DevLaunch UK

Refund Policy

Last updated: April 15, 2024

Introduction

At DevLaunch UK, we are committed to ensuring your satisfaction with our services. This Refund Policy outlines the conditions under which refunds may be issued for our consulting and implementation services related to program development, English language optimization, and UK market launch strategies.

This policy applies to all services purchased directly from DevLaunch UK. By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Service Packages and Refund Eligibility

DevLaunch UK offers various service packages as described on our Services page. The refund eligibility for each package is as follows:

Entry Package (£1,500)

The Entry Package includes initial assessment services such as UK market assessment, basic British English UI review, essential SEO keyword research, core compliance checklist, and launch readiness evaluation.

  • Refund Eligibility: Eligible for a full refund if requested within 7 days of purchase, provided no work has commenced. If work has begun, a partial refund may be issued, subtracting fees for services already delivered.

Growth Package (£4,500)

The Growth Package includes comprehensive market analysis, complete UI and documentation localization, full SEO strategy implementation, detailed compliance audit and remediation, launch strategy development, 3 months post-launch support, and implementation assistance.

  • Refund Eligibility: Eligible for a full refund if requested within 7 days of purchase, provided no work has commenced. After work has begun, refunds are calculated based on the percentage of completed work, with an administrative fee of 10% of the total package price.

Enterprise Package (Custom Pricing)

The Enterprise Package includes all Growth Package features plus a dedicated account manager, ongoing regulatory monitoring, custom feature development, 12 months strategic support, quarterly strategy reviews, and priority support channel.

  • Refund Eligibility: Refund terms for Enterprise Packages are specified in the custom service agreement signed by both parties. Generally, these agreements include milestone-based payments and deliverables, with specific cancellation and refund provisions for each milestone.

Hourly Consulting Services

For services billed on an hourly basis:

  • Refund Eligibility: No refunds are provided for consulting hours already delivered. Unused prepaid hours may be refunded upon request, subject to an administrative fee of 5% of the unused amount.

Conditions for Refund

Refunds may be issued under the following conditions:

  1. Service Not Initiated: If you request a refund before we have begun work on your project, you may be eligible for a full refund, subject to the timeframes specified above.
  2. Unsatisfactory Service: If you believe our services did not meet the agreed-upon specifications or quality standards, you may request a refund. Such requests will be evaluated on a case-by-case basis and must include detailed information about the deficiencies in our service delivery.
  3. Service Unavailability: If DevLaunch UK is unable to deliver the purchased services within the agreed timeframe due to our own limitations or circumstances (not caused by client delays or third-party issues), you may be eligible for a full or partial refund.
  4. Duplicate Payment: If you have accidentally made a duplicate payment for the same service, the duplicate amount will be refunded in full.

Non-Refundable Items

The following are generally not eligible for refunds:

  • Services that have been fully delivered according to the agreed specifications.
  • Custom research or analysis that has been conducted and delivered.
  • Services where the deliverables have been accepted by the client in writing.
  • Administrative fees associated with processing refunds.
  • Services cancelled after the refund eligibility period has expired.
  • Charges for additional revisions or changes requested beyond the scope of the original agreement.

Refund Process and Timeframes

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team at refunds@devlaunchuk.com or call +44 619 847 7431.
  2. Provide your name, contact information, order reference number, and the date of purchase.
  3. Clearly state the reason for your refund request and include any relevant documentation or evidence to support your claim.
  4. Specify your preferred refund method (original payment method, bank transfer, or account credit).

Refund Review Process

Upon receiving your refund request, we will:

  1. Acknowledge receipt of your request within 2 business days.
  2. Review your request and the status of service delivery within 5 business days.
  3. Notify you of our decision regarding your refund request, including the refund amount (if applicable) and estimated processing time.
  4. If additional information is required, we will contact you to request it.

Refund Processing Timeframes

If your refund request is approved:

  • Credit/Debit Card Payments: Refunds to your original payment method typically process within 5-10 business days, though it may take your financial institution additional time to reflect the credit in your account.
  • Bank Transfers: Refunds via bank transfer typically process within 7-14 business days.
  • Account Credit: If you opt for store credit, it will be applied to your account within 2 business days of approval.

Special Circumstances

Project Cancellation

If you cancel a project after work has begun but before completion:

  • You will be charged for all work completed up to the cancellation date.
  • Any prepaid amount exceeding the value of work completed will be refunded, less applicable administrative fees.
  • Cancellation fees may apply as specified in your service agreement.

Force Majeure

In case of events beyond our reasonable control (including but not limited to natural disasters, pandemic restrictions, or significant changes in laws or regulations) that affect our ability to deliver services:

  • We will work with you to reschedule or modify the service delivery approach.
  • If service delivery becomes impossible or you choose not to proceed with the modified approach, a pro-rated refund may be issued for services not yet delivered.

Project Delays

If project timelines extend beyond the originally agreed schedule:

  • Delays caused by DevLaunch UK may entitle you to a partial refund or service credit, as determined on a case-by-case basis.
  • Delays caused by the client (such as failure to provide required information or approvals) do not qualify for refunds and may result in additional charges if they significantly impact project resources.

Dispute Resolution

If you disagree with our decision regarding your refund request:

  1. Contact our Customer Resolution Team at resolution@devlaunchuk.com with details of your concern.
  2. We will escalate your case for review by a senior manager within 5 business days.
  3. A final decision will be communicated to you within 10 business days of escalation.

If the dispute cannot be resolved through our internal process, you may seek resolution through:

  • The UK Alternative Dispute Resolution (ADR) provider with which we are registered.
  • Your credit card company (for credit card purchases).
  • Appropriate legal channels in accordance with our Terms and Conditions.

Exceptions to the Standard Policy

DevLaunch UK may, at its sole discretion, make exceptions to this refund policy in the following situations:

  • Exceptional circumstances not covered by this policy that significantly impact service delivery or client satisfaction.
  • Technical issues on our part that prevent proper service delivery.
  • Verified instances of miscommunication regarding service specifications that materially affect the value of the services to the client.

Any exceptions will be evaluated on a case-by-case basis and do not constitute a waiver of this policy for future transactions.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. We will post the updated Refund Policy on this page with a new "Last updated" date. Any changes to this policy will apply only to purchases made after the revised policy is posted.

We encourage you to review this Refund Policy periodically to stay informed about our refund terms.

Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us at:

DevLaunch UK - Refunds Department

Studio 11, Benjamin Forest

Youngmouth WA5 1QF

United Kingdom

Email: refunds@devlaunchuk.com

Phone: +44 619 847 7431

Our customer service team is available Monday through Friday, 9:00 AM to 5:30 PM GMT, excluding UK public holidays.