Refund Policy

1. Satisfaction Guarantee on Single Tickets. If we are unable to resolve your specific support ticket to your satisfaction, you may request a full refund within 14 days of ticket closure. This guarantee applies only to per‑ticket services and not to subscription plans.
2. Prepaid Blocks of Hours. Customers who purchase prepaid blocks of support hours may request a refund for any unused hours within 3 months of purchase. Refunds are processed to the original payment method within 5 business days.
3. Monthly Subscriptions. Monthly subscription fees are non‑refundable, but you may cancel at any time. If you cancel before the 15th of the month, you will receive a prorated refund for the remaining days of that month. Cancellations after the 15th will not receive a refund for the current month.
4. Annual Subscriptions. Annual subscription fees are eligible for a prorated refund for the unused full months remaining in the term. A 10% administrative fee will be deducted from the refund amount. Refund requests must be submitted via email to support@assistlyx.com.
5. Chargebacks Caused by Our Error. If a customer initiates a chargeback with their bank due to an error clearly caused by Assistlyx (e.g., we charged the wrong amount or processed a duplicate payment), we will refund the full disputed amount plus any associated bank fees.
6. Completed Work. No refunds are provided for successfully completed and approved support tickets. If you approve the resolution and later change your mind, a refund will not be issued.
7. Duplicate Payments. If you are accidentally charged twice for the same service, the duplicate payment will be refunded immediately upon verification. Please contact support@assistlyx.com with the invoice details.
8. Promotional Discounts. When a refund is issued, only the net amount actually paid (after discounts) is refundable. Promotional credits are not redeemable for cash.
9. Custom Projects. For custom development or consultation projects quoted separately, a 50% refund is available if the project is canceled before work begins. Once work has commenced and delivered, no refund is available.
10. Marketplace Account Suspension Analysis. The fee for a one‑time suspension analysis report is non‑refundable, as it involves substantial diagnostic work regardless of the outcome.
11. 48‑Hour Critical Issue Guarantee. If we fail to respond to a critical issue (site down, payment gateway outage) within 48 hours of ticket creation, you may request a partial refund equal to 25% of that month’s subscription fee. This guarantee applies only to active subscription customers.
12. Refunds for Etsy/Amazon Case Management. If we manage a case on your behalf and the case is decided in your favor, but our error caused a measurable financial loss during the process, we will refund the service fee for that case. Documentation of the loss must be provided.
13. Third‑Party App Fees. We do not refund fees paid to third‑party applications (e.g., tax software, accounting tools) that were purchased through our recommendations but are billed directly by the third party.
14. Bulk Discounts. If you purchased a bundle of 5 or more tickets at a discounted rate, a refund for an individual ticket will be calculated based on the discounted per‑ticket rate, not the standard rate. Refunds are only available for unused tickets within the bundle.
15. Change of Mind. Refunds are not provided for change of mind after service has been delivered or after access to subscription resources has been granted.
16. Reseller and Agency Accounts. Separate refund terms apply to reseller and agency partnership agreements. Please refer to your master services agreement for details.
17. How to Request a Refund. All refund requests must be submitted in writing to support@assistlyx.com and include your invoice number and a brief explanation. We aim to respond to all refund inquiries within 24 hours.
18. Refund Processing Time. Approved refunds are processed within 5 business days. Depending on your payment method and financial institution, it may take additional time for the funds to appear in your account.
19. Currency and Exchange Rates. Refunds are issued in the same currency as the original payment. Any exchange rate fluctuations or conversion fees are borne by the customer.
20. Partial Refunds. In certain circumstances, we may offer a partial refund as a goodwill gesture. Acceptance of a partial refund constitutes full settlement of the issue.
21. Subscription Cancellation. Canceling your subscription does not automatically entitle you to a refund. Refunds are handled separately as outlined in this policy.
22. Fraud Prevention. We reserve the right to deny a refund request if we reasonably believe it is fraudulent or an attempt to abuse our refund policy.
23. Policy Updates. This Refund Policy may be updated occasionally. Changes will be effective immediately upon posting. Continued use of our services constitutes acceptance of the revised policy.
24. Contact for Refund Issues. For any questions regarding this policy, please write to our billing department at support@assistlyx.com. We are committed to fair and transparent resolutions.

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