1. Satisfaction Guarantee
At SkinsVMonkey, we are committed to delivering high-quality interface customization services that meet or exceed our clients' expectations. We stand behind our work and offer a satisfaction guarantee on all our services.
Our goal is to ensure that you are completely satisfied with the deliverables we provide. We work collaboratively with our clients throughout the design and development process to ensure that the final product aligns with the agreed-upon requirements and specifications.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Service Not Provided: If we fail to deliver the agreed-upon services within the timeframe specified in your service agreement
- Significant Deviation: If the deliverables significantly deviate from the agreed-upon specifications and requirements, and we are unable to resolve these issues after reasonable attempts
- Technical Issues: If the delivered interface contains critical technical issues that prevent it from functioning as intended, and we are unable to resolve these issues within a reasonable timeframe
- Service Cancellation: If you cancel services in accordance with the cancellation terms outlined in your service agreement
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 7 days of receiving the final deliverables for claims related to technical issues or deviations from specifications
- 3 days after a missed delivery deadline for claims related to services not provided
Refund requests made outside of these timeframes may be considered on a case-by-case basis but are not guaranteed.
4. How to Request a Refund
Refund Request Process:
- Contact Your Project Manager: Reach out to your assigned project manager or our customer service team via email at support@sklnsvmonkey.com, by phone at +44 836 457 3786, or through your client portal.
- Provide Details: Include your project reference number, a detailed description of the issue, and any supporting documentation or evidence (such as screenshots, error reports, or references to specific requirements in your service agreement).
- Initial Response: We will acknowledge your request within 2 business days and may ask for additional information if needed.
- Review: Our team will review your request and the project details to assess the validity of the refund claim.
- Resolution: We will provide a decision on your refund request within 5-7 business days of receiving all necessary information.
5. Refund Processing
5.1 Refund Amounts
Refund amounts will be determined based on the specific circumstances of each case:
- Full Refunds: May be issued when services were not provided at all or when deliverables contain critical issues that render them unusable and cannot be resolved
- Partial Refunds: May be issued when a portion of the services has been delivered satisfactorily or when issues can be partially resolved
- Alternative Solutions: In some cases, we may offer additional services, revisions, or other accommodations instead of monetary refunds
5.2 Refund Method
Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed upon. Please note that payment processing fees may not be refundable.
5.3 Refund Timing
Once approved, refunds will be processed within 10 business days. Depending on your payment provider, it may take additional time for the refund to appear in your account.
6. Exceptions and Limitations
The following circumstances are generally not eligible for refunds:
- Change of Mind: Simply changing your mind about a project after work has commenced
- Subjective Preferences: Dissatisfaction based solely on subjective design preferences, when the deliverables otherwise meet the agreed-upon specifications
- Scope Changes: Changes requested outside the original project scope that were not agreed upon in writing
- Third-Party Issues: Problems caused by third-party services, platforms, or systems outside of our control
- Client Delays: Delays in project completion caused by the client's failure to provide necessary information, feedback, or approvals in a timely manner
- Usage Issues: Problems arising from improper use or implementation of our deliverables
Additionally, custom work that has been approved by the client at various stages of the project may have limited refund eligibility, as outlined in your specific service agreement.
7. Project Cancellation
7.1 Client-Initiated Cancellation
If you choose to cancel a project before its completion, the following terms typically apply:
- Cancellation During Discovery Phase: 75% of the deposit may be refundable if the project is cancelled during the initial discovery phase
- Cancellation During Design Phase: 50% of the total amount paid may be refundable if the project is cancelled during the design phase, before development begins
- Cancellation During Development Phase: 25% of the total amount paid may be refundable if the project is cancelled during the development phase
- Cancellation After Final Delivery: No refund is available after final deliverables have been provided
Specific cancellation terms may vary based on your service agreement and the nature of your project.
7.2 SkinsVMonkey-Initiated Cancellation
In rare cases where we need to cancel a project due to unforeseen circumstances or issues beyond our control, we will provide a refund proportional to the undelivered services, less any costs already incurred.
8. Dispute Resolution
If you disagree with our decision regarding your refund request, you may appeal by contacting our management team at management@sklnsvmonkey.com.
We are committed to resolving all disputes fairly and amicably. If we cannot reach a resolution through our internal processes, you may pursue resolution through alternative dispute resolution methods as outlined in our Terms and Conditions.
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify active clients of significant changes to this policy via email.
The refund terms that were in effect at the time your service agreement was signed will apply to your project, unless otherwise agreed upon in writing.
