1. Overview
Service Support Solutions provides custom digital services including web development, app development, digital marketing, and AI automation. Because our work involves dedicated time, planning, and skilled labor that begins immediately upon project kickoff, our refund policy is structured around the nature of professional services rather than a product return model. We are committed to fair and transparent billing at every stage of an engagement. Please read this policy carefully before entering into a project agreement.
2. Deposits
All projects require a deposit of 50% of the total agreed project fee before work begins. This deposit secures your project slot, covers initial discovery, scoping, and planning work, and compensates for time committed to your engagement. Deposits are non-refundable once work has commenced. If you choose not to proceed after paying a deposit but before any work has begun, we will evaluate the situation on a case-by-case basis and may issue a full or partial refund at our discretion. Any decision to refund a pre-work deposit will be communicated in writing within 10 business days of your cancellation request.
3. Milestone Payments
For projects exceeding four weeks in duration, billing is structured around milestones as outlined in the Statement of Work (SOW). Each milestone payment covers work completed up to and including that milestone. Milestone payments are non-refundable once the milestone deliverable has been delivered and accepted by the client, or once the acceptance period has passed without a documented objection. If a milestone deliverable is disputed, the client must raise the concern in writing within 5 business days of delivery. We will work in good faith to resolve any legitimate concerns before the next milestone begins.
4. Client-Initiated Cancellations
If you choose to cancel an active engagement, you are responsible for payment of all work completed through the date of cancellation, including reasonable wind-down costs as documented in our project management system. You will receive an itemized final invoice reflecting work completed. Any amount already paid that exceeds the value of completed work will be refunded within 15 business days of the cancellation being finalized. To initiate a cancellation, you must provide written notice as described in our Terms and Conditions.
5. Scope Changes and Disputes
Refunds are not issued for work completed within the agreed project scope. If you believe work delivered does not meet the specifications outlined in the SOW, please contact us in writing within 5 business days of delivery with a specific description of the discrepancy. We will review the concern and, where a legitimate deviation from the agreed scope is confirmed, provide revision work at no additional cost rather than a monetary refund. Dissatisfaction with a subjective design or creative direction that was previously approved during the review process does not constitute grounds for a refund.
6. Ongoing and Retainer Services
For monthly retainer and ongoing service engagements including digital marketing, SEO, and social media management, either party may terminate the engagement with 14 days written notice as outlined in our Terms and Conditions. Fees paid for the current billing period are non-refundable. If termination occurs mid-cycle, the client is responsible for the pro-rated fee through the termination date. No refunds are issued for advertising spend placed on third-party platforms such as Google Ads or Meta, as those funds are committed directly to the advertising platform and are subject to that platform's own policies.
7. Completed Projects
No refunds are issued once a project has been fully delivered, approved, and launched, or once final payment has been received. Upon project completion and final payment, ownership of all custom deliverables transfers to the client as outlined in our Terms and Conditions. If issues arise after launch that are related to our work, we offer post-launch support and will address legitimate technical issues under the warranty period specified in your SOW.
8. Refund Processing
Approved refunds are issued using the same payment method used for the original transaction, where possible. Refunds are processed within 15 business days of approval. Processing times may vary depending on your bank or payment provider. We will notify you by email when a refund has been issued. If you have not received a refund within 20 business days of notification, please contact your bank or payment provider before reaching out to us, as processing delays on the receiving end are outside our control.
9. Modifications to This Policy
Service Support Solutions reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. For active project engagements, the refund policy in effect at the time the SOW was signed will apply for the duration of that engagement. Your continued use of our services after an updated policy is posted constitutes acceptance of the revised terms.
10. Contact Us
If you have questions about this policy or wish to submit a refund request, please contact us directly. Include your project name, invoice number if applicable, and a clear description of your request. We will respond within 3 business days.
Service Support Solutions
3112 Chartiers Ave
Pittsburgh, PA 15204
Email: contact@servicesupportsolutions.us
Phone: +1 (386) 251-8844