Refund Policy

Last updated: May 15, 2024

At CloudTech Studio, we are committed to providing high-quality services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions for refunds related to our services. Please read this policy carefully before engaging our services.

1. Service Categories and Refund Eligibility

Our refund policy varies depending on the type of service provided. Below is a breakdown of our service categories and their corresponding refund eligibility:

2. Project Deposits

For custom development projects, we typically require a non-refundable deposit of 25-50% of the total project cost before work begins. This deposit covers initial project setup, planning, and resource allocation.

• The deposit amount will be clearly specified in your project agreement or statement of work.
• Deposits are non-refundable once work on your project has commenced.
• In exceptional circumstances, a partial refund of the deposit may be considered at our sole discretion.

3. Milestone Payments

For projects with milestone-based payment schedules:

• Payments made for completed milestones are non-refundable.
• If the project is terminated before completion, you will not be charged for milestones that have not been started.
• For milestones that are partially completed at the time of termination, a pro-rated refund may be issued based on the percentage of work completed.

4. Subscription-Based Services

For ongoing subscription-based services (such as cloud management or maintenance):

• Monthly subscriptions: No pro-rated refunds for partial months. Cancellations will take effect at the end of the current billing period.
• Annual subscriptions: Pro-rated refunds may be issued for the unused portion of your subscription, less a 15% administrative fee.
• Refunds will not be issued for subscription periods where services have been utilized.

5. Reasons for Refund Requests

We consider refund requests under the following circumstances:

5.1. Service Quality Issues

If our services do not meet the specifications outlined in the project agreement or statement of work, you may be eligible for a partial or full refund. Any such issues must be reported to us within 14 days of service delivery.

5.2. Project Cancellation

If you need to cancel a project before completion:

• We will assess the work completed up to the cancellation date.
• You will be charged for all work completed, plus any non-refundable deposits.
• A refund will be issued for any remaining prepaid amounts, less applicable fees.

5.3. Duplicate Charges

If you were charged multiple times for the same service due to a processing error, the duplicate charges will be fully refunded.

5.4. Service Not Provided

If we are unable to provide the agreed-upon services due to circumstances within our control, you may be eligible for a full refund.

6. Non-Refundable Items

The following items are generally non-refundable:

• Third-party costs incurred on your behalf (e.g., software licenses, domain registrations, hosting fees)
• Services that have been fully delivered according to specifications
• Custom development work that has been completed and delivered
• Rush fees for expedited services
• Administrative fees and transaction costs

7. Refund Process

To request a refund, please follow these steps:

1. Contact our customer support team at support@cloudtechstudio.de with the subject line "Refund Request."
2. Include the following information in your request:
   • Your full name and company name (if applicable)
   • Project or service reference number
   • Date of purchase or service initiation
   • Amount paid
   • Reason for the refund request
   • Any relevant documentation supporting your request
3. Our team will review your request and respond within 5 business days.
4. If your refund is approved, we will process it within the timeframe specified in Section 1 of this policy.

8. Refund Methods

Refunds will be issued using the original payment method when possible:

• Credit/Debit Card: Refunded to the original card used for payment
• Bank Transfer: Refunded to the originating bank account
• PayPal: Refunded to the PayPal account used for payment

If the original payment method is no longer available or valid, we will work with you to determine an alternative refund method.

9. Disputes and Resolutions

If you disagree with our decision regarding your refund request:

1. Contact our management team at management@cloudtechstudio.de with a detailed explanation of your dispute.
2. We will conduct a thorough review of your case and provide a final decision within 10 business days.
3. In cases where we cannot reach a mutual agreement, you may seek resolution through the appropriate consumer protection agencies or legal channels.

10. Service Level Guarantees

For services covered by a Service Level Agreement (SLA):

• If we fail to meet guaranteed service levels, compensation will be provided as specified in the SLA.
• Compensation may take the form of service credits, fee reductions, or partial refunds, as outlined in the SLA.
• To claim compensation for SLA breaches, you must notify us within 30 days of the occurrence.

11. Force Majeure

We are not liable for delays or failures to provide services due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, civil unrest, network failures, or supplier failures. In such cases, refund eligibility will be evaluated on a case-by-case basis.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify active clients of significant changes via email. Your continued use of our services after such modifications constitutes your acceptance of the updated policy.

13. Examples of Refund Scenarios

To help you understand how our refund policy applies in practice, here are some example scenarios:

Example 1: Project Cancellation Before Start

You contract us for a mobile app development project and pay the initial 40% deposit. Before we begin work, you decide to cancel the project. In this case, we would typically refund 75% of your deposit, retaining 25% to cover administrative costs and initial consultations.

Example 2: Project Cancellation Mid-Development

You contract us for a cloud migration project with a total cost of €10,000. You pay the initial 50% deposit (€5,000), and we complete 70% of the project before you decide to cancel. In this case:

• The value of completed work would be €7,000 (70% of €10,000)
• You've already paid €5,000
• You would owe an additional €2,000 for the completed work
• No refund would be issued

Example 3: Service Quality Issue

You purchase a training workshop for €1,500. After the workshop, you find that several critical topics specified in the agreement were not covered adequately. If we confirm this deficiency, we might offer:

• A complementary follow-up session to cover the missing topics
• A partial refund of 30% (€450) to compensate for the incomplete delivery
• A credit of €600 toward future services

14. Contact Us

Thank you for choosing CloudTech Studio. We value your business and are committed to providing high-quality services that meet your expectations.