SellTech - Software Development & Marketing Agency
Refund Policy background

Refund Policy

Our commitment to client satisfaction and our policy on refunds for our services.

Last Updated: July 28, 2025

1. Our Commitment to Satisfaction

At SellTech, we are dedicated to delivering high-quality software development, digital marketing, and branding services that meet and exceed our clients' expectations. Our goal is to build long-term partnerships based on trust and results. This Refund Policy outlines the circumstances under which SellTech may issue a refund, the process for requesting one, and our general approach to client satisfaction. Because of the custom nature of our work and the resources allocated to each project, our refund policy is designed to be fair to both our clients and our company.

2. General Policy on Refunds

Due to the nature of our services, which are customized to each client's specific needs, we do not generally offer full refunds for work that has already commenced or been completed. The resources, including the time of our developers, designers, marketers, and project managers, are allocated upon project initiation, and this investment is non-recoverable. However, we believe in fair practice and will consider refunds in specific situations as outlined below. All refund requests are subject to review and are not guaranteed.

3. Project-Based Services (Software, Web, Branding)

For project-based work, which typically involves distinct phases and deliverables (e.g., custom software development, website design, logo creation), payments are often tied to milestones.

  • Initial Deposit: The initial deposit paid to commence a project is non-refundable. This deposit secures your place in our project queue and covers the costs of discovery, planning, and initial resource allocation.
  • Milestone Payments: Payments for completed milestones are non-refundable. A milestone is considered complete upon your review and approval of the deliverable(s) for that phase. If you are not satisfied with a deliverable, we will work with you to make reasonable revisions as defined in the Statement of Work (SOW). Once you approve a milestone and payment is made, it signifies your acceptance of that part of the project, and no refund will be issued for that milestone.
  • Project Cancellation by Client: If you choose to cancel a project before its completion, you will be responsible for payment for all work completed up to the cancellation date, at our standard hourly rates or as a pro-rated portion of the milestone cost. No refunds will be issued for payments already made.

4. Retainer-Based Services (Digital Marketing, SEO, Maintenance)

For ongoing services billed on a monthly retainer basis, such as SEO, PPC management, social media marketing, and website maintenance, the following policy applies:

  • Monthly Fees: Retainer fees are billed in advance for the upcoming month of service and are non-refundable. These fees cover the allocation of our team and resources to your ongoing campaigns and support.
  • Cancellation of Retainer: You may cancel a retainer-based service by providing 30 days' written notice. You will be responsible for the payment of the final month's retainer fee, and services will continue to be provided during this notice period. No partial-month refunds will be issued.
  • Performance-Based Refunds: We do not offer refunds based on the performance of marketing campaigns. While we are committed to achieving the best possible results, the nature of digital marketing is such that we cannot guarantee specific outcomes (e.g., search engine rankings, lead volume, or sales increases) due to factors beyond our control, such as market changes and competitor activities.

5. Situations Where a Refund May Be Considered

We may consider a partial or full refund in the following exceptional circumstances:

  • Non-Delivery of Services: If we are unable to commence work on your project or deliver a key milestone for reasons that are solely our fault, we may issue a refund for the undelivered portion of the service.
  • Gross Misconduct or Negligence: In the unlikely event of proven gross misconduct or negligence on our part that results in a complete failure to meet the core requirements of the SOW, a refund may be considered after a thorough internal investigation.
  • Mutual Agreement: If both parties mutually agree to terminate a project and a refund is deemed appropriate as part of the termination agreement.

6. Non-Refundable Costs

Please note that certain costs associated with our services are non-refundable under any circumstances. These include, but are not limited to:

  • Third-party fees (e.g., software licenses, stock photography, domain name registration, hosting fees).
  • Advertising spend paid to third-party platforms (e.g., Google Ads, Facebook Ads).
  • Any administrative or processing fees.

7. How to Request a Refund

To request a refund, you must submit a written request to our support team. The request must include:

  • Your full name and company name.
  • The project or service in question.
  • A detailed explanation of why you are requesting a refund, with specific reference to the terms of your SOW.
  • Any supporting documentation.

We will review your request within 10-15 business days. We may require additional information or a meeting to discuss the matter. All refund decisions made by SellTech are final.

8. Dispute Resolution

We encourage you to work with us to resolve any issues before requesting a refund. We are committed to finding a fair solution. If we are unable to resolve a dispute amicably, it will be handled in accordance with the "Governing Law and Dispute Resolution" clause in our Terms of Service.

9. Changes to This Policy

SellTech reserves the right to modify this Refund Policy at any time. We will post any changes on this page, and we encourage you to review our Refund Policy periodically. Your continued use of our services after any changes constitutes your acceptance of the new policy.

10. Contact Us

If you have any questions about our Refund Policy, please contact us: