Refund Policy

Effective Date: 20-May-2023
Last Updated: 22-April-2025

SVTech Consulting Services (“SVTech,” “we,” “our,” or “us”) delivers professional consulting and other digital services exclusively through remote channels (video, voice, email, chat, or web-based platforms). Because our services are intangible and time-based, traditional “returns” do not apply. This policy sets out the limited circumstances under which a refund, partial refund, or alternative remedy (credit or re-performance) may be issued, and the steps clients must follow.

1 General Principles

1. Fairness & Transparency – We resolve all refund matters in good faith, consistent with consumer-protection laws and Stripe’s Terms of Service (including the “Refunds & Returns” and “Chargeback” provisions).
2. One Engagement, One Resolution – Each purchase is evaluated individually. Multiple refund requests arising from the same engagement are consolidated into a single case file.
3. Timely Communication – You must notify us within 30 calendar days of the scheduled service date (or the date of the alleged issue, whichever comes first). Late requests are automatically declined.

2 Refund Eligibility

A refund (full or partial) may be granted if one or more of the following apply:

* Final remedy is at SVTech’s discretion after case review.

3 Refund Exclusions

Refunds will not be granted when:

1. Change of Preference – You decide you no longer need or want the service after delivery.
2. Client No-Show / Late Materials – You miss an appointment or fail to provide required inputs (e.g., questionnaires, access credentials) by the agreed deadline.
3. Force Majeure – A delay or inability to perform is caused by events outside our reasonable control (e.g., widespread internet outage, natural disaster).
4. Custom or Long-Form Projects – Engagements involving >4 billable hours of preparatory work are only eligible for pro-rated remedies, not full refunds, once work has started.
5. Requests Submitted >30 Days after the service date.

4 How to Request a Refund

1. Email support@svtechconsultingservices.com with the subject line “Refund Request – [Invoice ID]”.
2. Include:
   • Full legal name and email used to purchase
   • Date and name of service
   • Detailed explanation of the issue
   • Supporting evidence (screenshots, call recordings, emails)
3. We acknowledge receipt within 2 business days and may request clarifying information.
4. You must respond to information requests within 5 business days; otherwise, the case will be closed as “insufficient information.”

5 Evaluation & Decision Timeline

Complex cases may require additional time; we will notify you in writing if we need an extension.

6 Refund Method, Fees & Currency

1. Original Payment Route – Approved refunds are issued only to the original payment method processed by Stripe.
2. Processing Window – Stripe typically credits funds within 5–10 business days; bank posting times vary.
3. Non-Refundable Stripe Fees – Where Stripe’s policy designates merchant fees as non-refundable, we reserve the right to deduct those fees from the refund amount, unless the refund is due to an error on our part (Sections 2.1 or 2.4).
4. Currency – All refunds are issued in USD. If you paid in another currency, exchange-rate differences are outside our control.

7 Partial Refunds & Service Credits

When only a portion of the engagement is affected, we may offer:

• Pro-Rated Refund – Calculated based on the percentage of incomplete or unsatisfactory work.
• Service Credit – Dollar-for-dollar credit valid for 12 months toward any SVTech service. Credits are non-transferable and non-redeemable for cash.

8 Chargebacks & Fraud Prevention

• Contact Us First – Filing a dispute or chargeback before allowing us to resolve the issue may delay your remedy and could result in the permanent suspension of your SVTech account.
• Evidence Submission – We provide Stripe (and your card issuer) with full documentation—including signed agreements, call logs, and email records—if a chargeback occurs.
• Fraudulent Claims – Attempted chargebacks on valid transactions may be pursued to the fullest extent permitted by law.

9 Dispute Escalation

If you disagree with our refund decision:

1. Reply to the decision email within 5 business days with any new evidence.
2. A senior manager will review and issue a final determination within 5 business days.
3. Unresolved disputes may be settled in accordance with the Governing Law & Jurisdiction clause in our Terms of Service.

10 Policy Updates

We reserve the right to modify this Refund Policy at any time to reflect changes in our operations, legal requirements, or Stripe rules. Material changes become effective 14 days after posting. Continued use of our services after that date constitutes acceptance of the revised policy.

11 Contact Information

Questions about this Refund Policy or its application?
Email: support@svtechconsultingservices.com
Phone: [Insert Phone Number]
Mailing Address: SVTech Consulting Services, [Insert Address]

By purchasing or booking any SVTech service, you acknowledge that you have read, understood, and agree to this Refund Policy.