Returns & Exchanges
1. General Policy
Given the digital nature of our Software as a Service (SaaS) offerings and custom software development services, returns and exchanges are not typically applicable. Once you have accessed our SaaS platforms or received the software developed by us, it is not possible to physically return or exchange the product in the same way as tangible goods. However, we understand that exceptional circumstances may arise, and we have established the following guidelines for handling requests related to refunds and adjustments.
2. Refund Eligibility Criteria
- Service Unavailability: If we are unable to provide the promised SaaS service or software functionality due to technical failures that persist despite our best efforts to resolve them within a reasonable time frame (normally 30 days from the reported issue), you may be eligible for a refund. The refund amount will be prorated based on the remaining period of your subscription or the proportion of the software development project that was not successfully delivered.
- Billing Errors: In the event of duplicate payments, incorrect charges, or charges for services not authorized by you, we will promptly issue a full refund for the overcharged amount.
- Breach of Contract: If we fail to meet the terms and conditions specified in our service agreement or software development contract, and this failure significantly impacts your use of the service or the functionality of the software, you may be entitled to a refund, which will be determined based on the nature and extent of the breach.
3. Refund Process
- Submission of Request: To request a refund, you must contact our customer support team via email at Robert6RonaldClayton@outlook.com within 14 days of the event giving rise to the refund claim. Your request should clearly state the reason for the refund, provide relevant details (such as service names, dates, and any error messages), and include any supporting documentation if available.
- Review and Assessment: Our customer support team will review your refund request within 5 business days. We may request additional information or clarification during this process to ensure a fair and accurate assessment.
- Decision and Notification: After the review, we will notify you of our decision via email within 3 business days. If your refund request is approved, we will initiate the refund process immediately.
- Refund Issuance: For refunds related to SaaS subscriptions, the amount will be returned to your original payment method within 10 – 15 business days. In the case of custom software development projects, the refund process may take longer depending on the complexity of the payment structure and any applicable accounting procedures, but we will strive to complete it within 30 days.
4. Exchanges
As our services are highly customized to meet individual and business needs, exchanges are not generally offered. However, if you have specific requirements or concerns regarding the functionality or features of our SaaS services or developed software, we encourage you to contact our customer support team. We will work with you to explore possible solutions, such as providing additional training, customizing the service further, or offering alternative features that may better suit your needs.
5. Limitation of Liability
In no event shall AZTEC ONLINE LIMITED be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the refund or non – refund of our services. Our liability, if any, shall be limited to the amount paid by you for the specific service or software product in question.