Refund Policy

Last updated: January 2025

1. Eligibility for Refunds

You are eligible for a full refund if:

• The project was delivered within the last 30 days
• The website does not meet the agreed-upon specifications in the contract
• There are significant technical issues that we cannot resolve
• We failed to deliver the project within the agreed timeline (unless delays were caused by client feedback cycles)
• The final product significantly differs from the approved design mockups

2. What's Covered

Our refund policy covers:

• Initial Project Fee: Full refund of the project development cost
• Add-on Services: Refund for unused add-on services purchased with the package
• Express Delivery Fee: Refund if we failed to meet the express delivery deadline
• Monthly Subscriptions: Pro-rated refund for the current billing period

3. What's Not Covered

The following are not eligible for refunds:

• Change of mind or business direction after project approval
• Third-party costs (domain registration, hosting, premium plugins, stock images)
• Custom work that was delivered as specified but later deemed unnecessary
• Projects where the client was unresponsive or delayed feedback beyond agreed timelines
• Refunds requested more than 30 days after final delivery
• Services already rendered for ongoing maintenance contracts (only future months are refundable)

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Email us at info@kecke-loesungen.de with your refund request
2. Provide Details: Include your project name, contract number, and specific reasons for the refund request
3. Documentation: If applicable, provide screenshots or details of the issues you're experiencing
4. Review Discussion: We'll schedule a call to discuss your concerns and explore solutions
5. Resolution: If we cannot resolve the issues to your satisfaction, we'll process your refund

5. Refund Process Timeline

• Review Period: 2-3 Business Days: We'll review your refund request and respond within 2-3 business days
• Discussion: 1-5 Business Days: Time for us to understand your concerns and attempt to resolve any issues
• Approval & Processing: 2-3 Business Days: Once approved, we'll process the refund immediately
• Bank Processing: 5-10 Business Days: Your bank or payment provider may take 5-10 business days to reflect the refund

Total timeline: Typically 10-21 business days from request to funds appearing in your account

6. Partial Refunds

In some cases, we may offer partial refunds:

• When only specific features or pages don't meet expectations
• For projects where significant work has been completed and approved
• When add-on services were provided but the core package has issues
• For monthly services, pro-rated based on usage

7. Cancelled Projects

If you need to cancel a project before delivery:

• Before Work Starts: 100% refund minus payment processing fees (typically 3-5%)
• During Design Phase: Refund minus completed work (typically 25-30% of project cost)
• During Development Phase: Refund minus completed work (typically 50-70% of project cost)
• During Final Review: Refund minus completed work (typically 80-90% of project cost)

8. Dispute Resolution

We're committed to resolving any issues fairly. If you're not satisfied with our refund decision, we offer:

• Escalation to senior management for review
• Third-party mediation (costs split 50/50)
• Detailed explanation of our decision with supporting documentation

9. Monthly Services & Subscriptions

For recurring services (maintenance, hosting, AI chatbot, marketing):

• Cancel anytime with 30 days' notice
• Pro-rated refund for unused days in the current billing period
• No refund for past billing periods
• Setup fees are non-refundable

10. Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

• Credit/Debit Card: Refund to the original card
• Bank Transfer: Refund to the original bank account
• PayPal: Refund to your PayPal account
• Other Methods: We'll work with you to arrange an appropriate refund method

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about our refund policy or want to request a refund, please contact us:

Khaled Alabssi
Email: info@kecke-loesungen.de
Phone: +49 1636324297
Address: Munich, Germany

We typically respond within 24 hours during business days