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Claims, Returns, and Refund Policy

Effective Date: 02/2022

Purpose: To outline the procedures for handling chargeback claims, returns, and refunds for our services to ensure clarity and fairness.

1. Introduction

At Flutux Studio, we strive to provide high-quality services and ensure customer satisfaction. This policy outlines our approach to handling disputes, chargeback claims, returns, and refunds for the services we offer.

2. Returns and Refunds Policy

 
A. Eligibility for Returns and Refunds
 
Timeframe:
  • Web Development, Mobile App Development, Graphic Designs, Web Designs: Refund requests must be made within 14 days of service delivery.
  • Web Hosting and Domain Reselling: Refund requests must be made within 7 days of purchase for hosting services. Domain purchases are non-refundable.

Condition:

  • Service-Based Projects: Refunds are applicable if the project has not been initiated or significant progress has not been made.
  • Digital Deliverables: For graphic and web design projects, refunds are only available if the initial drafts have not been provided to the client.

Exceptions:

  • Custom web and mobile applications that have entered the development phase are non-refundable.
  • Completed projects or delivered digital assets are non-refundable unless there is a demonstrable fault or defect attributable to our team.
 
B. Process for Returns and Refunds

Initiation:

  • To request a refund, please contact our customer service team at [email protected] with your order details and reason for the refund.
Approval:
  • Our team will review the request and determine eligibility based on the criteria outlined above. If approved, you will receive a confirmation email.

Refund Method:

  • Refunds will be processed to the original payment method within 7-10 business days after approval.

Inspection:

  • For digital services and deliverables, our team will review the work delivered to ensure that the request complies with our policy.

3. Chargeback Claims Policy

 
A. Understanding Chargebacks

Definition: A chargeback is a reversal of a transaction initiated by the customer’s bank or credit card provider.

Impact: Chargebacks can negatively impact our business operations and reputation. We aim to resolve any issues promptly and fairly to avoid chargebacks.

B. Preventing Chargebacks

Communication: We encourage customers to contact our support team at [email protected] before initiating a chargeback. We are committed to resolving any issues amicably.

Documentation: Keep all records of communication, agreements, and deliverables to facilitate dispute resolution.

C. Handling Chargeback Claims

Notification: Upon receiving a chargeback notification from the payment gateway, our team will immediately review the claim.

Review: We will gather all relevant documentation, including service agreements, communication records, and proof of delivery.

Response: Our team will submit a detailed rebuttal to the payment gateway within the required timeframe, including all supporting evidence.

Resolution: The payment gateway and the customer’s bank will review the submitted information and make a final determination on the chargeback claim.

4. Dispute Resolution

Customer Service: For any disputes, please contact our customer service team at [email protected] . We aim to respond to all inquiries within 24-48 hours.

Escalation: If a satisfactory resolution is not reached, disputes can be escalated to our management team. We are committed to working with customers to resolve issues fairly and promptly.

Third-Party Mediation: In unresolved cases, we may engage third-party mediation services to facilitate a fair outcome.

5. Policy Updates

Review: This policy will be reviewed annually to ensure it remains current and effective.

Notification: Customers will be notified of any changes to this policy via our website and email.

6. Contact Information

Customer Support: Email: [email protected]

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