Refund Policy

1. INTRODUCTION

This Refund Policy outlines the terms and conditions under which PROMISE UDUAK EKANEM PR (PUEPR) processes refunds for services provided. By engaging our services, you agree to this Refund Policy.

2. GENERAL REFUND POLICY

2.1 Service-based refunds

As a service provider, our refund policy is based on the following principles:

• Refunds are evaluated on a case-by-case basis
• Services already rendered are generally non-refundable
• Refunds may be issued for services not yet provided or delivered

2.2 Eligibility for refunds

You may be eligible for a refund under the following circumstances:

• Services were not provided as agreed in the service contract
• Services were not delivered within the agreed timeframe due to our fault
• We are unable to fulfill the service agreement
• Duplicate payment was made in error
• Payment was made in error for services not requested

3. NON-REFUNDABLE SERVICES

The following are generally non-refundable:

• Services that have already been completed or delivered
• Consultation fees for time already spent
• Custom work that has been started or completed
• Deposits or advance payments for services already in progress
• Services where deliverables have been provided and accepted
• Administrative or processing fees

4. REFUND REQUEST PROCESS

4.1 How to request a refund

To request a refund, you must:

• Contact us at support@puepr.com with "Refund Request" in the subject line
• Provide your full name, contact information, and invoice/payment reference number
• Clearly explain the reason for the refund request
• Submit the request within 3 days of payment or service delivery

4.2 Required Information

Your refund request must include:

• Invoice number or payment receipt
• Date of payment
• Service description
• Detailed reason for refund request
• Supporting documentation (if applicable)

4.3 Response time

• We will acknowledge your refund request within 3 business days
• We will review and respond to your request within 7 business days
• Additional information may be requested during the review process

5. REFUND EVALUATION CRITERIA

We will evaluate refund requests based on:

• The nature and extent of services provided
• Whether deliverables were provided as agreed
• Communication and cooperation between parties
• The reason for dissatisfaction
• Evidence supporting the refund claim
• Terms outlined in the service agreement

6. PARTIAL REFUNDS

In some cases, we may offer a partial refund:

• When services were partially completed or delivered
• When some aspects of the service were satisfactory
• When work can be salvaged or used by the client
• As a goodwill gesture to resolve disputes

The amount of any partial refund will be determined based on:

• The percentage of services completed
• Time and resources invested
• Value delivered to the client

7. REFUND METHODS AND TIMING

7.1 Refund methods

Approved refunds will be processed using the original payment method:

• Bank transfer refunds: 7-14 business days
• Credit/Debit card refunds: 7-14 business days
• Other payment methods: As applicable to the payment processor

7.2 Processing time

• Once approved, refunds will be initiated within 7-14 business days
• The time for funds to appear in your account depends on your financial institution
• You will receive confirmation once the refund has been processed

7.3 Transaction fees

• Refunds may be subject to deduction of transaction fees charged by payment processors
• Any bank transfer fees incurred may be deducted from the refund amount

8. CANCELLATION POLICY

8.1 Cancellation before service commencement

• Cancellations made 2 days before the scheduled service start: Full refund minus any administrative fee
• Cancellations made after 2 days before scheduled service: No refund

8.2 Cancellation after service commencement

• Once services have begun, cancellation does not entitle you to a refund for work completed
• You will be charged for services rendered up to the cancellation date
• Any prepaid amounts for uncompleted services may be refunded

8.3 Cancellation by PUEPR

If we cancel services for reasons within our control:

• You will receive a full refund of all amounts paid
• We will notify you as soon as possible
• Alternative arrangements may be offered

9. DISPUTE RESOLUTION

9.1 Communication first

We encourage open communication to resolve any dissatisfaction:

• Contact us immediately if you have concerns about our services
• We will work with you to find a satisfactory solution
• Many issues can be resolved without a formal refund request

9.2 Mediation

If we cannot reach an agreement regarding a refund:

• We may suggest mediation as an alternative dispute resolution method
• Mediation costs may be shared between parties
• Mediation is voluntary and non-binding unless agreed otherwise

10. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

10.1 Force majeure

No refunds will be issued for delays or non-performance due to circumstances beyond our control, including but not limited to:

• Natural disasters
• Pandemics or health emergencies
• Government actions or restrictions
• Technical failures beyond our control

10.2 Client-caused delays

Refunds will not be issued when delays or service failures are caused by:

• Failure to provide necessary information or materials
• Lack of response or cooperation from the client
• Changes in requirements after service commencement
• Client cancellation or termination without cause

11. AMENDMENTS TO REFUND POLICY

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with the updated date
• Apply to services engaged after the revision date
• Not affect existing service agreements unless mutually agreed

12. GOVERNING LAW

This Refund Policy is governed by the laws of the Republic of Serbia. Any disputes arising from this policy shall be subject to the jurisdiction of Serbian courts.