Refund Policy

1. General Refund Policy

Due to the custom nature of our digital services and the significant resources we allocate to each project, all sales are generally considered final once work has begun. However, we understand that certain circumstances may warrant a refund. Each refund request is evaluated on a case-by-case basis according to the criteria outlined in this policy.

2. Eligibility for Refunds

2.1 Refundable Services

The following situations may qualify for a full or partial refund:

• Service Not Initiated: If Neo Pepe Agency has not yet begun work on your project after payment, you may be eligible for a full refund minus a 5% processing fee.
• Service Not Delivered: If we fail to deliver the agreed-upon services within the timeframe specified in your contract without reasonable justification, you may be eligible for a full refund.
• Significant Deviation from Agreement: If the delivered work substantially fails to meet the specifications outlined in the signed contract despite reasonable opportunity for revisions, you may be eligible for a partial refund.

2.2 Non-Refundable Services

The following are generally not eligible for refunds:

• Completed Services: Services that have been fully delivered according to the specifications in the contract.
• Change of Mind: Cancellations due to a change in business direction, budget constraints, or other client-side decisions after work has commenced.
• Revisions Within Scope: Requests for refunds based on revisions that fall within the scope of the originally agreed-upon services.
• Third-Party Costs: Expenses already incurred for third-party services or software licenses purchased on your behalf.

3. Refund Amounts

3.1 Full Refunds

Full refunds (minus applicable processing fees) may be issued in the following situations:

• The service has not been initiated within 30 days of payment
• Neo Pepe Agency terminates the project before commencement due to unforeseen circumstances
• Neo Pepe Agency fails to deliver any part of the agreed-upon services

3.2 Partial Refunds

Partial refunds may be issued based on the following considerations:

• The percentage of work completed at the time of refund request
• Resources already allocated to the project
• Time invested in the project
• Third-party costs already incurred

The exact refund amount will be determined by Neo Pepe Agency on a case-by-case basis.

3.3 Deposits and Retainers

Unless otherwise specified in your contract, initial deposits and retainers are typically non-refundable as they secure our time and resources for your project.

4. Refund Request Procedure

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] with the subject line "Refund Request - [Your Project Name]"
2. Include your name, contact information, project details, and payment information
3. Clearly state the reason for your refund request
4. Provide any relevant documentation or evidence supporting your request

4.2 Timeframe for Requests

Refund requests must be submitted within 30 days of:

• The service delivery date
• The discovery of the issue that forms the basis of your refund request
• The original payment date for services not yet initiated

Requests submitted after this timeframe may not be considered.

5. Refund Processing

5.1 Review Process

Once we receive your refund request, we will:

1. Acknowledge receipt of your request within 2 business days
2. Review your request against the terms of this policy and your specific contract
3. Evaluate the status of your project and work completed
4. Make a determination regarding eligibility and refund amount
5. Communicate our decision to you in writing

5.2 Processing Time

If your refund request is approved:

• We will process the refund within 10 business days of approval
• The funds will be returned using the same payment method used for the original transaction, unless otherwise agreed
• Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account

6. Special Circumstances

6.1 Subscription Services

For recurring subscription services:

• Cancellations must be submitted at least 7 days before the next billing cycle to avoid being charged for the upcoming period
• No partial refunds are provided for unused portions of the current billing period
• You will continue to have access to the service until the end of the current billing period

6.2 Custom Contract Terms

If your contract with Neo Pepe Agency includes specific refund terms that differ from this policy, the terms in your contract will prevail.

6.3 Force Majeure

If either party is unable to fulfill their obligations due to events beyond their reasonable control (such as natural disasters, acts of government, or widespread internet outages), alternative arrangements will be discussed, which may include extended timelines, modified deliverables, or partial refunds.

7. Dispute Resolution

If you disagree with our refund decision:

1. You may submit a written appeal to [email protected] within 10 business days of receiving our decision
2. Your appeal should include any additional information or evidence that may be relevant
3. A senior manager will review your appeal and make a final determination
4. If a resolution cannot be reached, the dispute resolution process outlined in our Terms and Conditions will apply

8. Exceptions and Limitations

8.1 No Double Recovery

You may not receive a refund for services for which you have already received a replacement service or other compensation.

8.2 Intellectual Property Rights

Upon receiving a full refund, you relinquish all rights to any deliverables or work products created for your project. For partial refunds, ownership rights will be specified in the refund agreement.

8.3 Fraudulent Claims

Neo Pepe Agency reserves the right to refuse refund requests if there is reasonable evidence to suggest the claim is fraudulent or abusive of our refund policy.

9. Changes to This Policy

Neo Pepe Agency reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. For material changes, we will make reasonable efforts to notify customers.

Refund requests will be governed by the policy in effect at the time of the original purchase.

10. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us at: