Company Name: INNOVATEQ LIMITED
Website: https://innovateq.co.uk
Email: info@innovateq.co.uk
Address: 71-75 Shelton Street, London, England, WC2H 9JQ

1. Introduction

At INNOVATEQ LIMITED, we are committed to delivering high-quality mobile app development services, including App Maintenance and Support, UI/UX Design, Cross-Platform Development, and Custom App Solutions. We take pride in ensuring customer satisfaction. However, due to the nature of our digital services, we have a specific Refund and Return Policy in place to ensure transparency, fairness, and mutual respect.

2. General Policy Overview

• All services are non-tangible digital products, thus not subject to traditional returns.

• Refunds are not guaranteed and are evaluated on a case-by-case basis.

• We provide clear scope, timelines, and deliverables in every project to align expectations.

• Refunds will only be considered when valid and reasonable grounds are presented in line with this policy.

3. Refund Eligibility Criteria

We may consider issuing a refund under the following conditions:

a. Service Not Delivered

• If the service has not been delivered within the mutually agreed-upon time frame.

• Client must notify us within 10 business days of the expected delivery date.

b. Incomplete or Defective Deliverables

• If the deliverable does not meet the agreed scope of work or contains critical errors that are not fixed after multiple revision attempts.

• Client must report the issue within 7 days of final delivery.

c. Duplicate Payment

• In cases where a customer is charged more than once for the same service due to system or payment gateway error.

d. Service Cancellation Before Work Starts

• Full refunds will be granted if the client cancels the project before any work begins, provided the cancellation is confirmed in writing.

4. Non-Refundable Circumstances

Refunds will not be issued under the following conditions:

• Change of mind after the service has begun or been delivered.

• Dissatisfaction due to personal preferences not clearly specified in the brief.

• Delays caused by client-side communication gaps, missing information, or approvals.

• Services purchased at discounted rates or under special promotions.

• If the project scope has been changed mid-development and the new expectations were not previously agreed upon in writing.

• If third-party tools, APIs, or platforms used in the app development cease to function or change their terms.

5. Partial Refunds

In rare and justified cases, partial refunds may be granted based on the proportion of work completed and deliverables already provided. Any refund amount will be determined at our sole discretion after project assessment.

6. Refund Process

If you are eligible for a refund, follow this process:

1. Submit a refund request to info@innovateq.co.uk within the timeframe specified above.

2. Include the following in your request:

   • Project ID or Invoice Number

   • Full name and contact information

   • Reason for requesting a refund

   • Any supporting evidence or documentation

3. We will acknowledge your request within 3 business days.

4. A thorough internal review will be conducted (may take up to 10 business days).

5. Once approved, the refund will be processed to the original payment method within 5–7 business days.

7. Chargebacks

Initiating a chargeback without contacting us to resolve the issue is considered a breach of this policy. We reserve the right to:

• Challenge the chargeback with documentation

• Suspend or terminate services

• Take legal action for lost revenue or damage

8. Project Cancellation Policy

If a project is cancelled:

• Before development begins: Full refund minus any transaction fees.

• After partial completion: Refund based on unbilled hours or undelivered work.

• After completion: No refund will be granted unless deliverables were defective and covered under the eligible refund reasons.

9. Revision and Fix Policy

We offer 2-3 free revisions depending on the service package. We strongly encourage clients to:

• Provide clear feedback during the revision stage

• Specify changes in detail to avoid miscommunication

• Use all revisions within 30 days from the first delivery

Revisions do not qualify for refunds unless the project remains incomplete or grossly off-spec.

10. Policy Changes

We reserve the right to amend this Refund and Return Policy at any time. Any updates will be posted on our website with the revised date. Clients are encouraged to review this policy periodically.

11. Contact Us

If you have any questions regarding this policy or need help with a refund request, contact us at:

INNOVATEQ LIMITED
📧 Email: info@innovateq.co.uk
🌐 Website: https://innovateq.co.uk
📍 Address: 71-75 Shelton Street, London, England, WC2H 9JQ