This Refund Policy explains when you may be eligible for a refund and how we handle refund requests for our digital and online services. This Policy should be read together with our Terms and Conditions.
1) Refund Policy (Issuance of a Refund)
1.1. General principle
We aim to provide all Services as described on our Website. If we are unable to deliver your order as agreed due to an issue on our side, we will, in line with your statutory rights:
- offer an alternative solution (such as a revised timeline, a different package, or account credit where appropriate); or
- provide a full or partial refund for the undelivered or defective part of the Service.
1.2. Orders on hold due to an issue on our side
If your order is placed on hold because of a technical or operational issue at our end and we inform you of this, you may request:
- cancellation of the affected order; and/or
- a refund for the undelivered part of the Service.
1.3. Services already started / in progress
Because our Services are digital and often begin promptly after acceptance:
- once substantial work has started (for example, project planning, design, development work, campaign setup, or resource allocation), a full refund is generally not available for that part already delivered.
However, if a Service is not delivered with reasonable care and skill or does not match what was agreed, you may be entitled to:
- re-performance (where feasible);
- a proportionate price reduction; and/or
- a proportional refund,
as required by applicable consumer law.
1.4. Completed orders
If a Service has been fully and correctly performed as described:
- refunds are generally not provided solely due to a change of mind.
This does not affect any mandatory rights you may have under EU consumer law in cases of defective or non-conforming performance.
1.5. Right of withdrawal (EU consumers)
If you are an EU consumer, you generally have a 14-day right of withdrawal for online service contracts.
Because our Services may start shortly after order acceptance, you agree that:
- If you explicitly request us to begin the Service before the end of the 14-day period, and
- You acknowledge that you may lose your right of withdrawal once the Service is fully performed,
Your withdrawal rights will apply as described in our Terms and Conditions.
If you withdraw after the Service has started but before completion, you may be required to pay a proportionate amount for work already provided.
1.6. How to request a refund
To help us verify your request and process it securely, please:
- Contact us using the same email address used to place the order, where possible.
- include your order ID, date of purchase, and a clear description of the issue;
- Provide relevant supporting details (such as a project brief reference, screenshots, or campaign identifiers).
If you no longer have access to the original email, we may request reasonable alternative proof of identity.
1.7. Refund method and timing
Approved refunds will be issued:
- using the same payment method you used for the original transaction, unless we mutually agree otherwise; and
- within a reasonable time.
Where EU consumer rules apply, refunds will be processed without undue delay and typically within 14 days from the date we confirm your entitlement to a refund.
2) Prices and Discounts
2.1. Pricing
- All prices are set by our management based on market conditions, service scope, operational costs, and value delivered.
- The price applicable to your order is the one shown at checkout before you place the order.
- Later price changes will not affect orders already accepted.
2.2. Changes to prices
We may change prices, fees, or packages from time to time. Updated prices will be published on the Website and will apply only to new orders placed after the change.
2.3. Discounts and special offers
We may offer discounts or promotions at our discretion (e.g., promo codes, volume discounts, seasonal offers). Conditions (validity dates, eligible Services, minimum order size, etc.) will be stated at the time of the offer.
Personalised discounts (where offered) are valid only for the period specified and may expire automatically if the order is not placed within that timeframe.
2.4. Resellers
Our Services are primarily designed for end clients. We do not provide standard public reseller rates unless explicitly agreed in writing under a separate arrangement.
3) Warranties and Claims (Service Quality / Corrections)
3.1. Quality of Services
We will provide our Services with reasonable care and skill and in line with the descriptions on our Website and the agreed scope. If a Service is not delivered as described, you may be entitled to remedies under applicable law, such as:
- re-performance; or
- a proportionate price reduction; or
- a proportional refund.
3.2. Corrections and warranty scope
Where a correction/refill/warranty period is offered for a specific Service, the duration and conditions will be stated on the relevant Service page or proposal.
During that period, if we confirm a shortfall or defect within the stated warranty scope, we will make reasonable efforts to correct or complete the affected part of the Service.
3.3. When a refund may apply for defective service
If, despite our reasonable correction efforts:
- We are unable to deliver the Service to the agreed standard; or
- The Service remains materially defective,
We may provide a full or partial refund for the affected part of the order, in line with your statutory rights.
3.4. Factors outside our control
Some outcomes may be influenced by factors beyond our control (for example, third-party platform updates, external approvals, or client-side delays). In such cases:
- We will assess refund eligibility fairly and proportionately based on the scope delivered and the cause of the issue.
3.5. How to submit a service-quality claim
Contact our support team and provide:
- order ID and date of purchase;
- the Service name/package;
- a clear description of the issue; and
- any relevant evidence.
We will review your request and respond within a reasonable timeframe.
4) Contact
For refund requests or service-quality claims, contact us at:
- Email: [contact@dottechsolution.com]
- Address: []