At UDIGN LIMITED (“we,” “our,” or “us”), customer satisfaction is our priority. We are committed to providing high-quality services. However, we understand that sometimes circumstances may arise where refunds or cancellations are necessary. This Refund Policy outlines our approach to refunds and cancellations to ensure transparency and fairness. By using our services, you agree to the terms and conditions set forth in this Refund Policy.

1. General Refund Policy

Our refund policy is applicable to all services provided by UDIGN LIMITED. Refunds are considered on a case-by-case basis and are subject to specific terms depending on the nature of the service and the circumstances of the request.

• Service-Specific Terms: Some services may have different refund policies. These will be clearly stated within service-specific agreements or terms provided at the time of purchase.
• Non-Refundable Services: Certain services, such as ongoing consultation services, custom work, or services that involve significant time and resources, may not be eligible for a refund. This will be specified at the time of purchase.

2. Eligibility for Refunds

To qualify for a refund, the following general conditions must be met:

• You must request the refund within the timeframes specified for the respective service.
• The reason for the refund must comply with one or more of the refund categories listed in this policy.
• You must provide all necessary documentation or evidence to support your refund request.

3. Timeframe for Refund Requests

The timeframe to request a refund varies depending on the type of service purchased. Here are the general guidelines:

• Standard Services: Refund requests must be made within 7 days of purchase for services that have not yet been initiated.
• Custom Services: Refund requests must be made within 14 days of purchase for custom design or development services that have not yet commenced. Once the project has started, refunds may be subject to deductions based on the amount of work already completed.
• Subscriptions or Ongoing Services: For subscription-based services or monthly retainer agreements, refund requests must be submitted within the first 3 days of a new billing cycle. No refunds will be provided after services have been rendered for the billing period.
• Completed Projects: Refunds are not available for completed projects where the client has approved the final deliverables.

4. Refund Categories

We offer refunds under specific circumstances, which are categorized below:

4.1 Service Not Delivered

If we fail to deliver a service as per the agreed terms or if the service was not initiated within the expected timeline, you are entitled to a full refund. This category applies to:

• Delayed project start beyond the agreed timeframe without communication.
• Services that were promised but not delivered.

4.2 Incomplete Service Delivery

If a service has been partially completed, you may request a partial refund. The refund amount will be calculated based on the work that has been completed and delivered up to the point of the refund request. For example:

• If 50% of a design project has been completed, you may be eligible for a 50% refund on the remaining balance.

4.3 Quality Issues

If the service provided does not meet the quality standards promised or agreed upon, and the issue cannot be resolved through revisions or further work, you may be entitled to a full or partial refund. Quality-related refund requests are subject to:

• Proof of the deficiency in the work provided.
• Attempts to rectify the situation through revisions or adjustments.
• Final review by our quality assurance team.

4.4 Cancellations by the Client

If you decide to cancel a service before it has commenced, you are eligible for a full refund, provided that:

• The service has not been started or significant resources have not been allocated.
• The cancellation request is made within the applicable timeframe (see Section 3).

For cancellations made after work has begun, a partial refund may be issued, depending on the percentage of work already completed. The refund will be calculated accordingly.

4.5 Duplicate Payments

If a duplicate payment is made by mistake, you are eligible for a full refund of the additional charge. Please notify us immediately of any duplicate payments, and we will process the refund promptly.

4.6 Subscription Cancellations

For ongoing or subscription-based services:

• Cancellations made before the start of the new billing cycle are eligible for a full refund for that cycle.
• Cancellations made after the start of a billing cycle will not be refunded for the current month but will prevent future charges.

5. Non-Refundable Services

Certain services are non-refundable. These include, but are not limited to:

• Custom services that have been fully completed and approved by the client.
• One-time consulting sessions or workshops that have already been conducted.
• Services where significant intellectual property or digital assets have already been delivered.

6. Refund Process

6.1 Submitting a Refund Request

To request a refund, please contact our support team at info@udign.co.uk with the following details:

• Your name and contact information.
• Service details (name, purchase date, and description of the service).
• A detailed reason for the refund request.
• Any supporting documentation or evidence (e.g., proof of payment, screenshots, correspondence).

6.2 Review and Decision

Upon receiving your refund request, we will:

• Acknowledge receipt of your request within 2 business days.
• Conduct a thorough review of your claim and the associated work delivered.
• Provide a decision regarding your refund request within 7 business days after the claim is submitted.

6.3 Refund Approval and Payment

If your refund request is approved:

• Refunds will be issued through the original payment method used at the time of purchase.
• Refunds may take 5–10 business days to appear in your account, depending on your payment provider.

If the refund is denied, we will provide a clear explanation of the reasons for denial.

7. Amendments to the Refund Policy

We reserve the right to modify or amend this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

8. Contact Information

If you have any questions or concerns about our Refund Policy or wish to request a refund, please contact us at:

UDIGN LIMITED
27 Old Gloucester Street,
London, England, WC1N 3AX
Email: info@udign.co.uk
Website: http://udign.co.uk/