Refund and Claims Policy
Refund and Claims Policy
Introduction
At youdemus, we are committed to providing high-quality services, including website creation, web application development, and SEO services. We understand that sometimes situations may require a refund or claim. This Refund and Claims Policy describes the conditions under which refunds can be made and the procedures to follow for any claim, in accordance with the requirements of Airwallex, our online payment partner. Payments and refunds are subject to Airwallex’s terms and conditions.
1. Refund Policy
We strive to provide a service that meets your expectations. However, if you are not satisfied with our services, this section describes our refund policy in relation to the services we offer.
1.1. Refunds for services not started
If you cancel an order before work begins, we promise to give you a full refund. Work is considered to have started once the contract is signed or initial action has been taken on our part.
1.2. Refunds for ongoing services
Once work has begun, refunds may be partial. The amount refunded will be determined based on the progress of the project. If services such as mockup creation, initial site development, or SEO actions have already been completed, a partial refund will be made based on the work completed.
1.3. No possibility of refund once the service has been delivered and approved.
Once the Service has been delivered and approved by you (including after final validation of a website or application, or delivery of an SEO report), we consider the Service to have been fully performed and no refund will be made, except in cases of service defect or non-conformity.
1.4. Reimbursement in case of non-delivery
In the event that we are unable to deliver the services within the agreed timeframe or meet the specifications of the contract, you may request a full or partial refund. Once a refund is approved, it will be processed via Airwallex within 5-10 business days. We will seek to resolve the situation with you in the first instance and, if an amicable resolution is not possible, we will proceed with the refund.
2. Complaints
If you have a complaint about our services, we want to deal with it quickly and fairly. Here are the steps to follow to submit a complaint:
2.1. Submit a claim
If you are dissatisfied with a service, we invite you to contact us within 14 days of delivery of the service, by sending an email to [email protected]. Please provide detailed information on the nature of your complaint, as well as supporting documents if necessary (for example: screenshots, documents, emails).
2.2. Response time
We are committed to responding to any complaint within 10 business days of receiving your request. Depending on the nature of the complaint, we will offer you either a partial or full refund or a correction of the service.
2.3. Resolution of complaints
We seek to resolve any complaint amicably. If the complaint is justified, we will take appropriate measures, including offering you a refund, compensation, or a revision of the service, as deemed relevant by our team.
2.4. Dispute handling via Airwallex
If a complaint is not resolved satisfactorily between you and our team, you may request Airwallex to assist you in resolving the issue by submitting a chargeback request. We will fully cooperate with Airwallex to provide all necessary elements for the evaluation. Chargeback timelines and outcomes will depend on Airwallex’s processes and terms. Once a refund or chargeback is approved, Airwallex will process the transaction within 5-10 business days.
3. Examples of non-refundable situations
Certain circumstances may result in ineligibility for reimbursement:
- Force Majeure: If events beyond our control (such as natural disasters, technical failures of third party services, etc.) delay or prevent the delivery of the Services.
- Technical issues with third-party services: If an issue occurs with third-party platforms, such as hosting services or external plugins, that is not our responsibility, this may result in the inability to process a refund.
4. Changes to this Policy
We reserve the right to change this Refund and Claims Policy at any time, based on our business practices or Airwallex’s requirements. All changes will be posted on our site and will be effective immediately upon posting.
Key Updates:
- Mention of Airwallex’s Role: Integrated throughout the policy with specific reference to their processes for refunds and chargebacks.
- Timelines: Added a clear timeline (5-10 days) for processing refunds via Airwallex.
- Force Majeure and Third-Party Issues: Clarified conditions where delays or non-refunds may occur due to third-party providers or unforeseen circumstances.
