We realize that exceptional circumstances can take place with regard to the character of the services we provide and do accept refunds in case of issues mentioned below:
If Apstia fails to meet the Service Level Agreement, which varies from client to client, the client in question may request a credit up to ten percent (10%) of the monthly Support Fee on third occurrence onwards, but in no event shall this credit exceed 100% of the monthly billing of Apstia. The client must request a credit within thirty (30) days of the incident via support services request. Credit is forfeited if the Service is terminated for any reason. Credit has no cash value and cannot be transferred or converted to refunds. The following are the possible circumstances for which a customer may be eligible for a refund:
1. Service not rendered
Service is canceled due to a buyer’s request prior to the actual service start. These requests shall be eligible for a full credit/cash refund.
2. Delayed service delivery
Service can not be delivered within a specified timeframe, due to some issues on Apstia’s end. Note, the service is considered to be started after the buyer submits all the information required for the service delivery, like access, project specifications, etc. Failure to provide such information in a timely manner may result in declining a refund request. These incidents are eligible for a partial refund of up to 10% per occurrence from the third occurrence onwards as described in the Service Level Agreement.
3. Service not-as-described
Such requests must be submitted within 30 days from the date of occurrence of such an incident. Clear evidence and detailed information must be provided proving that the delivered service does not match its description. These incidents are eligible for a partial refund of up to 10% per occurrence from the third occurrence onwards.
Requests for a refund are to be made by either raising a ticket with us or via e-mail to firstname.lastname@example.org and shall be accepted or rejected within a period of 2 weeks after the ticket is raised. You should accompany this request with detailed and grounded reasons why you’ve applied for a refund. Please make sure your request does not contradict our Terms and Conditions.
If you have any further questions or concerns related to our refund policy please feel free to contact our support department for more information.