Refund & Policy

At Doc IT Solution, we are committed to delivering exceptional quality in every project. We understand that circumstances can change, and this Refund Policy outlines the conditions under which refunds may be requested. Please read this policy carefully before engaging our services.

General Policy

All payments made to Doc IT Solution are subject to the terms outlined in this Refund Policy and the individual project agreement.
Refund eligibility depends on the stage of the project at the time the request is made and the nature of the service.
Refunds are processed within 14 business days of approval to the original payment method used.
All refund requests must be submitted in writing to docitsolution23@yahoo.com.

Deposits & Upfront Payments

Deposits paid prior to project commencement are non-refundable once project planning and resource allocation have begun.
If Doc IT Solution cancels a project before commencement due to reasons on our end, the full deposit will be refunded.
In the event of mutual agreement to cancel before any work has started, a partial refund (minus administrative fees) may be considered at our discretion.

Refund Eligibility by Project Stage

Before Work Begins: If cancellation is requested before any design, development, or planning work has been initiated, a full refund minus any non-refundable deposit is issued.
During Discovery / Planning Phase: If cancellation is requested during the discovery or planning phase, a partial refund of up to 50% of the project value (excluding deposit) may be issued, based on work completed.
During Design / Development Phase: Once active work on deliverables has begun, refunds are limited to the portion of work not yet completed, assessed on a pro-rata basis.
After Delivery / Completion: No refunds are issued after final deliverables have been handed over and accepted by the client.
Post-Launch Support: Retainer or ongoing support fees are non-refundable for the current billing cycle but may be cancelled for future cycles with 30 days' written notice.

Non-Refundable Items

Domain registrations, hosting fees, third-party software licences, and API subscriptions purchased on behalf of the client.
Rush fee surcharges applied to expedited project timelines.
Work completed and signed off by the client at any milestone stage.
Consultation fees for strategy, audit, or advisory sessions.
Any services consumed in full prior to the refund request.

Revisions & Disputes

Before requesting a refund, we strongly encourage clients to utilise the revision rounds included in their project agreement.
If you are unhappy with delivered work, please contact your project manager to discuss the concerns — we are committed to finding a satisfactory resolution.
Disputes will be handled in good faith and, where possible, resolved through a revised scope, additional revisions, or partial credit towards future services.

How to Request a Refund

Email docitsolution23@yahoo.com with the subject line: "Refund Request – [Your Project Name]".
Include your name, company, invoice number(s), and a clear description of the reason for the refund request.
Our team will acknowledge your request within 2 business days and provide an expected resolution timeline.
Approved refunds will be processed to the original payment method within 14 business days.

Governing Terms

This Refund Policy forms part of our overall Terms & Conditions. In the event of any conflict, the terms of the individual project agreement will take precedence.
Doc IT Solution reserves the right to update this policy at any time. The version in effect at the time of your project agreement will apply to your engagement.

Quick Reference Summary

Project Stage	Refund Eligibility	Notes
Before work begins	Up to 100%	Minus non-refundable deposit
Discovery / Planning phase	Up to 50%	Pro-rata based on work done
Active design / development	Partial	Unfinished portion only
After final delivery/acceptance	No refund	Work fully consumed
Third-party fees / licences	No refund	Non-refundable by nature
Rush / expedite surcharges	No refund	Service already rendered