Refund Policy

Effective Date: July 1, 2025

Last Updated: July 1, 2025

At Upward Tech IO LLC ("Upward Tech IO," "we," "us," "our"), we are committed to delivering exceptional technology consulting services and ensuring client satisfaction. Due to the personalized, professional nature of our services, we have established this refund policy to provide clarity on how we handle refund requests.

This policy applies to all services provided by Upward Tech IO, including software development, web development, cloud infrastructure, cybersecurity, digital strategy, and technical support services.

1. General Refund Policy

Service-Based Nature

Our technology consulting services are professional, customized services that begin immediately upon engagement. Unlike physical products, our services involve:

  • Personalized consultation and strategy development
  • Custom software development and implementation
  • Ongoing technical support and maintenance
  • Knowledge transfer and training

Once work has commenced, services cannot be "returned" as they have been specifically tailored to your requirements.

Commitment to Quality:

We stand behind the quality of our work and will work with clients to resolve any concerns about service delivery or outcomes before considering refund requests.

2. Refund Eligibility by Service Type

Software Development Services

Project-Based Development:

  • Before Work Begins: Full refund available if requested within 48 hours of contract signing and before any development work has started
  • After Work Begins: Refunds calculated based on completed milestones and work delivered
  • Final Deliverables: No refunds once final deliverables are accepted and delivered

Ongoing Development Support:

  • Monthly Services: Can be canceled with 30 days' notice; no refund for current month
  • Annual Contracts: Pro-rated refunds available for unused months (minus 10% administrative fee)

Web Development Services

Website Projects:

  • Design Phase: Full refund if canceled within 72 hours and before design concepts are delivered
  • Development Phase: Partial refunds based on completion percentage
  • Launch Phase: No refunds once website is live and functional

Cloud Infrastructure Services

Setup and Migration:

  • Planning Phase: Full refund if canceled before implementation begins
  • Implementation Phase: Refunds based on services not yet implemented
  • Post-Migration: No refunds once systems are operational

Cybersecurity Services

Security Audits:

  • Before Audit: Full refund if canceled within 24 hours of scheduling
  • During Audit: No refunds once audit process has begun
  • After Delivery: No refunds once final report is delivered

Digital Strategy and Consulting

Strategic Consulting:

  • Initial Consultation: Full refund if not satisfied within first 2 hours of engagement
  • Strategy Development: Partial refunds based on deliverables completed
  • Implementation Support: No refunds once recommendations are delivered

3. Refund Request Process

How to Request a Refund

  1. Submit Written Request: Email support@upwardtech.io with your refund request
  2. Include Required Information:
    • Account/project information
    • Service details and dates
    • Reason for refund request
    • Supporting documentation if applicable

Review Process

  1. Acknowledgment: We'll acknowledge your request within 24 hours
  2. Review Period: Thorough review within 5-7 business days
  3. Decision Communication: Written response with decision and reasoning
  4. Appeal Process: Option to discuss decision with senior management if needed

Processing Timeline

  • Approved Refunds: Processed within 5-10 business days
  • Credit Card Refunds: 5-10 business days to appear on statement
  • ACH/Wire Refunds: 3-5 business days to reach your account

4. Specific Refund Scenarios

14-Day Satisfaction Guarantee:

For new clients, if you're not satisfied with our initial service delivery within the first 14 days, we'll work to resolve concerns or provide a partial refund based on work completed.

Service Delivery Issues

If we fail to deliver services as specified in our agreement:

  • Complete Failure: Full refund of payments for undelivered services
  • Partial Delivery: Pro-rated refund based on deliverables not completed
  • Quality Issues: Opportunity to remedy issues or partial refund

5. Non-Refundable Items

Third-Party Costs

  • Software licenses purchased on your behalf
  • Cloud infrastructure costs (AWS, Azure, Google Cloud)
  • Third-party service subscriptions
  • Domain registrations and SSL certificates
  • External contractor or vendor costs

Completed Work

  • Delivered software applications or websites
  • Completed security audits and reports
  • Training sessions that have been conducted
  • Strategic recommendations that have been delivered
  • Documentation and knowledge transfer completed

Administrative Fees

  • Initial consultation fees (first 2 hours)
  • Contract setup and administrative costs
  • Payment processing fees
  • Rush delivery surcharges

6. Alternative Resolutions

Service Credits

Instead of monetary refunds, we may offer:

  • Credits toward future services
  • Extended service periods
  • Additional consulting hours
  • Upgraded service tiers

Service Recovery

For service issues, we prioritize:

  • Correcting deficiencies at no additional cost
  • Providing additional support to meet objectives
  • Extending timelines to ensure quality delivery
  • Assigning additional resources to resolve issues

7. Payment Processor Compliance

Chargeback Prevention

We work proactively to resolve disputes before they become chargebacks:

  • Clear communication about refund policies
  • Prompt response to service concerns
  • Documentation of all service delivery
  • Transparent billing and invoicing

Dispute Resolution

For payment disputes:

  • Direct communication preferred over chargebacks
  • Mediation services available for complex disputes
  • Clear documentation of services provided
  • Cooperation with payment processor investigations

8. Contact Information

Refund Requests

Email: support@upwardtech.io

Subject Line: "Refund Request - [Your Account/Project Number]"

General Questions

Email: work@upwardtech.io

Website: https://upwardtech.io

Billing Questions

Email: work@upwardtech.io

Important Notes:

  • • This policy is designed to be fair to both clients and Upward Tech IO
  • • Each refund request is evaluated individually based on specific circumstances
  • • We prioritize resolving service issues over processing refunds
  • • Our goal is client satisfaction and long-term business relationships

This refund policy is designed to protect both client and business interests while ensuring fair and transparent service delivery.