1. Introduction

This Refund Policy outlines the guidelines and procedures for refunds of payments made to CT IT GROUP for our services. We are committed to fair dealing and high-quality service, and this policy is designed to be reasonable to both our clients and our business.

2. Service Categories

Our refund policy varies depending on the type of service provided:

a. Fixed Price Projects

• A non-refundable deposit of 50% of the total project cost is required to initiate work.
• The remaining balance is due upon project completion or as specified in the service agreement.
• Once work has begun, the deposit is non-refundable, as it covers initial project setup, planning, and resource allocation.
• If CT IT GROUP fails to deliver the agreed-upon services or deliverables as specified in the service agreement, clients may be entitled to a partial or full refund of the remaining balance, assessed on a case-by-case basis.

b. Time and Materials Projects

• For projects billed on a time and materials basis, invoices are issued bi-weekly or monthly based on actual hours worked.
• Payment for hours already worked is non-refundable, as it represents compensation for services already rendered.
• If you are dissatisfied with the quality of work, please notify us immediately so we can address your concerns before additional work is performed.

c. Subscription-Based Services

• For subscription-based services, such as maintenance plans or hosting services, cancellations must be made at least 7 days before the next billing cycle to avoid charges.
• No refunds are provided for the current billing period once it has begun.
• Annual subscriptions paid in advance may be eligible for a prorated refund for the unused portion, less a 20% administration fee.

3. Payment Gateway Integration Services

For merchant account setup services:

• A 50% non-refundable deposit is required to begin the integration process.
• If CT IT GROUP is unable to complete the integration due to technical limitations outside our control, we will provide a partial refund of the deposit, less costs incurred for work already performed.
• No refunds will be issued for integration services once the payment gateway is successfully connected and functioning as specified in the service agreement.
• Monthly service fees for payment gateway usage and maintenance are non-refundable once the billing period has begun.

4. Requesting a Refund

To request a refund, please follow these steps:

• Submit your refund request in writing to info@ctitgroup.net within 30 days of the completion of services or the identified issue.
• Include your name, company name, project details, the amount paid, the reason for the refund request, and any supporting documentation.
• Our management team will review your request and respond within 5 business days.
• If approved, refunds will be processed using the original payment method when possible. Processing time may vary depending on your payment provider.

5. Exclusions

Refunds will not be issued in the following circumstances:

• For services already rendered or work already completed.
• If the client terminates the project after work has begun (the deposit is non-refundable).
• For changes in project requirements after the project has begun, which may instead result in additional charges.
• If the client fails to provide necessary information, content, or feedback, causing project delays.
• For third-party services, licenses, or software purchased on behalf of the client.
• If the refund request is submitted more than 30 days after service completion.

6. Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, we encourage you to contact our management team to discuss the matter further. We are committed to resolving disputes fairly and amicably. If we cannot reach a resolution, disputes will be handled according to the dispute resolution procedure outlined in our Terms and Conditions.

7. Amendments to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to the Refund Policy constitutes your acceptance of the new terms.

8. Contact Information

If you have any questions about this Refund Policy, please contact us:

By email: info@ctitgroup.net

By mail: 21726 OAKBRIDGE PARK LN, KATY, TX 77450