Refund Policy

Last Updated: January 1, 2025

Overview

SecureTech Solutions is committed to delivering high-quality digital services. Because we provide custom professional services rather than physical or off-the-shelf software products, our refund policy is structured around the nature of the work and the stage of the project at the time a request is made.

We encourage all clients to raise concerns early. Most dissatisfaction can be resolved through open communication, revisions, or adjustments to project scope. This policy outlines your options if a resolution cannot be reached through those channels.

Non-Refundable Deposit

All projects require a 50% deposit before work begins. This deposit covers initial project planning, discovery work, resource allocation, and any setup costs incurred on your behalf. The deposit is non-refundable once work has commenced, regardless of the reason for cancellation.

If you cancel a project before any work has started, meaning no planning calls have taken place and no internal resources have been assigned, SecureTech Solutions will refund the deposit in full within 10 business days. Requests of this nature must be submitted in writing to contact@securetechsolutions.us within 48 hours of payment.

Milestone-Based Projects

For projects billed in milestones, each payment covers the work completed in that milestone. Once a milestone is approved by the client or deemed complete by SecureTech Solutions per the agreed Statement of Work (SOW), payment for that milestone is non-refundable.

If you are dissatisfied with work completed within a milestone, you must raise the concern in writing before approving that milestone and before the next milestone begins. In that case, we will review the issue and offer one of the following at our discretion:

  • A revision of the deliverable at no additional charge
  • A partial credit applied toward future work
  • A negotiated partial refund if the deliverable materially failed to meet the written specifications in the SOW

Refund Eligibility by Service Type

Web Development and App Development

Custom development work is built specifically for your project and cannot be resold or repurposed. Refunds are not available for completed development sprints or approved deliverables. If development work fails to meet the written specifications in the SOW and SecureTech Solutions is unable to correct the issue within a reasonable timeframe (typically 14 business days), a partial refund may be considered on a case-by-case basis.

Digital Marketing

Marketing services including SEO, paid advertising campaign setup, content creation, and social media management are non-refundable once the service period has begun. Advertising spend paid to third-party platforms (Google, Meta, etc.) is never refundable, as those costs are passed through directly. If campaign performance falls below agreed benchmarks for two consecutive reporting periods, we will provide additional optimization work at no charge before any refund discussion takes place.

AI Automation

AI workflow builds and integration work follow the same policy as development projects. Completed builds that have been tested and delivered per the SOW are not eligible for refund. If an automation fails to operate as specified and cannot be corrected within 14 business days, a partial refund of the applicable milestone may be reviewed.

Consulting and Strategy

Strategy sessions, audits, and consulting hours are non-refundable once completed. These services represent time and expertise delivered, which cannot be recovered.

Project Cancellation by Client

If you choose to cancel a project after work has begun, you are responsible for payment of all work completed up to the cancellation date, as documented in our project management system. Any deposit or milestone payments already collected will be applied against the balance owed for completed work.

Cancellation must be submitted in writing with at least 30 days notice. Verbal cancellations are not accepted. SecureTech Solutions will prepare a final invoice for work completed through the cancellation date within 10 business days of receiving written notice.

Project Cancellation by SecureTech Solutions

In cases where SecureTech Solutions terminates a project due to non-payment, breach of contract, or inability to fulfill obligations, the following applies:

  • If we cancel due to non-payment or client breach, no refund is owed for work already performed.
  • If we cancel due to our own inability to deliver the agreed scope, we will refund any milestone payments made for work not yet started or delivered. Work already delivered and accepted is not refundable.

How to Request a Refund

All refund requests must be submitted in writing to contact@securetechsolutions.us with the subject line "Refund Request" and must include the following:

  • Your full name and company name
  • Project name or invoice number
  • A description of the issue and the resolution you are requesting
  • Supporting documentation if applicable (screenshots, written communications, etc.)

We will acknowledge your request within 3 business days and provide a written response within 10 business days. If a refund is approved, payment will be issued within 10 business days of approval via the original payment method where possible.

Disputes

If you are not satisfied with the outcome of your refund request, you may escalate the matter in accordance with the dispute resolution terms in our Terms and Conditions. All disputes are subject to binding arbitration administered by the American Arbitration Association (AAA) in Sacramento, California, under California law.

SecureTech Solutions does not accept chargebacks as a substitute for following this refund process. Initiating a chargeback without first completing this process may result in the suspension of services and the referral of the dispute to our legal counsel.

Contact Us

If you have questions about this Refund Policy or want to discuss a concern before submitting a formal request, please reach out. We would rather resolve things directly.

SecureTech Solutions
2108 N St, STE N
Sacramento, CA 95816
Email: contact@securetechsolutions.us
Phone: +1 (916) 919-5517