Return Policy
This Return Policy outlines the conditions under which clients may request a refund for services provided by Deliwell through its Software as a Service (SaaS) product. This policy applies to all subscription plans and aims to provide clear guidelines to ensure client satisfaction and transparency.
Eligibility for Refunds
1. Cancellation Within the First 30 Days
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- Clients may request a full refund if they cancel their subscription within the first 30 days of the initial purchase.
2. Service Disruption
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- Refunds may be granted if the SaaS product experiences an unscheduled downtime exceeding 24 hours in a single calendar month, and the disruption significantly impacts the client’s business operations.
3. Failure to Deliver Promised Features
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- If critical features or services outlined in the subscription plan are not delivered as promised, clients may be eligible for a refund.
Refund Request Process
1. Submission of Request
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- Clients must submit a refund request via email to support@deliwell.eu or through the support portal within the applicable time frame.
- The request must include:
- Client’s account information (name, email, and subscription ID)
- Reason for the refund request
- Supporting documentation or evidence, if applicable
2. Review and Approval
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- The refund request will be reviewed by our support team within 5 business days.
- Clients will be notified of the approval or denial of the refund request via email.
3. Issuance of Refund
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- Approved refunds will be processed within 10 business days.
- Refunds will be issued to the original payment method used for the subscription purchase.
Partial Refunds
Partial refunds may be granted on a pro-rata basis for unused portions of the subscription term if the service disruption or failure to deliver promised features occurs after the initial 30-day period.
Non-Refundable Conditions
Refunds will not be granted under the following conditions:
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- Beyond 30 Days for Initial Purchase
- Refund requests made more than 30 days after the initial purchase will not be eligible for a full refund.
- Voluntary Termination
- Clients who choose to terminate their subscription before the end of the term, for reasons other than those covered under this policy, will not be eligible for a refund.
- Violation of Terms of Service
- Refunds will not be granted to clients found in violation of Deliwell’s Terms of Service or Acceptable Use Policy.
- Beyond 30 Days for Initial Purchase
Exceptions and Special Cases
Special cases not covered by this policy may be considered at the discretion of Deliwell. Clients may submit a detailed request for review.
Fees and Payments
The customer can choose a customized plan, implementation and customization services, in in which case the details of the agreements will be presented on the basis of a personalized offer to the customer, negotiated and agreed by both parties through the order document that will part of this contract.
Services are available under subscription plans of various durations. Payments for subscription plans with a duration of less than one an can only be made by credit card. The subscription will automatically renew at the end of each subscription period, unless the customer switches to a free plan or informs Deliwell that they do not wish to renew their subscription.
At the time of automatic renewal, the subscription fee will be charged to the card credit last used by customers. Deliwell offers the option to change the details if the customer wants the payment for the renewal to be made by another credit card.
If the customer does not wish to renew the subscription, they must inform Deliwell with at least seven days before the renewal date. If the customer has not switched to a plan free of charge and did not inform Deliwell of the decision not to renew the subscription, it will assume that you have authorized Deliwell to charge the subscription fee to a credit card last used by the customer.
From time to time, Deliwell may change the price of any service or may charge for the use of services that are currently
available for free. Any rate increase will not apply until the end of the cycle current billing of the customer. The customer will not be charged for the use of any service, unless he has already opted for a paid subscription plan.
In situations where taxes such as VAT, sales tax or similar are charged by Deliwell in accordance with any local, state or foreign laws regarding the customer’s subscription to the services (“Taxes”), Deliwell will also invoice such taxes.
Customer agrees to pay Deliwell such fees in addition to the fees of subscription. Deliwell will provide an invoice in the format required by local, state, provincial or foreign applicable to help the customer benefit from the tax credit for the taxes so paid.
Contact Information
For any questions or concerns regarding this Return Policy, clients can contact our support team at support@deliwell.eu or call +40 754 24 22 22.
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Deliwell SRL
Effective Date: 01.03.2024