Satisfaction & Refund Policy

1. Scope and Purpose

This Satisfaction and Refund Policy ("Policy") governs all commercial transactions between Intecpro LLC ("Company," "we," "our," or "us") and its clients ("Client," "you," or "your") for services and products offered through intecpro.com and any associated service portals.

This Policy applies to all service categories offered by Intecpro LLC, including but not limited to: custom software development, SaaS solutions, technical training, IT consulting, domain hosting, physical hardware products, and equipment procurement. By engaging our services or completing a purchase, you agree to the terms set forth in this Policy.

This Policy has been designed to comply with international consumer protection standards and the requirements of our certified payment processors, including PayPal, dLocal GO (authorization pending), and Paydiverse (authorization pending).

2. Our Commitment to Client Satisfaction

At Intecpro LLC, client satisfaction is a foundational principle, not an afterthought. We are committed to delivering services and products that meet or exceed the specifications mutually agreed upon in each formal proposal or service agreement.

Our commitment includes the following guarantees:

• Free Pre-Project Diagnostic: Every engagement begins with a complimentary diagnostic session to align expectations, define deliverables, and establish measurable success criteria before any payment is required.
• Post-Delivery Support Period: All software development, SaaS deployments, and technical implementations include a minimum 3-month post-delivery support period at no additional cost. During this period, we will address bugs, errors, or deviations from the originally approved specifications.
• Transparent Communication: We commit to proactive communication throughout project execution, including milestone updates, delay notifications, and documented change requests.
• Documented Agreements: All service scopes, pricing, timelines, and deliverables are formalized in written proposals or service agreements signed by both parties prior to project commencement.

3. Refund Policy by Service Category

Refund eligibility varies by service type. The following conditions apply:

3.1 Custom Software Development & SaaS Solutions

• Refunds are not applicable once active development has commenced, as resources (labor, infrastructure, third-party licenses) are allocated and consumed from the project initiation date.
• A full refund of any deposit paid will be issued if Intecpro LLC is unable to commence work within 15 business days of the agreed start date, unless the delay is attributable to the Client.
• A partial refund may be negotiated if the Client formally cancels the project before the 50% completion milestone, based on documented work completed to date.
• A full or partial refund will be issued if Intecpro LLC demonstrably fails to deliver the agreed scope and no viable corrective alternative can be implemented within a reasonable remediation period (maximum 30 days).

3.2 Technical Training & Workshops

• If a training session cannot be conducted due to causes attributable to Intecpro LLC (instructor unavailability, technical failure on our end), the Client will be offered a rescheduled session at no additional cost, or a full refund of the session fee.
• If the Client cancels a scheduled training session with more than 48 hours notice, a full credit toward a future session will be issued.
• Cancellations made with less than 48 hours notice are non-refundable, as instructor time and materials have been reserved and prepared.
• No-shows without prior notice are non-refundable.

3.3 IT Consulting & Professional Services

• Consulting services are billed based on time and expertise delivered. Hours already worked are non-refundable.
• If a consulting engagement is terminated by the Client before completion, a final invoice will be issued for work completed to the termination date. Any prepaid amounts exceeding work completed will be refunded within 10 business days.
• If deliverables (reports, assessments, recommendations) are demonstrably incomplete or factually erroneous due to Intecpro error, a corrected deliverable will be provided at no cost, or a partial refund will be negotiated.

3.4 Domain Hosting & Recurring Subscriptions

• Hosting and subscription services are billed in advance for the contracted period. Partial period refunds are not issued for cancellations mid-cycle.
• Cancellation of a recurring subscription takes effect at the end of the current billing cycle. The service remains active and accessible until that date.
• If a hosting service experiences unplanned downtime exceeding 99.0% monthly uptime SLA, the Client is entitled to a pro-rated service credit for the affected period, applied to the next invoice.
• Domain registration fees are non-refundable once processed with the registry, as these are costs passed directly to the domain registry authority.

3.5 Physical Hardware Products & Equipment

• Physical products (servers, POS terminals, biometric devices, barcode scanners, networking equipment, etc.) are subject to manufacturer warranty terms.
• Factory defects confirmed within 30 days of delivery: Intecpro will coordinate replacement or repair with the manufacturer at no cost to the Client.
• Shipping damage: Must be reported within 5 business days of receipt with photographic evidence. Intecpro will coordinate a replacement or file a carrier claim on the Client's behalf.
• Returns for non-defective products are accepted within 15 days of delivery if: (a) the product is unused and in original packaging, (b) a valid reason is provided, and (c) Intecpro LLC approves the return in writing. Return shipping costs are the Client's responsibility.
• Products damaged due to misuse, incorrect installation, power surges, or environmental factors are not covered under this Policy or manufacturer warranty.
• Custom-ordered or special-import equipment that is non-stock is non-returnable once shipped from the source.

