Refund Policy

1. Overview

At XEFORT SOLUTIONS, we are committed to delivering high-quality IT services and ensuring client satisfaction. This refund policy outlines the conditions under which refunds may be granted for our various services and products.

2. Refund Eligibility

2.1 Custom Development Services

Refunds for custom development projects may be considered under these circumstances:

• Project Cancellation: Before development commences (within 48 hours of contract signing)
• Non-Delivery: Failure to deliver agreed-upon milestones within reasonable extended timeframes
• Fundamental Breach: Significant deviation from agreed specifications that cannot be remedied
• Service Failure: Inability to provide contracted services due to internal issues

2.2 Subscription and Retainer Services

Monthly/recurring service refunds are available for:

• Unused portions of cancelled subscriptions (pro-rated)
• Service outages exceeding 99% uptime SLA
• Failure to provide agreed service levels
• Cancellation within first 7 days with minimal usage

3. Non-Refundable Services

3.1 Completed Work

No refunds will be provided for:

• Completed and delivered project milestones
• Services already performed and accepted by client
• Third-party costs incurred on client's behalf
• Domain registrations and license purchases
• Training and consultation sessions already conducted

3.2 Client-Initiated Changes

Refunds are not available when delays or issues result from:

• Client-requested scope changes or feature additions
• Delayed feedback or approval from client
• Client's failure to provide necessary resources or access
• Changes in client requirements after project commencement

4. Refund Process and Timeline

4.1 Request Process

To request a refund:

1. Submit written refund request to info@xefort.com
2. Include project details, reason for refund, and supporting documentation
3. Allow 5-10 business days for initial review and response
4. Provide additional information if requested during review
5. Receive final decision within 15 business days

4.2 Processing Timeline

Approved refunds will be processed as follows:

• Credit Card: 5-10 business days after approval
• Bank Transfer: 3-7 business days after approval
• Check: 10-15 business days after approval
• Digital Payments: 1-3 business days after approval

5. Partial Refund Calculations

5.1 Milestone-Based Projects

For projects cancelled mid-development, refunds are calculated based on completed milestones. Clients are charged only for delivered and accepted work, minus any non-recoverable third-party costs.

5.2 Time-Based Services

Hourly or time-based services are refunded for unused hours, calculated from the last billable work date to the cancellation date.

6. Service Level Guarantees

6.1 Uptime Guarantee

For hosting and managed services:

• 99.9% Uptime: Service credits for any month below this threshold
• 99% Uptime: 25% service credit for that month
• 95% Uptime: 50% service credit for that month
• Below 95%: 100% service credit for that month

6.2 Response Time Guarantee

Support response guarantees:

• Critical Issues: 4-hour response or 10% monthly credit
• High Priority: 24-hour response or 5% monthly credit
• Normal Priority: 48-hour response commitment

7. Dispute Resolution

7.1 Internal Review Process

All refund requests undergo thorough internal review including project manager assessment, technical evaluation, and client relationship review before final decision.

7.2 Escalation Process

If unsatisfied with refund decision:

1. Request escalation to senior management
2. Present additional evidence or documentation
3. Consider mediation for complex disputes
4. Final decision authority rests with company leadership

8. Special Circumstances

8.1 Force Majeure Events

In cases of natural disasters, pandemics, or other extraordinary circumstances that prevent service delivery, we will work with clients on fair resolution including potential refunds or service credits.

8.2 Data and Intellectual Property

Refunded projects require return of all proprietary materials and deletion of project-related data from client systems, unless otherwise agreed in writing.

9. Prevention and Customer Satisfaction

We believe in preventing refund situations through clear communication, detailed project scoping, regular check-ins, and proactive issue resolution. Our goal is client success and satisfaction with delivered services.

10. Contact Information

For refund requests or questions about this policy: