1. Introduction
This Refund Policy explains the conditions under which ElevenX Tech ("we," "our," or "us") may provide refunds for our services, including custom development work and SaaS product subscriptions. This policy should be read together with our Terms of Service.
2. General Refund Principles
We strive to provide high-quality services and customer satisfaction. However, due to the nature of software development and digital services:
- All sales are generally considered final
- Refunds are provided on a case-by-case basis
- Specific refund policies vary by service type
- Refund requests must be made in writing to [email protected]
3. Custom Development Services
3.1 Project-Based Work
For custom development projects with fixed pricing:
- Deposit/Upfront Payments: Non-refundable once work has commenced
- Milestone Payments: Non-refundable once the milestone has been completed and delivered
- Final Payment: Due upon project completion; refundable only if deliverables do not meet agreed specifications
3.2 Hourly/Retainer Services
For hourly billing or monthly retainer arrangements:
- Charges are based on actual time worked and are non-refundable
- Unused retainer hours do not carry over unless explicitly agreed in writing
- You may cancel the retainer at any time, but fees for completed work are non-refundable
3.3 Cancellation Before Completion
If you cancel a custom development project before completion:
- You are responsible for payment for all work completed to date
- You will receive deliverables for work completed and paid for
- No refunds will be issued for work already completed
- Any remaining deposit may be refunded, minus costs for work completed
4. SaaS Product Subscriptions
4.1 Free Trials
For services offering free trials:
- You can cancel at any time during the free trial period without charge
- If you don't cancel before the trial ends, you will be charged for the subscription
- Cancellation must be completed before the trial expiration date
4.2 Monthly Subscriptions
For monthly subscription services:
- Cancellation: You can cancel at any time from your account settings
- Access: You retain access until the end of your current billing period
- Refunds: Monthly subscription fees are generally non-refundable
- Pro-rata Refunds: We do not provide partial refunds for unused portions of the month
4.3 Annual Subscriptions
For annual subscription services:
- 14-Day Money-Back Guarantee: Request a full refund within 14 days of your initial purchase
- After 14 Days: No refunds for the remaining subscription period
- Cancellation: You can cancel to prevent auto-renewal, but the current year is non-refundable
- Access: You retain access for the full year you paid for, even if you cancel
4.4 Upgrades and Downgrades
- Upgrades: Effective immediately; you will be charged the pro-rated difference
- Downgrades: Take effect at the next billing cycle; no partial refunds for the current period
5. One-Time Purchases
For one-time purchases of digital products or services:
- 14-Day Guarantee: Request a refund within 14 days if the product is defective or doesn't work as described
- Digital Goods: Once downloaded or accessed, sales are final unless the product is materially defective
- License Keys: Non-refundable once delivered and activated
6. Exceptions and Special Circumstances
6.1 Service Outages
If we experience significant service outages that prevent you from using our services:
- We may provide service credits or pro-rata refunds at our discretion
- Credits are calculated based on the percentage of downtime during your billing period
- You must report outages within 7 days to be eligible for credits
6.2 Billing Errors
If we make a billing error:
- We will correct the error and refund any overcharges
- You must notify us within 60 days of the charge
- Provide documentation of the billing error
6.3 Unauthorized Charges
If you notice unauthorized charges:
- Contact us immediately at [email protected]
- We will investigate and refund confirmed unauthorized charges
- You may also contact your payment provider to dispute the charge
6.4 Technical Issues
If our service has a material defect that prevents its use:
- Report the issue to us promptly
- Allow us reasonable time to fix the issue
- If we cannot resolve the issue, we may provide a pro-rata refund
7. Refund Request Process
7.1 How to Request a Refund
To request a refund:
- Send an email to [email protected]
- Include your account email and order/invoice number
- Clearly state the reason for your refund request
- Provide any relevant documentation or screenshots
7.2 Review Process
After you submit a refund request:
- We will acknowledge receipt within 2 business days
- We will review your request and respond within 7 business days
- We may request additional information to process your request
- We reserve the right to approve or deny refund requests at our discretion
7.3 Refund Processing
If your refund is approved:
- Refunds are processed to the original payment method
- Processing time: 5-10 business days, depending on your payment provider
- You will receive a confirmation email once the refund is processed
- Your access to the service may be immediately revoked
8. Non-Refundable Items
The following are explicitly non-refundable under any circumstances:
- Setup fees or onboarding charges
- Custom development work that has been completed
- Third-party service fees (domain registration, SSL certificates, etc.)
- Add-on services that have been delivered
- Consulting or advisory services that have been provided
- Subscription fees after the applicable refund period has expired
9. Chargebacks and Disputes
9.1 Contact Us First
Before initiating a chargeback with your payment provider, please contact us to resolve the issue. Chargebacks can result in:
- Immediate suspension of your account
- Additional chargeback fees charged to you
- Termination of service
- Difficulty accessing future services
9.2 Fraudulent Chargebacks
If we determine a chargeback is fraudulent or unjustified:
- We will contest the chargeback with evidence
- Your account will be permanently suspended
- We may pursue legal action to recover losses
10. Cancellation Policy
10.1 How to Cancel
You can cancel your subscription or service at any time by:
- Logging into your account and navigating to account settings
- Emailing us at [email protected]
10.2 Effect of Cancellation
- Cancellation prevents future billing but does not trigger a refund
- You retain access until the end of your current billing period
- Your data will be retained for 30 days after cancellation, then deleted
- You can reactivate your account during the 30-day grace period
11. Payment Processor Policies
We use third-party payment processors (Stripe, Dodo Payments, etc.) that have their own refund and dispute policies. In some cases, your refund may be subject to their policies and processing times.
12. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be communicated by updating the "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
13. Legal Rights
This policy does not affect your statutory rights under applicable consumer protection laws. In some jurisdictions, you may have additional rights that cannot be waived by this policy.
14. Contact Information
If you have questions about this Refund Policy or need to request a refund, please contact us:
Important: This Refund Policy applies to all services provided by ElevenX Tech. Specific SaaS products may have additional refund terms outlined at the time of purchase.