At ruemansour, we value transparency and customer satisfaction. This policy outlines the conditions under which refunds are provided for our independent email support services.
1. Conditions for Refund
We evaluate refund requests on a case-by-case basis. To be eligible for a refund, you must meet the following conditions:
- The request must be made within 7 days of the service completion date.
- You must demonstrate that the service provided did not align with the agreed-upon scope of work.
- You must have allowed our technicians a reasonable opportunity to rectify the issue before requesting a refund.
2. When Refund is Applicable
A full or partial refund may be applicable under the following circumstances:
- Non-Delivery of Service: If we are completely unable to deliver the agreed service due to technical limitations on our end.
- Cancellation Before Commencement: If you cancel your request before our technicians have begun any work or analysis on your systems.
- Major Deficiencies: If the delivered setup or migration contains critical flaws caused directly by our intervention that we are unable to resolve.
Refunds are not applicable if the issue stems from third-party server outages, incorrect credentials provided by the user, or changes made by the user after our successful configuration.
3. Processing Time
If your refund request is approved, we will initiate the refund to your original method of payment. Please note:
- Refund processing typically takes 5 to 10 business days, depending on your bank or credit card issuer.
- You will receive an email confirmation once the refund has been processed on our end.
4. How to Request a Refund
To request a refund, please contact our billing department at info@ruemansour.com with your service details and the reason for the request.