1. Introduction

This Refund Policy ("Policy") outlines the terms and conditions governing refunds for services provided by Stars Support, a global software support company "Stars Support". Clients agree to abide by this Policy when using our services.

2. Eligibility for Refunds

Refunds are subject to certain conditions to ensure fairness and accountability for both parties. Clients may be eligible for refunds under the following circumstances:

  1. Significant Service Delivery Failure:Suppose the client experiences a substantial failure in the delivery of services from Stars Support, such as prolonged downtime, severe functionality issues, or failure to meet agreed-upon service levels. In that case, they may qualify for a refund.
  2. Unresolved Technical Issues: In instances where the Company is unable to effectively resolve a technical problem within a reasonable timeframe, despite diligent efforts, clients may request a refund for the portion of the service affected by the unresolved issue.
  3. Cancellation During Specified Period: Clients can cancel their service within the period outlined in the company's cancellation policy. If the cancellation meets the conditions stipulated in the policy, the client may be eligible for a refund of the unused portion of the service.

These criteria ensure that clients receive adequate recourse when the service falls short of expectations or obligations. The stars-support and its clients uphold a transparent and accountable approach to service delivery and refund processes by adhering to these guidelines.

3. Refund Process

Step 1: Submitting a Refund Request
  • Clients seeking a refund are required to submit a written request to Stars Support. This request should be made by contacting the support team within the Refund Request Period, which typically spans the days following the incident or cancellation.
  • To ensure efficient processing, clients must include the following details in their refund request:
    • Client's name and contact information
    • Description of the issue or reason prompting the refund request
    • Any supporting documentation relevant to the request

Refund Request Period:

  • Clients are afforded a specific window of time within which they can request a refund. This period extends from 1 to 5 days following the booking or payment for the support service. During this timeframe, clients have the flexibility to cancel their service request for any reason.
Step 2: Review and Assessment
  • Upon receiving a refund request, Stars Support undertakes a thorough review and assessment of the client's submission. This involves evaluating the provided information, including the nature of the issue or reason for the refund and any supporting documentation.
  • In some cases, additional information or clarification may be required from the client to facilitate the review process. Stars Support may reach out to the client to request such information as necessary.
Step 3: Determination and Processing
  • Following the review process, Stars Support makes a determination regarding the eligibility and validity of the refund request. Factors considered in this determination include the severity of the issue, adherence to the Refund Request Period, and the completeness of the provided information.
  • Upon approval of the refund request, Stars Support proceeds with processing the refund. Refunds are typically issued in the original form of payment used for the transaction. However, alternative arrangements may be made if mutually agreed upon by both parties.

How can I ensure my refund request is processed efficiently?

Provide all necessary information in your written request, such as your name and contact details, a detailed description of the problem, and any pertinent supporting documentation, to ensure that your refund request is handled quickly. Clear and complete submissions help expedite the review process and facilitate a quicker resolution.

4. Refund Amount

Determining the refund amount is a meticulous process tailored to each case's circumstances. The Company adopts a fair and thorough approach, considering various factors to ascertain an equitable resolution. 

  • Assessing circumstances: The Company evaluates service disruptions' severity, impact, and obligations' fulfilment.
  • Proportional refund allocation: Refunds are proportionate to the extent of service shortfall, ensuring fair compensation.
  • Considering service utilisation: Unused services may be partially or fully reimbursed as per cancellation policy terms.
  • Transparent communication: Clear explanations are provided to ensure mutual understanding during the refund process.
  • Discretionary authority: Stars Support may issue partial refunds or deny requests based on policy adherence and fairness.

What should I do if I disagree with the refund decision made by Stars Support?

If you disagree with the outcome of your refund request, you are encouraged to escalate the matter within 4-7 days following the decision. This escalation process ensures your concerns are addressed promptly and fairly. We are committed to reassessing disputes and providing a final decision within a reasonable timeframe.

5. Refund Timeframe

Refunds are processed promptly, typically within 7 to 14 days upon approval. However, the timeframe for the refunded amount to reflect in the client's account may vary. This variance is influenced by factors such as the chosen payment method and the financial institution's policies. 

While the Company endeavours to expedite the refund process, clients are advised to consider potential delays beyond the Company's control, especially when using certain payment methods or dealing with specific financial institutions. 

Clear communication regarding expected timelines is maintained throughout the process to manage client expectations and ensure transparency.

6. Non-Refundable Fees

Certain fees, referred to as non-refundable fees, are excluded from the refundable amount. These fees are typically associated with specific aspects of the service provision and are deemed non-reimbursable due to their nature or purpose. 

They include:

  • Setup fees: Cover initial service setup costs and are non-refundable.
  • Administrative fees: Handle account management and support costs and are non-negotiable.
  • Usage fees for services already rendered: Compensate for consumed services and are non-refundable.

What happens if the service was partially used before cancellation?

If the service was partially used before cancellation, the refund would be calculated on a pro-rata basis for the unused portion of the service, in accordance with our cancellation policy. This ensures that clients are fairly compensated for the portion of the service that was not rendered or utilised.

7. Dispute Resolution

If a client disputes the outcome of a refund request, they can escalate the matter within a specific timeframe. If the client disagrees with the decision received regarding their refund request, they must initiate the escalation process within 4-7 days

This ensures that the company reviews the dispute promptly. Once escalated, the Company thoroughly assesses the dispute and provides a final decision within a reasonable timeframe. 

This process aims to address any disagreements or concerns regarding refund decisions promptly and fairly.

8. Changes to the Refund Policy

The Refund Policy is subject to potential revisions by the Company, reflecting its commitment to adapt to evolving circumstances and enhance customer experience. 

  • The star support reserves the right to modify this Policy without prior notice. 
  • Any changes made to the Policy become effective immediately upon being posted on the website. 

Clients are advised to review the Refund Policy regularly to stay informed about any updates or amendments. By staying informed, clients can ensure their understanding of the current terms and conditions governing refunds and related processes.

9. Contact Information

Clients are encouraged to contact us with any inquiries, questions, or concerns regarding the Refund Policy. Should clients require clarification or assistance regarding any aspect of the Refund Policy, they can use the provided contact information.

We values open communication with its clients and is committed to addressing their queries or concerns promptly and effectively.