Refund Policy

1. Refund Policy for E-commerce Development Services

1.1 Initial Deposits and Milestone Payments

Our e-commerce development projects typically require an initial deposit and milestone payments as outlined in the project contract or statement of work. The following refund policies apply to these payments:

Initial Deposits:

• Cancellation before work begins: If you cancel the project before we have begun any work, we will refund 75% of your initial deposit. The remaining 25% covers administrative costs associated with project setup.
• Cancellation after work begins: Once we have begun work on your project, initial deposits are non-refundable as they secure our resources and compensate for preliminary work performed.

Milestone Payments:

• Completed milestones: Payments for completed and approved milestones are non-refundable.
• In-progress milestones: If you cancel the project during an in-progress milestone, we will assess the work completed and may provide a partial refund for the incomplete portion at our discretion.

1.2 Project Termination by Dimarkete

If Dimarkete terminates a project due to circumstances beyond our control or due to client non-compliance with the Terms & Conditions:

• We will provide deliverables for all completed and paid milestones.
• No refunds will be issued for completed work or milestones.
• Payments for incomplete milestones will be assessed based on the percentage of work completed, with any remaining balance refunded.

2. Refund Conditions and Eligibility

2.1 Quality Guarantee

We stand behind the quality of our work. If our deliverables do not meet the specifications outlined in the project agreement, we will:

1. Work with you to identify the specific issues.
2. Make necessary revisions or corrections at no additional cost.
3. Only consider refunds if we are unable to resolve the issues after reasonable attempts.

2.2 Eligible Circumstances for Refunds

Refunds may be considered in the following circumstances:

• Significant delays: If we experience substantial delays beyond the agreed-upon timeline (exceeding 30 days) that are solely our responsibility.
• Inability to deliver: If we are unable to deliver the agreed-upon services or deliverables as specified in the contract.
• Material breach: If we materially breach the terms of our agreement and fail to remedy the breach within a reasonable timeframe after notification.

2.3 Ineligible Circumstances for Refunds

Refunds will not be provided in the following circumstances:

• Change of mind: If you simply change your mind about the project after work has begun.
• Change of business direction: If your business priorities or strategy changes after the project has started.
• Unreasonable expectations: If you had expectations not explicitly stated in the project agreement.
• Client delays: If project delays are caused by your failure to provide necessary information, feedback, or approvals in a timely manner.
• Third-party issues: Problems caused by third-party services or software that are beyond our control.

3. Maintenance and Support Services

3.1 Monthly Maintenance Plans

For ongoing maintenance and support services provided on a subscription basis:

• Monthly subscriptions are billed in advance and can be canceled at any time.
• No refunds are provided for the current billing period if you cancel mid-month.
• Service will continue until the end of the paid period.

3.2 Annual Maintenance Plans

For maintenance services paid annually:

• If you cancel within the first 30 days, we will refund 70% of the annual fee.
• If you cancel after 30 days but before 6 months, we will refund 40% of the annual fee.
• No refunds will be issued for cancellations after 6 months of service.

3.3 Service Level Agreement

If our services fail to meet the guaranteed response or resolution times specified in our Service Level Agreement (SLA):

• You may be eligible for service credits as outlined in the SLA.
• Persistent failures to meet SLA commitments may entitle you to terminate the service and receive a pro-rated refund for unused service periods.

4. Refund Process and Timeframes

4.1 Requesting a Refund

To request a refund, please follow these steps:

1. Submit your refund request in writing to finance@dimarkete.com.
2. Include your full name, company name, project reference number, and payment details.
3. Clearly explain the reason for the refund request and provide any relevant supporting documentation.
4. Specify the amount you are requesting to be refunded.

4.2 Review Process

Upon receiving your refund request:

1. We will acknowledge receipt of your request within 2 business days.
2. Our team will review your request and the project history.
3. We may contact you for additional information or clarification if needed.
4. We will provide a decision regarding your refund request within 10 business days.

4.3 Refund Processing

If your refund request is approved:

• Refunds will be processed using the same payment method you used for the original transaction, unless explicitly agreed otherwise.
• Refunds typically take 5-10 business days to process, depending on your payment provider.
• You will receive an email confirmation when the refund has been processed.

4.4 Dispute Resolution

If you disagree with our decision regarding your refund request:

1. You may submit a written appeal to management@dimarkete.com within 5 business days of receiving our decision.
2. Your appeal will be reviewed by a senior manager not previously involved in your case.
3. We will provide a final decision within 10 business days of receiving your appeal.

If we are unable to resolve the dispute through our internal processes, the dispute resolution procedures outlined in our Terms & Conditions will apply.

5. Special Circumstances

5.1 Force Majeure

In the event of circumstances beyond our reasonable control (including but not limited to acts of nature, government actions, war, civil unrest, or significant technological failures):

• We will make reasonable efforts to complete your project or provide services as agreed.
• If the force majeure event prevents us from delivering services for more than 60 days, either party may terminate the agreement.
• In case of termination due to force majeure, we will provide a pro-rated refund for services not delivered.

5.2 Promotional Discounts and Special Offers

For services purchased using promotional discounts or special offers:

• Refunds will be calculated based on the actual amount paid, not the regular price.
• Some promotional offers may have specific non-refundable terms as disclosed at the time of purchase.

5.3 Chargebacks

Before initiating a chargeback with your payment provider:

• We strongly encourage you to contact us directly to resolve any issues or concerns.
• Unauthorized chargebacks may result in additional fees and the termination of services.
• If a chargeback is initiated, we reserve the right to contest it and provide evidence of services rendered.

6. Client Responsibilities

6.1 Project Requirements and Feedback

To ensure project success and minimize the need for refunds, clients are responsible for:

• Providing clear, detailed project requirements at the outset.
• Responding to questions and providing feedback in a timely manner.
• Reviewing deliverables promptly and providing specific feedback on any issues.
• Notifying us immediately of any concerns rather than waiting until the end of the project.

6.2 Communication

Maintaining open and clear communication is essential. Clients should:

• Respond to communications within agreed-upon timeframes.
• Inform us promptly of any changes in project requirements or business needs.
• Provide contact information for key decision-makers involved in the project.

7. Changes to This Refund 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 clients with active projects of any material changes to this policy.

The Refund Policy in effect at the time of your purchase will apply to that purchase. For ongoing services, the current Refund Policy will apply.

8. Contact Information

If you have any questions about our Refund Policy, please contact us at:

Dimarkete Ltd.
8 Graham Trafficway
Lake Mohammed, NP16 6QT
United Kingdom

Email: finance@dimarkete.com
Phone: +44 305 486 3651