Last Updated: 02/09/2024
At Softwave Limited, we strive to deliver the highest quality services to our clients. This Return and Refund Policy outlines the terms under which refunds may be issued and under what circumstances services may be canceled.
Please read this policy carefully. By engaging with our services, you agree to the following terms.
As a provider of digital marketing solutions, web design, development, and advertising services, our offerings are primarily service-based. Once services are initiated or delivered, they cannot be “returned” in the same manner as physical goods.
Refunds are considered in the following cases:
Service Non-Delivery: If Softwave Limited has not delivered the agreed-upon service as outlined in a formal agreement or proposal.
Project Cancellation by Client (Before Commencement): If a client cancels the service before any work has commenced, a refund may be granted, less any processing or administrative fees.
Significant Delay in Service Delivery: If there is an unreasonably long delay in delivering the service, which is not caused by the client or by circumstances beyond our control (e.g., client not providing required materials or feedback), a partial or full refund may be considered.
Refunds will not be issued for:
Changes in personal or business circumstances.
Dissatisfaction with design choices or other creative decisions after approval.
Failure to provide necessary information or feedback in a timely manner.
To request a refund, please follow these steps:
Contact Us: Send an email to support@softwaveagency.com with the subject line “Refund Request” and provide a detailed explanation of why you are requesting a refund.
Review: Our team will review your request and assess whether it meets the criteria for a refund.
Response: We will respond to your request within 7 business days, outlining the decision and any next steps.
In some cases, partial refunds may be issued based on the percentage of work already completed and delivered to the client. This will be determined on a case-by-case basis, depending on the stage of the project and the services rendered up until the cancellation.
The following payments are non-refundable:
Setup fees and deposits for services.
Payments for completed work or deliverables that have already been provided and approved.
Any third-party fees that Softwave Limited has incurred on your behalf (e.g., paid advertising, software licenses, etc.).
Clients are encouraged to thoroughly review all deliverables and provide clear feedback. Once a project has been approved, any changes or additional requests will be considered new work and may incur additional fees.
If you dispute a charge with your payment provider without first contacting Softwave Limited to resolve the issue, we reserve the right to terminate all current services and/or take legal action to recover fees and damages.
This Return and Refund Policy is governed by the laws of Hong Kong. Any disputes arising from or relating to this policy will be resolved in accordance with Hong Kong law.
If you have any questions or concerns regarding this Return and Refund Policy, please contact us at:
Softwave Limited
Unit B, 3/F., Kai Wan House,
146 Tung Choi Street, Mongkok, Kowloon
Hong Kong
Email: support@softwaveagency.com
Website: https://softwaveagency.com
