At DLMarkcet, we are committed to providing high-quality marketing automation services that meet our customers' expectations. We understand that sometimes services may not align perfectly with your needs. This Refund Policy outlines the circumstances under which we offer refunds for our services.
This policy applies to all services provided by DLMarkcet, including consulting, implementation, subscription-based services, and other related offerings.
1. Satisfaction Guarantee
DLMarkcet offers a satisfaction guarantee on our services. If you're not completely satisfied with the quality of our work or the results of our services, we will work with you to address your concerns and find a suitable resolution.
This guarantee applies to both one-time projects and subscription services.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Service Quality Issues: If our services fall significantly short of the specifications outlined in your contract or Order Form
- Non-Delivery: If we fail to deliver the agreed-upon services within the timeframe specified in your contract
- Technical Issues: If persistent technical issues prevent you from accessing or using our services as intended
- Duplicate Charges: If you have been charged multiple times for the same service
- Trial Period: If you cancel within the specified trial period (where applicable)
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 14 days of the purchase date for one-time services
- 14 days of the start date for subscription services
- 7 days of the delivery date for project-based services
- 48 hours of the charge date for duplicate charges
We strongly recommend that you review deliverables and test services as soon as possible after receipt to ensure timely reporting of any issues.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at support@dlmarkcet.com, by phone at +44 6537 893890, or through the "Contact" section on our website.
- Provide Order Details: Include your order number, service description, purchase date, and the reason for your dissatisfaction.
- Documentation: If applicable, provide evidence of the issue (such as screenshots, error messages, or correspondence).
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Resolution: We will process your refund or offer an appropriate solution within 5-7 business days of receiving your request.
5. Refund Methods and Processing Time
Refunds will be issued using the same payment method used for the original purchase:
- Credit/Debit Card Payments: Refunds typically appear on your statement within 5-10 business days
- Bank Transfers: Refunds may take 7-14 business days to process
- Other Payment Methods: Processing times will vary depending on the payment method
Please note that your financial institution may have different processing times, which could affect when the refund appears in your account.
6. Non-Refundable Items
The following items are generally non-refundable:
- Services that have been fully delivered and accepted by you
- Custom development work that has been completed according to your specifications
- Subscription fees for time periods that have already elapsed
- Setup and integration fees once the work has been completed
- Training sessions that have already been conducted
- Services cancelled after the refund eligibility period
7. Partial Refunds
In some cases, we may issue partial refunds if:
- Only a portion of the services failed to meet expectations
- Some services have already been delivered and utilized
- Significant resources have already been allocated to your project
- A more appropriate service or solution is available at a lower price point
The amount of the partial refund will be determined based on the proportion of services delivered, resources used, and the nature of the issue.
8. Subscription Cancellations
For subscription services:
- You may cancel your subscription at any time by contacting our customer service team
- Cancellations made before the next billing cycle will stop future charges
- No refunds will be issued for the current billing period unless there are exceptional circumstances
- Annual subscriptions paid in advance may be eligible for a pro-rated refund for unused months, less any applicable discounts received for the annual commitment
9. Exceptions and Special Circumstances
We recognize that unique situations may arise. We will consider exceptions to this policy on a case-by-case basis. Factors we consider include:
- Length and history of your customer relationship
- Nature and severity of the issue
- Attempts made to resolve the issue
- Exceptional personal or business circumstances
To request an exception, please contact our customer service team with a detailed explanation of your circumstances.
10. Right to Refuse Refunds
We reserve the right to refuse a refund request if:
- The request is made outside the specified timeframes without reasonable justification
- The services were delivered as specified in the contract or Order Form
- The issue resulted from your failure to follow our instructions or recommendations
- There is evidence of misuse or abuse of our services
- The request appears to be fraudulent or made in bad faith
11. Dispute Resolution
If you are not satisfied with our decision regarding your refund request, you may:
- Request an escalation to a manager for further review
- Seek mediation through an independent third party
- Pursue resolution through your payment provider's dispute resolution process
- Exercise your rights under applicable consumer protection laws
We are committed to resolving disputes fairly and in accordance with applicable laws and regulations.
12. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on our website with the "Last Updated" date revised accordingly.
Your continued use of our services following the posting of changes to this policy will be deemed your acceptance of those changes.
13. Contact Us
If you have any questions about this Refund Policy, please contact us:
