Refund & Return Policy

1. Overview

At Tuse Tech LLP, we are committed to delivering high-quality software development services. This Refund & Return Policy outlines the circumstances under which refunds may be requested and the process for obtaining them.

Please note that custom software development services are inherently different from physical products. Refunds are evaluated on a case-by-case basis, taking into account the work completed and resources invested.

2. Eligibility for Refunds

Refunds may be considered in the following situations:

2.1 Pre-Development Phase

• If we are unable to commence work within 30 days of the agreed start date due to reasons within our control, you may request a full refund of any deposits paid.
• If the project is cancelled before any development work has started, the deposit may be partially refundable (minus any consultation fees and administrative costs incurred).

2.2 During Development

• If we fail to deliver agreed-upon milestones within the specified timeframe (with reasonable extensions for unforeseen circumstances), you may request a partial refund for undelivered work.
• If the deliverables substantially deviate from the agreed specifications in the Statement of Work (SOW) and we are unable to correct them within a reasonable time, a partial refund may be considered.

2.3 Post-Delivery

• If critical bugs or errors are discovered within the warranty period (typically 30-90 days) and we fail to resolve them despite reasonable efforts, you may be eligible for a partial refund.
• Refunds are not available once the project has been accepted, the warranty period has expired, or if issues arise from third-party services beyond our control.

3. Non-Refundable Items

The following are not eligible for refunds:

• Completed Milestones: Work that has been completed, delivered, and accepted by the client.
• Third-party Costs: Expenses for hosting, domain registration, third-party APIs, licenses, or services purchased on your behalf.
• Change Requests: Additional costs incurred due to scope changes, feature additions, or revisions beyond the original SOW.
• Client-Caused Delays: Delays or project failures resulting from lack of client feedback, unresponsive communication, or failure to provide necessary materials.
• Post-Warranty Support: Maintenance, updates, or support provided after the warranty period has ended.
• Subjective Preferences: Dissatisfaction based on aesthetic preferences not specified in the original requirements.

4. Refund Request Process

To request a refund, please follow these steps:

Step 1: Submit a Written Request

Send a detailed refund request to refunds@tuse.app including:

• Your name and contact information
• Project name and contract/invoice number
• Detailed explanation of the issue and reason for refund
• Supporting documentation (e.g., emails, screenshots, project files)

Step 2: Review & Assessment

Our team will review your request within 5 business days. We may request additional information or schedule a call to discuss the matter.

Step 3: Resolution

We aim to resolve refund disputes amicably. Possible outcomes include:

• Full Refund: Rare; typically only for pre-development cancellations or our failure to perform.
• Partial Refund: Calculated based on work completed, resources invested, and remaining contract value.
• Service Credit: Credit toward future services or project revisions.
• Alternative Resolution: Extended support, additional revisions, or other mutually agreed solutions.

Step 4: Processing

If a refund is approved, it will be processed within 14-30 business days to the original payment method. Bank processing times may vary (typically 5-10 business days for credit/debit cards).

5. Partial Refund Calculation

Partial refunds are calculated using the following formula:

• Completed Milestones: Value of work delivered and accepted.
• Incurred Costs: Non-refundable third-party expenses, licenses, and services.
• Administrative Fee: 10-15% of the total contract value to cover project setup, management, and processing costs.

For example, on a $5,000 project with $2,000 in completed milestones, $500 in third-party costs, and a 15% admin fee ($750), the refund would be: $5,000 - $2,000 - $500 - $750 = $1,750.

6. Dispute Resolution

If you are dissatisfied with our refund decision, we encourage you to:

1. Request a Review: Ask for escalation to senior management for a second evaluation.
2. Mediation: Agree to third-party mediation before pursuing legal action.
3. Legal Action: As outlined in our Terms of Service, disputes are governed by the laws of England and Wales.

7. Chargebacks & Payment Disputes

Important: Initiating a chargeback without first contacting us may result in:

• Immediate suspension of all services and project delivery
• Loss of access to source code, deliverables, and project materials
• Additional fees for chargeback processing (as permitted by law)
• Potential legal action to recover costs and damages

Please contact refunds@tuse.app before initiating a payment dispute to allow us to resolve the issue directly.

8. Refund Exceptions

Refunds are not available for:

• Projects older than 90 days past final delivery
• Services rendered under promotional offers or discounted rates (unless otherwise stated)
• Supplementary services such as consulting, training, or ongoing maintenance

9. Modifications to This Policy

We reserve the right to modify this Refund & Return Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued engagement with our services after changes constitutes acceptance of the modified policy.

10. Contact Information

For refund requests or questions about this policy, please contact:

This Refund & Return Policy is governed by the laws of England and Wales and should be read in conjunction with our Terms of Service and Privacy Policy.