).
- No refunds for completed monthly work.
- Ad spend is non-refundable (paid directly to advertising platforms).
- SEO services guarantee deliverables, not rankings.
- Management fees refundable only if agreed services were not performed.
5. Security, Backup & Infrastructure Services
- Security audits and delivered reports are non-refundable.
- Implementation deposits non-refundable once work begins.
- 30–90 day warranty on implementation services.
- Ongoing monitoring plans may include a 30-day money-back guarantee for new subscriptions.
- Disaster recovery fees are based on effort and are non-refundable.
6. Consultation & Training
- Completed sessions are non-refundable.
- 48+ hours cancellation notice: Full refund or reschedule.
- 24–48 hours: 50% fee applies.
- Less than 24 hours: No refund.
7. Refund Request Process
To request a refund:
Email: refunds@yourwebsite.com
Include:
- Full name
- Invoice/transaction number
- Service details
- Reason for request
- Supporting documentation
Timeline:
- Acknowledgment within 2 business days
- Review period: 7–14 business days
- Approved refunds processed within 14 business days to original payment method
8. Dispute Resolution
We encourage resolution through communication first.
If unresolved:
- Escalate via email: disputes@yourwebsite.com
- Mediation or arbitration may apply as per service agreement.
- Governing law: Applicable jurisdiction of IT Soul Solutions.
9. Chargebacks
Please contact us before initiating a chargeback. Unjustified chargebacks may result in:
- Service suspension
- Account termination
- Recovery of chargeback fees
- Legal action if necessary
10. Non-Refundable Items (Always)
- Domains & hosting
- SSL certificates & software licenses
- Advertising spend
- App store fees
- Completed development/design work
- Setup & onboarding fees
- Used support hours
- Delivered reports & audits