4. Non-Refundable Items and Services

The following are explicitly non-refundable under all circumstances:

• Third-party software licenses, API access fees, or platform subscriptions procured on the Client's behalf.
• Domain registration and renewal fees once processed.
• Rush or expedited service premiums.
• Completed training sessions where the Client participated.
• Consulting hours already delivered and documented.
• Custom-import or special-order hardware once shipped.
• Any service where the Client has approved and accepted a deliverable in writing.
• Processing fees charged by payment processors (PayPal, dLocal GO, Paydiverse), which are non-recoverable and not within Intecpro's control.

5. Service Cancellation Terms

The Client may request cancellation of any active service or project at any time by submitting a written cancellation request to info@intecpro.com. The following conditions apply upon cancellation:

• Project-Based Services: A final statement of work completed will be prepared and invoiced. Any deposit or advance exceeding the value of completed work will be refunded within 10 business days of the cancellation date.
• Recurring Subscriptions: Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused days within a paid period.
• Hardware Orders in Transit: Orders that have already shipped cannot be cancelled. The Client must receive the shipment and initiate a return under Section 3.5 of this Policy.
• Notice Period: For ongoing managed services or retainer agreements, a minimum 30-day written notice of cancellation is required unless otherwise specified in the individual service agreement.

Intecpro LLC reserves the right to cancel or suspend services in cases of non-payment, abusive conduct toward staff, or violation of our Terms & Conditions, without obligation to issue a refund for prepaid periods in cases of policy violation.

6. Payment Disputes and Chargebacks

We strongly encourage Clients to contact us directly at info@intecpro.com before initiating a payment dispute or chargeback through a payment processor or bank. Most concerns can be resolved quickly and amicably through direct communication.

Regarding chargebacks and payment disputes:

• Unauthorized Chargebacks: If a Client initiates a chargeback for a legitimate, delivered service or product, Intecpro LLC will provide all relevant documentation to the payment processor (PayPal, dLocal GO, Paydiverse, or issuing bank) to contest the dispute, including signed agreements, delivery confirmations, and communication records.
• Chargeback Fees: In the event a chargeback is ruled in Intecpro's favor, the Client will be responsible for any chargeback processing fees imposed by the payment processor.
• Account Suspension: Accounts with active, unresolved unauthorized chargebacks may be suspended until the dispute is resolved.
• Fraudulent Chargebacks: Intentionally fraudulent chargebacks for services demonstrably rendered may be reported to applicable fraud prevention authorities.

7. Refund Processing and Timelines

When a refund is approved, it will be processed as follows:

• Payment Method: Refunds are issued via the same payment method used for the original transaction (PayPal, bank transfer, credit/debit card via dLocal GO or Paydiverse, as applicable).
• Processing Time: Refunds are initiated by Intecpro LLC within 5 business days of approval. Actual credit to the Client's account depends on the payment processor and financial institution, typically 5–15 additional business days.
• Currency: Refunds are issued in the same currency as the original payment (USD). Intecpro is not responsible for currency conversion losses incurred by the Client's financial institution.
• Partial Refunds: Where a partial refund is applicable, Intecpro will provide a detailed breakdown of the amount refunded and the basis for any deductions.

8. Formal Claim Process

To submit a refund request or formal complaint, please follow this process:

1. Submit a Written Request: Email info@intecpro.com with the subject line "Refund Request – [Your Name / Project Reference]". Include: your full name, company, contact email, order or project reference number, date of purchase, description of the issue, and the resolution you are requesting.
2. Acknowledgment: You will receive an acknowledgment of your request within 2 business days.
3. Review Period: Our team will evaluate your case within a maximum of 5 business days of acknowledgment. Complex cases involving hardware defects or disputed deliverables may require up to 10 business days.
4. Resolution Notification: You will receive a written decision by email detailing the outcome: approval (full or partial refund), denial with reasoning, or an alternative resolution offer.
5. Escalation: If you are not satisfied with the initial resolution, you may request escalation to senior management by replying to the resolution email with the subject "Escalation Request." Senior review will be completed within 5 additional business days.

9. Governing Law and Jurisdiction

This Policy is governed by the laws of the State of Delaware, United States of America, without regard to its conflict of law provisions. Any disputes arising from this Policy that cannot be resolved through our internal claim process shall be subject to the exclusive jurisdiction of the courts of the State of Delaware.

International Clients acknowledge that by engaging Intecpro LLC's services, they consent to Delaware law governing any commercial dispute, and waive any objection to the jurisdiction or venue of Delaware courts.

10. Policy Updates

Intecpro LLC reserves the right to modify this Policy at any time. Changes are effective immediately upon publication on this page. The "Last Updated" date will reflect the most recent revision. Material changes that affect existing Client rights will be communicated via email where possible.

For questions about this Policy, contact us at info@intecpro.com.