1. Overview
At Matrix Promo Discounts LLC, we strive to provide exceptional digital services that meet and exceed our clients' expectations. This Refund Policy outlines the terms and conditions for refunds and cancellations of our digital marketing, website development, and mobile app development services.
Due to the nature of digital services and the time, effort, and resources invested in each project, refunds are subject to the specific terms outlined below.
2. Digital Marketing Services
2.1 Monthly Subscription Services
Refund Eligibility:
- First 7 Days: Full refund available if no work has commenced
- After 7 Days: Pro-rated refund for unused services, minus setup fees
- After 30 Days: No refunds, but cancellation allowed for future billing cycles
Cancellation Terms:
- 30-day written notice required for cancellation
- Services continue until the end of the current billing cycle
- All ongoing campaigns will be paused or transferred upon cancellation
- Client retains access to all reports and data generated during service period
Non-Refundable Items:
- Setup and onboarding fees
- Third-party advertising spend (Google Ads, Facebook Ads, etc.)
- Premium tools and software subscriptions purchased on behalf of client
- Content creation and graphic design work already completed
3. Website Development Services
3.1 Custom Website Projects
Refund Schedule:
- Before Project Commencement: Full refund minus 10% processing fee
- During Discovery/Planning Phase (0-25% complete): 75% refund
- During Design Phase (26-50% complete): 50% refund
- During Development Phase (51-75% complete): 25% refund
- During Testing/Launch Phase (76-100% complete): No refund
Refund Conditions:
- Client must provide written notice of cancellation
- All work completed up to cancellation point becomes property of client
- Source code and design files provided for work already paid for
- Domain and hosting transfers handled at client's expense
Quality Guarantee:
- 30-day guarantee for bug fixes and functionality issues
- Free revisions included as specified in project agreement
- Refund considered if website fails to meet agreed specifications
4. Mobile App Development Services
4.1 Custom Mobile Applications
Milestone-Based Refunds:
- Planning & Wireframing (0-20% complete): 80% refund
- UI/UX Design (21-40% complete): 60% refund
- Development Phase 1 (41-60% complete): 40% refund
- Development Phase 2 (61-80% complete): 20% refund
- Testing & Deployment (81-100% complete): No refund
App Store Considerations:
- App store rejection does not qualify for refund if rejection is due to client content or policy violations
- We guarantee resubmission for technical rejections at no additional cost
- App store fees are non-refundable
Post-Launch Support:
- 90-day warranty for critical bugs and functionality issues
- Support period begins after successful app store approval
- Feature requests outside original scope incur additional charges
5. Consultation and Strategy Services
5.1 One-Time Consultations
- Before Session: Full refund with 24-hour notice
- Day of Session: 50% refund if cancelled before session start
- After Session Commencement: No refund
5.2 Strategy Development
- Refunds prorated based on deliverables completed
- Client retains rights to all strategy documents created
- Minimum 48-hour notice required for cancellation
6. Refund Process
6.1 How to Request a Refund
- Submit written refund request via email to matrixpromodiscounts@gmail.com
- Include your project details, reason for refund, and cancellation date
- Provide original payment information for refund processing
- Allow 5-10 business days for refund request review
6.2 Refund Timeline
- Review Period: 5-10 business days to evaluate request
- Approval Notification: Written confirmation of approved refunds
- Processing Time: 7-14 business days for refund to appear
- Method: Refunds processed to original payment method
6.3 Required Information
- Full name and contact information
- Project or service agreement number
- Original payment date and amount
- Detailed reason for refund request
- Supporting documentation if applicable
7. Non-Refundable Items
The following items are non-refundable under all circumstances:
- Third-Party Costs: Domain registrations, hosting fees, advertising spend, premium plugins/themes
- Completed Work: Finished deliverables that meet agreed specifications
- Setup Fees: Initial onboarding and account setup charges
- External Services: Costs for services provided by our partners or subcontractors
- Rush Orders: Expedited delivery fees and overtime charges
- Travel Expenses: Any travel-related costs incurred for client meetings
8. Dispute Resolution
8.1 Internal Resolution
We encourage clients to contact us directly to resolve any concerns before pursuing formal dispute resolution. Our team is committed to finding mutually beneficial solutions.
8.2 Mediation
If internal resolution is unsuccessful, both parties agree to attempt mediation through a neutral third party before pursuing legal action.
8.3 Chargeback Policy
Clients who initiate chargebacks without first attempting to resolve disputes through our refund process may be subject to:
- Immediate suspension of all services
- Collection of chargeback fees and administrative costs
- Prohibition from future services
9. Special Circumstances
9.1 Force Majeure
In cases of force majeure events (natural disasters, government restrictions, pandemics), refund terms may be modified on a case-by-case basis.
9.2 Service Interruptions
Temporary service interruptions due to technical issues may result in service credits rather than refunds.
9.3 Client Breach
No refunds will be provided if service termination results from client breach of contract or violation of our terms of service.
10. Satisfaction Guarantee
While refunds are limited by the terms above, we stand behind the quality of our work:
- We guarantee all work meets industry standards and agreed specifications
- Free revisions included within scope of original agreement
- Post-launch support provided as specified in service agreements
- Commitment to client satisfaction and long-term relationships
11. Policy Updates
This Refund Policy may be updated periodically to reflect changes in our services or business practices. Updates will be posted on our website, and clients will be notified of material changes. Continued use of our services after policy updates constitutes acceptance of the revised terms.
12. Contact Information
For refund requests or questions about this policy, please contact us:
Important: This refund policy applies to all services provided by Matrix Promo Discounts LLC. By engaging our services, you acknowledge that you have read and understood these terms. For specific project refund terms, please refer to your individual service agreement.