1. Introduction
At Monad Connect, we strive to ensure complete satisfaction with our services. This Refund Policy outlines the terms and conditions for refunds and cancellations of our services. We encourage you to read this policy carefully before purchasing any of our services.
By using our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
2. Service Categories and Refund Eligibility
The refund eligibility varies depending on the type of service purchased:
2.1. Web Development Services
Our web development services typically involve a multi-phase project approach, with payments made at specific milestones:
- Initial Deposit/Consultation Fee: Non-refundable once the initial consultation has been conducted or project planning has begun.
- Development Phase Payments: Partially refundable based on the percentage of work completed at the time of cancellation.
- Final Payment: Non-refundable after the final deliverables have been approved and provided.
2.2. Custom Technology Solutions
For custom software development and technology implementation services:
- Requirements Analysis Fee: Non-refundable once the requirements analysis has been completed.
- Development Milestone Payments: Partially refundable based on the percentage of work completed at the time of cancellation.
- Implementation and Deployment Fees: Non-refundable after implementation or deployment has begun.
2.3. Technical Optimization Services
For performance enhancement and system refinement services:
- Audit and Analysis Fees: Non-refundable once the audit or analysis has been completed.
- Implementation Fees: Partially refundable based on the percentage of optimizations implemented at the time of cancellation.
2.4. Subscription-Based Services
For recurring subscription services such as maintenance plans, hosting, or support packages:
- Monthly Subscriptions: No prorated refunds for partial months. Cancellations will be effective from the end of the current billing period.
- Annual Subscriptions: May be eligible for a prorated refund for the unused portion of the subscription, less a cancellation fee of 10% of the remaining value.
3. Conditions for Refund Eligibility
To be eligible for a refund, the following conditions must be met:
- The refund request must be submitted within the applicable timeframe as specified in this policy.
- The request must include a valid reason for seeking a refund.
- You must provide all necessary information required to process the refund, including proof of purchase.
- The service must not have been used in a manner that violates our Terms and Conditions.
- Any deliverables, materials, or access provided as part of the service must be returned or discontinued as applicable.
4. Refund Request Procedure
To request a refund, please follow these steps:
- Contact our customer support team by email at info@monadconnect.com or by phone at +6787170584.
- Provide your order number, the date of purchase, and the service for which you are requesting a refund.
- Clearly state the reason for your refund request.
- Include any relevant documentation or evidence that supports your refund request.
- Our team will review your request and respond within 5 business days with a decision or request for additional information.
For subscription-based services, cancellation requests should be submitted at least 5 business days before the next billing cycle to avoid being charged for the upcoming period.
5. Refund Processing Timeframes
If your refund request is approved, the processing time will depend on the payment method used for the original purchase:
- Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days, though this may vary depending on your card issuer.
- Bank Transfers: Refunds are typically processed within 10-15 business days.
- Other Payment Methods: Processing times may vary. Our team will provide specific information regarding your refund timeline.
Please note that while we process refunds promptly, we have no control over how long it takes for your bank or payment provider to credit the refunded amount to your account.
6. Calculation of Refund Amounts
For services that are partially refundable, the refund amount will be calculated as follows:
- Project-Based Services: The refund will be calculated based on the percentage of work completed at the time of cancellation, minus any applicable cancellation fees.
- Annual Subscriptions: The refund will be calculated on a prorated basis for the unused portion of the subscription period, minus any applicable cancellation fees.
- Milestone-Based Payments: Refunds will be processed only for milestones that have been paid for but not yet begun.
All refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed upon.
7. Non-Refundable Items and Services
The following items and services are non-refundable under any circumstances:
- Services that have been fully delivered and approved by the client.
- Custom development work that has been completed according to agreed-upon specifications.
- Domain registration fees and SSL certificate purchases.
- Third-party services or licenses purchased on your behalf.
- Rush fees or expedited service charges.
- Services canceled after the refund eligibility period has expired.
- Services where you have violated the Terms and Conditions or other applicable agreements.
8. Special Circumstances
8.1. Service Quality Issues
If you experience significant issues with the quality of our services that do not align with the agreed-upon specifications or industry standards, you may be eligible for a full or partial refund, subject to verification by our technical team. Such issues must be reported within 14 days of service delivery or discovery of the issue.
8.2. Technical Failures
In the event of technical failures or service outages that are solely our responsibility and that significantly impact your ability to use our services, you may be eligible for a prorated refund for the affected period. This does not apply to scheduled maintenance, force majeure events, or issues caused by third-party services.
8.3. Fraud or Unauthorized Purchases
If you believe that a purchase was made fraudulently or without your authorization, please contact us immediately. Such cases will be handled on an individual basis and may require additional verification and potentially involve law enforcement agencies.
9. Cancellation Policy
Cancellation of services is subject to the following terms:
9.1. Project-Based Services
Cancellation of project-based services must be submitted in writing. The following cancellation fees may apply:
- Cancellation before project commencement: 10% of the total project fee.
- Cancellation during the planning or design phase: 25% of the total project fee.
- Cancellation during the development phase: 50% of the total project fee plus payment for all completed work.
- Cancellation during the testing or implementation phase: 75% of the total project fee plus payment for all completed work.
9.2. Subscription Services
For subscription-based services:
- Monthly subscriptions can be canceled at any time, but no refunds will be issued for the current billing period.
- Annual subscriptions canceled within the first 30 days may be eligible for a full refund, minus a 10% administrative fee.
- Annual subscriptions canceled after 30 days may be eligible for a prorated refund for the unused portion, minus a 10% cancellation fee.
10. Dispute Resolution
If you disagree with the decision regarding your refund request, you may appeal the decision by submitting a detailed explanation of your concerns within 14 days of receiving our decision.
Appeals should be sent to management@monadconnect.com and will be reviewed by our management team. A final decision will be communicated within 10 business days.
If a mutual resolution cannot be reached, the dispute may be referred to an appropriate regulatory authority or resolved through arbitration as specified in our Terms and Conditions.
11. Changes to this Policy
We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.
It is your responsibility to review this Refund Policy periodically for changes. The date of the last update will be stated at the top of this page.
12. Contact Information
If you have any questions or concerns about this Refund Policy, please contact us at:
Monad Connect
Laisvės prospektas 99, Panevėžys, Lithuania
Email: info@monadconnect.com
Phone: +6787170584