REFUND POLICY
Last Updated: October 22, 2025
IMPORTANT: This policy applies to fees YOU pay to Opust Solutions. Section 7 covers refunds YOU issue to YOUR customers. Payment processing is provided through authorized payment processing partners.
1. OVERVIEW
This Refund Policy outlines circumstances for refunds on payment processing services (powered by authorized partners) and SaaS development services.
2. PAYMENT PROCESSING FEES
2.1 Transaction Fees (NON-REFUNDABLE)
Transaction fees are NON-REFUNDABLE because costs are incurred immediately. Includes: percentage-based fees, fixed fees, currency conversion, cross-border fees, interchange, and assessment fees.
EXCEPTION: Refunded only for billing errors (incorrect fees charged) or duplicate charges due to a system error.
2.2 Monthly Service Fees
– First 14 Days: Prorated refund if you cancel within 14 days, processed zero transactions, and the account is in good standing. Must request before processing transactions.
– After 14 Days: NON-REFUNDABLE. No refunds for partial month.
– Annual Plans: Prorated refund for unused full months if canceled within 30 days. The first month is non-refundable. After 30 days: No refunds.
2.3 Setup Fees (NON-REFUNDABLE)
One-time setup, integration, and onboarding fees are NON-REFUNDABLE once work begins. Includes technical resources, custom integration, account configuration, and gateway setup.
2.4 Chargeback Fees (NON-REFUNDABLE)
Chargeback fees ($25-$50 per chargeback) are NON-REFUNDABLE even if you win the dispute. Represents costs from card networks, processing partners, and administrative handling.
2.5 Return Payment Fees (NON-REFUNDABLE)
Return payment fees ($25 per occurrence) for failed ACH or card payments are NON-REFUNDABLE. Covers bank charges, retries, and collection efforts.
Charged for: Insufficient funds, closed accounts, rejected ACH, and failed card payments.
2.6 Penalty Fees (NON-REFUNDABLE)
All violation-related fees are NON-REFUNDABLE: PCI non-compliance, excessive chargebacks, Card Association fines, regulatory penalties, reactivation fees, late fees, and termination fees.
3. SAAS DEVELOPMENT SERVICES
Refunds based on project stage:
BEFORE COMMENCEMENT: Full refund minus 10% admin fee
DISCOVERY/PLANNING (0-25%): 75% refund of remaining balance
DEVELOPMENT (25-75%): 50% refund of the remaining balance
FINAL STAGES (75-100%): NO REFUND – substantially complete
AFTER DELIVERY: NO REFUND once accepted
3.1 Milestone-Based
– Completed milestones: NON-REFUNDABLE
– Current milestone: Partial refund based on work done
– Future milestones: Full refund
– Acceptance = final approval (no refunds after)
3.2 Quality Guarantee
If deliverables don’t meet SOW specifications:
– First: We fix at no charge (30-60 days)
– If unfixable: Partial refund based on non-compliant portion
NOT covered: Requirement changes after SOW, third-party issues, your infrastructure problems, scope creep, subjective preferences.
4. SERVICE INTERRUPTIONS
4.1 Planned Maintenance
No refunds if we provide advance notice (typically 72 hours), maintenance is announced in windows, and downtime is within SLA limits.
4.2 Outages (Credits, Not Refunds)
For unplanned outages:
– Pro-rated credit for downtime
– Based on the monthly service fee
– Applied to next billing
– Minimum: 4 consecutive hours
NO REFUNDS FOR: Outages under 4 hours, scheduled maintenance, your infrastructure issues, third-party failures, or force majeure.
Calculation: Monthly fee × (Minutes down / Total minutes) = Credit
4.3 Persistent Outages
If downtime exceeds 72 consecutive hours: Cash refund possible (not just credit), calculated pro rata, must request within 30 days, not if force majeure.
5. REFUND PROCESS
5.1 Request Method
Email: [email protected]
Subject: “Refund Request – [Account Name/ID]”
Include: Name, company, account number, invoice number, amount requested, detailed explanation, date of charge, and supporting documentation.
