Refund Policy
Effective Date: January 1, 2025 | Last Updated: January 15, 2025
At CloudHorizon Tech, we are committed to customer satisfaction and delivering high-quality services. This Refund Policy outlines the terms and conditions under which refunds may be issued for our cloud services, mobile development, game development, and related technology solutions.
IMPORTANT: Please read this Refund Policy carefully before purchasing our services. By making a purchase, you acknowledge that you have read and agree to this policy.
1. General Refund Principles
Our refund policy is designed to be fair to both our clients and our business. We understand that circumstances may change, and we strive to accommodate reasonable refund requests while maintaining the integrity of our business operations.
Key principles:
- Refunds are evaluated on a case-by-case basis
- The nature of the service and stage of completion affects refund eligibility
- All refund requests must be submitted in writing
- Processing time for approved refunds is 10-15 business days
- Refunds are issued using the original payment method
2. Service-Specific Refund Policies
2.1 Cloud Services
Monthly Subscriptions:
- No refunds for partial months of service
- Cancellation effective at end of current billing period
- No refunds for unused time in monthly plans
- 30-day money-back guarantee for new customers (first month only)
Annual Subscriptions:
- Full refund if cancelled within 30 days of purchase and less than 10% of resources used
- Pro-rated refund for remaining months after 30-day period (minus 20% administration fee)
- No refunds after 6 months of service
Setup and Migration Fees:
- Non-refundable once work has commenced
- 50% refund if cancelled before work begins
2.2 Mobile Development Projects
Custom Mobile Applications:
- Full refund if project cancelled before development starts (deposit minus 10% administrative fee)
- 50% refund during initial design and planning phase (first 2 weeks)
- No refunds once development has progressed beyond 25% completion
- Partial refunds considered for incomplete milestones (at discretion)
Milestone-Based Projects:
- Refunds based on uncompleted milestones
- Completed milestone payments are non-refundable
- Work-in-progress milestone: up to 50% refundable
2.3 Game Development Projects
Custom Game Development:
- Full deposit refund (minus 15% administrative fee) if cancelled within 7 days before work begins
- No refunds once concept development starts
- Milestone-based refunds for uncompleted work (evaluated case-by-case)
- Assets and code developed are subject to intellectual property agreements
2.4 UI/UX Design Services
Design Projects:
- Full refund if project cancelled within 48 hours of contract signing before work begins
- 50% refund during initial concept phase
- No refunds after first revision round is completed
- Additional revision rounds beyond agreement are non-refundable
2.5 Technology Consulting
Consulting Services:
- Hourly consulting: No refunds for completed hours
- Package consulting: Refund for unused hours (minus 20% administrative fee)
- No refunds for delivered reports or documentation
3. Refund Eligibility Criteria
To be eligible for a refund, the following conditions must be met:
- Valid Reason: You must provide a clear and valid reason for the refund request
- Timely Request: Refund requests must be submitted within applicable timeframes
- Documentation: Provide all required documentation supporting your request
- Contract Compliance: You must be in compliance with our Terms and Conditions
- No Misuse: Services must not have been misused or violated our policies
- Payment Status: All payments must have cleared (no chargebacks or disputes)
4. Non-Refundable Items
The following are NOT eligible for refunds under any circumstances:
- Third-party service fees (hosting, licenses, domains)
- Completed work delivered according to specifications
- Services terminated due to Terms of Service violations
- Promotional or discounted services (special offers)
- Domain registration fees
- SSL certificates and security products
- Training and workshop sessions already conducted
- Downloadable resources or digital products once accessed
- Rush or expedited service fees
5. Refund Request Process
Step 1: Submit Request
Send a written refund request to info@cloudhorizon-tech.de including:
- Full name and contact information
- Invoice or order number
- Service or project details
- Reason for refund request
- Supporting documentation (if applicable)
Step 2: Review Process
Our team will review your request within 5-7 business days and may contact you for additional information.
Step 3: Decision Notification
You will receive written notification of our decision via email, including:
- Approval or denial with explanation
- Refund amount (if approved)
- Expected processing timeline
Step 4: Processing
Approved refunds are processed within 10-15 business days to your original payment method.
