Refund Policy

We believe in transparency and fairness. Here's everything you need to know about our refund process and your rights as our client.

At Eliteexcelonnexta, we stand behind our email campaign and promotion services. This policy outlines the circumstances under which refunds may be requested, our process for handling them, and what you can expect throughout. We've designed this policy to be fair to both our clients and our team while maintaining the high standards you expect from us.

Refund Eligibility

You may be eligible for a refund under these specific circumstances:

  • Service was not delivered within the agreed timeframe due to our error
  • Technical issues on our end prevented campaign execution
  • Service delivered does not match the scope outlined in your agreement
  • Request made within 14 days of service completion
  • No previous refund requests for similar services

Please note that refunds are not available for services where campaigns have already been executed and delivered as specified, or where performance expectations were based on external market factors beyond our control.

How Our Refund Process Works

1

Submit Request

Contact us with your refund request including your project details and reason for the request

2

Review Process

Our team reviews your case within 3-5 business days and may request additional information

3

Decision Notice

You'll receive a written response with our decision and explanation within 7 business days

4

Processing

Approved refunds are processed within 10-14 business days via your original payment method

Payment Method Specifics

Refund processing times vary depending on your original payment method:

  • Credit cards: 5-10 business days after approval
  • Bank transfers: 7-14 business days after approval
  • Digital payment platforms: 3-7 business days after approval
  • Corporate invoices: Next billing cycle adjustment

We'll always process refunds through the same method you used for payment. If that's not possible, we'll work with you to find an alternative that works for both parties.

Partial Refunds

In some cases, we may offer partial refunds when part of the agreed service has been completed successfully. For example, if we've completed the campaign setup and initial deployment but encountered issues with follow-up sequences, we might refund the portion related to incomplete work. Each situation is evaluated individually based on the specific circumstances and work completed.

What We Need From You

To process your refund request efficiently, please provide:

  • Your original invoice or project reference number
  • Clear explanation of the issue or concern
  • Any relevant documentation or screenshots
  • Preferred communication method for follow-up

The more detailed information you can provide, the faster we can review and respond to your request. We want to make this process as smooth as possible for you.

Special Circumstances

We understand that sometimes unique situations arise. If you have circumstances not covered by this standard policy, we encourage you to reach out anyway. We've worked with clients facing various challenges and often find mutually beneficial solutions.

Examples might include technical issues with your email platform, changes in business structure, or unforeseen regulatory changes affecting your industry. While we can't guarantee refunds in all cases, we're committed to finding fair resolutions.

Questions About Refunds?

[email protected]
+886223933358
No. 917, Houchang Rd, Nanzih District, Kaohsiung City
Contact Our Team