5.2 Review Timeline
– Acknowledgment: 2 business days
– Review: 5-7 business days
– Decision: Email notification
– Complex cases: Up to 14 days
5.3 Decisions
APPROVED: Amount specified, method explained, timeline provided
PARTIALLY APPROVED: Some of the requested amount, with an explanation
DENIED: Reason provided, appeal process explained
5.4 Appeals
If denied: Email [email protected] within 14 days with “Refund Appeal.” Management reviews. Final decision in 7-10 days.
5.5 Processing
Once approved, 5-10 business days to process, issued to the original payment method; bank processing adds 5-10 days. Total: Up to 20 business days.
Methods: Credit card (original card), ACH/Bank (direct deposit), Wire (may incur fees), Check (if unavailable, 3-4 weeks).
Confirmation email with reference number. Contact if not received within 30 days.
6. NON-REFUNDABLE ITEMS
NOT eligible under ANY circumstances:
– Third-party fees (payment gateway, card networks, banks, SMS, API, fraud prevention)
– Domain and hosting (registration, renewal, SSL, hosting, email, CDN)
– Expedited services (rush, express integration, priority support)
– Delivered services (training, consultations, reports, audits)
– Licensed software (third-party licenses, plugins, extensions, API access)
– Subcontractor fees (partner services, white-label reseller)
7. MERCHANT REFUNDS (YOUR CUSTOMERS)
7.1 Processing Customer Refunds
Through the merchant dashboard:
– Log in, navigate to Transactions
– Select transaction, click “Refund”
– Enter amount (full or partial)
– Confirm refund
Capabilities: Full/partial refunds, multiple partials, refund window up to 180 days.
7.2 Timing
Customer sees refund in 3-10 business days, depending on the bank.
7.3 Fees
IMPORTANT: You do NOT get transaction fees back when refunding customers. Industry standard. Fees already paid to networks and partners.
Example: Customer paid $100, you paid $3 in fees. You refunded $100. Customer receives $100. You’re out $103.
7.4 Prevent Chargebacks
Refunds help avoid chargebacks:
– Chargebacks cost $25-$50 per incident
– Refunds have no additional fees
– Resolve disputes quickly
– Better customer experience
When to refund: Customer dissatisfied, delivery issues, billing errors, cancellations, or to prevent an impending chargeback.
7.5 Refunds vs Chargebacks
Refund: Voluntary return, no fees (except lost transaction fee), no chargeback ratio impact, faster (3-10 days).
Chargeback: Customer disputes through the bank, $25-$50 fee, counts against the ratio, longer process (30-90 days), negative impact even if you win.
7.6 Best Practices
– Clear refund policy for customers
– Post policy prominently
– Train staff on procedures
– Process legitimate refunds promptly
– Keep records
– Monitor patterns for fraud
– Verify identity before refunding
– Only refund the original purchaser
8. FRAUD AND ABUSE
DENIED if: Refund abuse detected, false information provided, policy exploitation, duplicate requests, chargebacks after refund, or misrepresentation.
Consequences: Request denied, account suspended/terminated, legal action, fraud database reporting.
9. EXCEPTIONS
May consider for: Billing errors (report within 60 days), unauthorized charges, force majeure events (no refunds for natural disasters, wars, strikes, government actions, ISP failures, power outages, pandemics), third-party failures (processing partners, card networks, banks), regulatory requirements.
10. BILLING DISPUTES
Contact [email protected] within 30 days of the charge. We will investigate in 5-7 days. Resolution: If correct (explanation provided), if incorrect (refund/credit), if partial (adjustment).
Escalate: [email protected] for final review (14 days).
Note: Continue paying undisputed amounts. May withhold only if the dispute is>5% of the invoice.
11. CHANGES
We may modify anytime. Changes effective upon posting. Notice via email/website. Continued use = acceptance. Changes apply to future requests.
12. CONTACT
Primary: [email protected]
Billing: [email protected]
Escalations: [email protected]
Website: https://opustsolutions.com
Response: 2 business days for refund requests.
This Refund Policy is part of our Terms and Conditions. By using Opust Solutions, you acknowledge reading and agreeing to this policy. Payment processing is provided through authorized payment processing partners.