6. Partial Refunds
Partial refunds may be issued in the following circumstances:
- Service interruptions exceeding our SLA commitments
- Partially completed projects (based on milestone completion)
- Quality issues that do not meet agreed specifications (after reasonable correction attempts)
- Unused portions of prepaid services (subject to administrative fees)
Calculation of partial refunds:
- Based on percentage of service completed or delivered
- Administrative fee (typically 15-20%) may be deducted
- Third-party costs are always deducted
- Minimum refund amount: €50
7. Dispute Resolution
If you disagree with a refund decision:
- Internal Review: Request escalation to senior management within 10 days
- Mediation: We encourage good-faith negotiations to resolve disputes
- Legal Action: As outlined in our Terms and Conditions, disputes are subject to German law
8. Cancellation Policy
8.1 Client-Initiated Cancellation
You may cancel services by providing written notice. Cancellation terms vary by service type as outlined above.
8.2 Company-Initiated Cancellation
We reserve the right to cancel services if:
- Payment is not received
- Terms of Service are violated
- We cannot fulfill service requirements
- Illegal activity is detected
In such cases, pro-rated refunds may be issued at our discretion.
9. Service Credits
Instead of monetary refunds, we may offer service credits for:
- Service disruptions
- Billing errors
- Quality concerns
- Customer satisfaction gestures
Service credit terms:
- Credits applied to future invoices
- Valid for 12 months from issuance
- Non-transferable and non-refundable
- Cannot be exchanged for cash
10. Refund Timeframes Summary
| Service Type |
Refund Window |
Conditions |
| Cloud Services (Monthly) |
30 days (new customers) |
First month only, <10% usage |
| Cloud Services (Annual) |
30 days full / 6 months partial |
Pro-rated minus 20% fee |
| Mobile Development |
Before start / During planning |
Based on project stage |
| Game Development |
7 days before work starts |
85% of deposit |
| UI/UX Design |
48 hours / During concepts |
100% or 50% based on stage |
| Consulting |
Unused hours only |
Minus 20% administrative fee |
11. Special Circumstances
11.1 Force Majeure
If we cannot deliver services due to circumstances beyond our control (natural disasters, war, pandemics), we will offer:
- Service postponement without penalty
- Alternative solutions when possible
- Pro-rated refunds if service cannot be delivered
11.2 Quality Guarantee
If deliverables do not meet agreed specifications:
- We will correct issues at no additional charge
- If corrections are not satisfactory after reasonable attempts, partial refunds may be considered
- Quality disputes must be reported within 30 days of delivery
12. Payment Method Considerations
Credit Card Refunds:
- Processed within 10-15 business days
- May take additional time to appear on statement (depends on card issuer)
Bank Transfer Refunds:
- Require bank account details
- International transfers may incur fees (deducted from refund)
- Processing time: 5-10 business days
Third-Party Payment Processors:
- Subject to processor's refund policies
- Processing fees may be non-refundable
13. Changes to Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon:
- Posting on our website
- Notification to active clients (for material changes)
Existing contracts are governed by the policy in effect at the time of purchase unless otherwise agreed in writing.
14. Contact Information for Refund Requests
15. Consumer Rights
This Refund Policy does not affect your statutory rights under German and European Union consumer protection laws. If you are a consumer, you may have additional rights including:
- 14-day cooling-off period for distance contracts (where applicable)
- Right to warranty claims for defective services
- Protection under consumer protection legislation
For more information about your consumer rights, please visit the European Consumer Centre or contact your local consumer protection agency.
16. Acknowledgment and Agreement
By purchasing our services, you acknowledge that:
- You have read and understood this Refund Policy
- You agree to be bound by its terms
- You understand the refund eligibility criteria for your specific service
- You accept that certain services and fees are non-refundable
Fair Usage: We trust our clients to act in good faith. Abuse of refund policies, including repeated refund requests or fraudulent claims, may result in account termination and legal action.
Questions? If you have any questions about this Refund Policy or need clarification on refund eligibility for a specific service, please don't hesitate to contact us before making a purchase. Our team is here to help ensure you understand your rights and obligations.
This Refund Policy is governed by German law and complies with European Union consumer protection directives. Last updated January 15, 2025.