Refund Policy

Our approach to refunds and service satisfaction

Last Updated: April 1, 2024

At Euro Connect Solutions, we strive to provide high-quality technology solutions that meet our clients' needs and expectations. We understand that sometimes services may not fully align with your requirements, and this refund policy outlines the conditions and procedures for requesting refunds for our services.

Please read this policy carefully to understand our refund practices. By purchasing our services, you agree to the terms of this refund policy.

1. Refund Policy Overview

Our refund policy is designed to be fair to both our clients and our business. We evaluate each refund request on a case-by-case basis, taking into account the nature of the services provided, the time elapsed since service delivery, and the specific circumstances of the request.

Different types of services we offer may have different refund conditions, as outlined in this policy.

2. Refund Conditions by Service Type

2.1 Web Development Services

For custom website and web application development services:

  • Project Cancellation Before Development: If you cancel a project after signing the contract but before development has begun, we will refund 70% of any deposits paid, with 30% retained to cover administrative costs, initial consultations, and project planning.
  • Project Cancellation During Development: If you cancel a project after development has begun but before completion, refunds will be prorated based on the percentage of work completed and delivered, minus administrative fees.
  • Post-Delivery Refunds: Once a website or web application has been delivered and approved, no refunds will be issued unless the deliverable fails to meet the specifications outlined in the signed agreement.

2.2 Mobile Application Development

For mobile application development services:

  • Pre-Development Cancellation: 70% refund of deposits if cancelled before development begins.
  • Development Phase Cancellation: Prorated refund based on completed milestones, with deductions for work performed.
  • Post-Delivery: No refunds after final delivery and client approval unless the application fails to meet documented specifications.

2.3 Cybersecurity Services

For cybersecurity assessments, audits, and implementations:

  • Pre-Assessment Cancellation: 80% refund if cancelled before any assessment activities have begun.
  • During Assessment: 50% refund if cancelled during the assessment phase but before delivery of findings.
  • Post-Assessment: No refunds after delivery of security assessment reports or implementation of security measures.

2.4 Cloud Services

For cloud migration, setup, and management services:

  • Setup and Migration Services: Prorated refunds based on completed work if cancelled before completion.
  • Ongoing Management Services: No refunds for the current billing period; service can be terminated for future billing periods with required notice.

2.5 Consulting Services

For IT consulting and advisory services:

  • Hourly Consulting: No refunds for hours already delivered.
  • Retainer-Based Consulting: Unused portions of retainers may be refunded minus an administrative fee of 15%.
  • Pre-Scheduled Consulting Sessions: 50% refund if cancelled at least 48 hours in advance; no refund for cancellations less than 48 hours before the scheduled session.

3. General Refund Conditions

The following conditions apply to all service types:

3.1 Quality Guarantee

If our services do not function as specified in the signed service agreement or statement of work, you may be eligible for a full or partial refund, provided that:

  • You notify us of the issue within 14 days of service delivery
  • The issue is a result of our failure to meet agreed-upon specifications
  • The issue cannot be resolved through reasonable remediation efforts

3.2 Change of Requirements

Refunds will not be issued in cases where client requirements change after a project has begun. Changes to project scope will be handled according to our change management process and may incur additional fees.

3.3 Force Majeure

No refunds will be issued for delays or inability to deliver services due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, or widespread technological disruptions.

4. Refund Request Procedure

To request a refund, please follow these steps:

  1. Submit a Written Request: Send an email to info@egeneral-gr.online with the subject line "Refund Request" and include the following information:
    • Your full name and contact information
    • Project or service reference number
    • Date of purchase or service agreement
    • Detailed reason for the refund request
    • Any supporting documentation
  2. Initial Review: We will acknowledge receipt of your request within 2 business days and conduct an initial review.
  3. Evaluation: Our team will evaluate your request based on the conditions outlined in this policy and the specific circumstances of your case.
  4. Decision: We will communicate our decision regarding your refund request within 10 business days of receiving your complete request.
  5. Refund Processing: If a refund is approved, it will be processed using the original payment method when possible. Processing times may vary depending on your payment provider.

5. Refund Processing Timeframe

If your refund request is approved, the processing time will depend on the payment method used:

  • Credit Card Payments: Refunds typically appear on your statement within 5-10 business days.
  • Bank Transfers: Refunds may take 7-14 business days to process.
  • Other Payment Methods: Processing times will vary based on the specific payment provider.

Please note that while we process refunds promptly once approved, the actual time for the funds to appear in your account is largely determined by your financial institution or payment provider.

6. Exceptions to the Refund Policy

6.1 Customized Services

Highly customized services developed specifically for your unique requirements may have limited or no refund options. These limitations will be clearly communicated in the service agreement before work begins.

6.2 Third-Party Services and Licenses

Refunds for third-party services, software licenses, or technologies that we purchase on your behalf as part of our services will be subject to the refund policies of those third-party providers.

6.3 Special Promotions and Discounts

Services purchased under special promotions, discounts, or bundled offerings may have different refund terms, which will be specified at the time of purchase.

7. Dispute Resolution

If you disagree with our decision regarding your refund request, we encourage you to contact us to discuss the matter further. We are committed to finding fair and reasonable solutions to client concerns.

If we cannot resolve the dispute directly, the matter will be handled according to the dispute resolution provisions in our Terms and Conditions.

8. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. We will notify active clients of significant changes to our refund policy via email.

The refund policy in effect at the time of your purchase will apply to your transaction.

9. Contact Information

If you have any questions about this refund policy or would like to discuss a potential refund situation before making a formal request, please contact us at:

Euro Connect Solutions
LV-7116, Kurzemes reģions, Limbazi pilsēta, Aspazijas bulvāris, 27
Email: info@egeneral-gr.online
Phone: +242623402043

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM (Eastern European Time).