Introduction

• This policy outlines the conditions under which customers may receive a refund for our code compliance letter submission service.
• Our goal is to provide a fair, transparent, and efficient process for handling refund requests.
• Refunds will be considered under specific circumstances, ensuring that both customers and our service operations are protected.

Eligibility for Refunds

A refund may be issued under the following conditions:

• Service Non-Delivery: If we fail to submit the complaint due to a company error.
• Submission Rejected Due to Company Error: If the agency rejects a complaint because of a procedural mistake on our part, a full refund or a free re-submission will be offered.
• Duplicate Payments: Any accidental duplicate payments will be fully refunded.
• Processing Delays (Beyond Stated Timeframe): If a submission is delayed due to our fault beyond the stated processing time, a partial refund or a service credit may be issued.
• Force Majeure Events: If an unforeseen event (e.g., technical failure, system outage) prevents submission, a refund or alternative solution may be offered based on the situation.

Non-Refundable Circumstances

Refunds will not be issued under the following conditions:

• Successful Submissions: Once a complaint has been processed and submitted, the service is considered fulfilled.
• User Error: If incorrect or incomplete information is provided by the customer and results in rejection, a refund will not be issued. However, we will offer one free resubmission within 10 days if the issue is correctable.
• Voluntary Withdrawal: Refunds will not be granted if the customer decides to cancel the request after processing has begun.
• Agency Discretion: We do not control the outcome of complaints. If an agency dismisses or does not act on a complaint, no refund will be given.
• Abuse of Service: Any fraudulent, frivolous, or malicious complaint submissions will void any refund eligibility.

Refund Request Process

To request a refund, customers must follow these steps:

1. Submit a Refund Request: Contact us via within 10 business days of the issue.
2. Provide Required Information: Include order number, reason for refund request, and any supporting documentation.
3. Processing Timeframe: Refund requests will be reviewed within 5-10 business days.
4. Refund Issuance: If approved, the refund will be issued to the original payment method unless otherwise requested.

Appeals Process:

• If a refund request is denied, customers may submit an appeal within 5 business days, providing additional justification for reconsideration.

Service Guarantee & Re-Submission Policy

• If a submission is rejected due to fixable errors (e.g., missing information, incorrect formatting), we will offer one free re-submission within 10 days.
• Resubmissions beyond this period or for non-correctable errors may require a new purchase.
• Customers will receive a status update on re-submissions within 3 business days.

Exceptions & Special Cases

• Special Circumstances Review: If a refund request falls outside of standard policy, it will be reviewed on a case-by-case basis.
• Who Reviews Exceptions: A supervisor or designated representative will assess unique cases.
• Resolution Timeframe: Customers will receive a decision within 10 business days of submitting an exception request.

Policy Updates & Notification

• We reserve the right to update this policy at any time.
• Customers will be notified of significant changes at least 30 days in advance via our website and/or email.
• The latest revision date will always be posted on our website.