Refund Policy

At Wizetek IT Solutions, we aim to provide reliable digital products, software development services, and technology solutions. We understand that genuine issues can sometimes arise, and we assess refund requests fairly in accordance with this policy and applicable law.

Please read this policy before purchasing a product or service from us. Any additional refund terms agreed upon in a written quotation, proposal, invoice, or service agreement may also apply.

1. Refund Request Period

Refund requests should normally be submitted within 7 calendar days of the purchase date or the delivery of the relevant product or service, as applicable.

This period is intended to help us investigate issues promptly. It does not limit any consumer rights or refund entitlements that cannot legally be excluded or restricted. Where applicable law or a written agreement provides a longer period or different conditions, those requirements will take precedence.

2. When a Refund May Be Approved

We consider refund requests where there is a genuine and verifiable problem, which may include:

• Non-delivery: A product or service paid for has not been delivered within the agreed timeframe, and the issue cannot reasonably be resolved.
• Significant defect: A digital product or delivered solution has a substantial technical fault that prevents its intended use and cannot reasonably be fixed.
• Material mismatch: The delivered product or service differs substantially from the description, specifications, or agreed scope.
• Service failure: We have materially failed to provide an agreed service and have not resolved the issue within a reasonable period.
• Duplicate payment: The same purchase has inadvertently been charged more than once.
• Unauthorised transaction: A payment appears to have been made without the account holder's authorisation. Such claims may require verification through the relevant payment provider.

Each request will be reviewed individually. Approval is not automatic and depends on the circumstances, the evidence provided, the relevant agreement, and applicable law.

3. Digital Products

Digital products may include downloadable files, templates, guides, software, subscriptions, or other electronically delivered materials offered by Wizetek IT Solutions.

If a digital product is not delivered, is corrupted, has a significant defect, or materially differs from its description, please contact us with details of the problem.

Where reasonable, we may first attempt to resolve the issue by correcting the defect, providing a replacement file, restoring access, or supplying the item originally purchased. If the issue cannot be resolved appropriately, a refund may be considered.

A change of mind, accidental purchase, or dissatisfaction that does not involve a genuine product issue will not ordinarily qualify for a refund, except where required by applicable law or the terms of the purchase.

4. Software Development and Custom Services

Custom software development, website design, application development, consulting, and other project-based services may involve discovery, planning, development, testing, deployment, or other agreed milestones.

Refund eligibility for these services will be assessed against the written proposal, agreed scope, payment schedule, milestone approvals, and work already performed.

• Payments for work not yet performed may be eligible for a refund, depending on the agreement and the circumstances.
• Fees for completed and approved milestones are generally not refundable merely because a client changes their mind.
• If we materially fail to deliver the agreed work, we will review the issue and consider an appropriate remedy, which may include correcting the work, completing the outstanding obligations, or providing a refund where justified.
• Any deductions for completed work, non-recoverable costs, or other expenses must be consistent with the applicable agreement and law.

Clients should raise concerns as soon as possible so that we can investigate and, where practical, resolve the problem before it affects the wider project.

5. When Refunds Are Generally Not Available

Subject to mandatory legal rights and any applicable written agreement, refunds will generally not be approved for:

• A change of mind after a service has been performed or a product has been correctly delivered.
• A request based solely on personal preference where the product or service matches the agreed description and requirements.
• Issues caused by the customer's equipment, software, internet connection, third-party platform, or configuration, where these are outside our responsibility and were not part of the agreed service.
• A customer's failure to provide necessary information, access, approvals, or materials that prevents agreed work from progressing.
• Completed and approved project milestones where the request is based only on a change of mind.

These examples do not exclude a refund or other remedy where one is required by law or where the specific facts justify an exception.

6. How to Request a Refund

To request a refund, contact us through our Contact page and provide the following information:

• Your full name and the contact details associated with the purchase.
• The product or service purchased.
• The purchase date and payment reference or transaction ID.
• A clear explanation of the problem and why you are requesting a refund.
• Relevant supporting evidence, such as screenshots, error messages, receipts, or correspondence.

Please do not send passwords, full payment-card details, or other unnecessary sensitive information when submitting a request.

7. Review and Resolution

We aim to acknowledge refund requests within 5 business days. This is an acknowledgement timeframe, not a guarantee that the investigation or refund will be completed within five business days.

We may contact you for further information or evidence before making a decision. Once we have reviewed the available information, we will communicate the outcome and any next steps.

8. Refund Processing

Where a refund is approved, it will normally be returned through the original payment method where possible and appropriate. If that method cannot be used, we may request suitable information to arrange an alternative method, subject to verification and applicable law.

The time it takes for the funds to appear in your account depends on the payment provider, bank, card issuer, and receiving financial institution. We cannot guarantee their processing times.

If a refund has been approved but has not appeared after the timeframe communicated by the payment provider, please contact us with your transaction reference so we can help investigate.

9. Chargebacks and Payment Disputes

If you believe a transaction is incorrect or unauthorised, please contact us promptly so we can investigate. You may also contact your bank or payment provider where appropriate.

We will provide relevant transaction and delivery information when responding to legitimate payment disputes. Nothing in this policy prevents you from exercising rights available through your bank, payment provider, or applicable law.

10. Changes to This Policy

We may update this Refund Policy to reflect changes in our services, business practices, payment processes, or legal obligations. Any updated version will be published on this page with a revised "Last updated" date.

The version applicable to a particular purchase will be considered alongside the terms agreed at the time of purchase and any legal requirements that apply.

11. Contact Us

If you have questions about this policy or wish to request a refund, please visit our Contact page and provide the relevant purchase details.

We will review your concern and work toward a fair resolution in accordance with this policy, the applicable agreement, and the law.