1. Overview
At THESLA CLOUD (Thesla Cloud Services), we are committed to customer satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for our services. We encourage you to review this policy carefully before purchasing our services.
Our refund policy is designed to be fair to both our clients and our business, ensuring that you receive quality services while protecting the work and resources invested by our team.
2. Subscription Services Refunds (Thesla Social)
2.1 7-Day Money-Back Guarantee
For all Thesla Social subscription plans (Basic, Standard, and Premium), we offer a 7-day money-back guarantee from the date of your initial subscription purchase.
- Eligibility: First-time subscribers only
- Condition: Must be requested within 7 days of initial payment
- Refund Amount: 100% of the subscription fee paid
- Service Usage: Applies even if services have been partially used
2.2 Monthly Subscriptions
For monthly subscription plans:
- Full refund available within the first 7 days of the initial subscription
- After 7 days, no refund for the current billing period
- You may cancel at any time; service continues until the end of the current billing period
- No refund for partial months of service
2.3 Annual Subscriptions
For annual subscription plans:
- Full refund available within 7 days of purchase if no services have been rendered
- After 7 days, refunds are prorated based on unused months (minus a 15% administrative fee)
- Minimum 30 days of service must be completed before cancellation
- Refund calculated as: (Unused months / 12) × Annual fee - 15% admin fee
2.4 Renewal Refunds
If you forget to cancel before renewal and are charged for a new billing period, you may request a refund within 48 hours of the renewal charge, provided you have not accessed or used the services in the new billing period.
3. Development Project Refunds (Thesla Design & Dev)
3.1 Starter Package ($500)
- Before Work Begins: 100% refund if requested before project initiation
- During Development: Partial refund based on work completed (assessed by project manager)
- After Delivery: No refund once final deliverables are provided and approved
- Revision Period: Free revisions within 14 days of delivery; no refund during revision period
3.2 Professional Package ($1,500)
- Deposit: 50% deposit required; non-refundable once work begins
- Milestone-Based: Refunds calculated based on incomplete milestones
- Completed Milestones: No refund for approved and completed project phases
- Final Delivery: No refund after final approval and handover
3.3 Enterprise Package ($3,000+)
- Custom Agreement: Refund terms outlined in project contract
- Milestone Payments: Each milestone payment is non-refundable once that phase is completed
- Project Cancellation: Client may cancel; refund limited to unstarted milestones minus 20% cancellation fee
- Scope Changes: Additional work is non-refundable
3.4 Custom Development Work
For custom development projects, refunds are determined on a case-by-case basis considering:
- Percentage of work completed
- Resources allocated and time invested
- Third-party costs incurred (hosting, licenses, etc.)
- Deliverables already provided
4. Refund Conditions and Eligibility
4.1 Eligible Refund Scenarios
Refunds may be issued in the following circumstances:
- Service Not Delivered: If we fail to deliver agreed-upon services
- Technical Issues: If technical problems on our end prevent service delivery
- Misrepresentation: If services significantly differ from what was advertised
- Duplicate Charges: If you were charged multiple times for the same service
- Unauthorized Charges: If charges were made without your authorization
- Within Guarantee Period: Requests made within the 7-day money-back guarantee window
4.2 Partial Refunds
Partial refunds may be issued when:
- Services were partially delivered but not completed
- Quality of deliverables does not meet agreed-upon standards (subject to review)
- Project is cancelled mid-development
- Annual subscription is cancelled after the 7-day period
4.3 Refund Evaluation
All refund requests are evaluated individually. We reserve the right to approve or deny refund requests based on the specific circumstances, service usage, and compliance with our terms of service.
5. Non-Refundable Items and Services
5.1 Non-Refundable Services
The following are non-refundable under any circumstances:
- Completed Work: Any work that has been completed, delivered, and approved by the client
- Third-Party Costs: Domain registrations, hosting fees, software licenses, stock images, or other third-party services purchased on your behalf
- Custom Development: Custom code, designs, or content created specifically for your project after approval
- Consultation Services: Time spent in consultations, strategy sessions, or meetings
- Training Services: Training sessions or educational services already provided
- Setup Fees: One-time setup or onboarding fees
- Ad Spend: Advertising budget spent on social media platforms or other advertising channels
5.2 Services Used
If you have actively used our services (e.g., posts published, content created, analytics reports generated) beyond the 7-day guarantee period, those services are considered delivered and are non-refundable.
5.3 Violation of Terms
No refunds will be issued if your account is terminated due to violation of our Terms and Conditions, including but not limited to fraudulent activity, abuse of services, or breach of contract.
6. Refund Request Process
6.1 How to Request a Refund
To request a refund, please contact us at contact@theslacloud.com with the following information:
- Provide Information: Include your name, account email, invoice number, and reason for refund
- Explain Circumstances: Provide a detailed explanation of why you're requesting a refund
- Submit Documentation: Include any relevant documentation or evidence supporting your request
6.2 Required Information
Your refund request must include:
- Full name and account email address
- Service or package purchased
- Date of purchase and transaction/invoice number
- Detailed reason for refund request
- Preferred refund method (original payment method or alternative)
6.3 Review Process
Once we receive your refund request:
- We will acknowledge receipt within 1-2 business days
- Our team will review your request within 5-7 business days
- You will receive a decision via email
- If approved, refund processing will begin immediately
- If denied, we will provide a detailed explanation
7. Refund Processing and Timeline
7.1 Processing Time
Once a refund is approved:
- Credit/Debit Cards: 5-10 business days to appear in your account
- PayPal: 3-5 business days
- Wire Transfer: 7-14 business days (international may take longer)
- Other Payment Methods: Varies by provider, typically 5-10 business days
7.2 Refund Method
Refunds are typically issued to the original payment method used for the purchase. If this is not possible, we will work with you to arrange an alternative refund method.
7.3 Currency and Fees
- Refunds are issued in the original currency of the transaction
- Any currency conversion fees charged by your bank are your responsibility
- Payment processing fees (typically 2-3%) are non-refundable
- International wire transfer fees may be deducted from the refund amount
8. International Payments and Refunds
8.1 International Transactions
For international clients:
- Refunds are processed in the original transaction currency
- Exchange rate fluctuations may result in a different amount than originally paid
- International transaction fees are non-refundable
- Wire transfer fees may apply and will be deducted from the refund
8.2 VAT and Taxes
If applicable taxes (VAT, GST, etc.) were charged on your purchase, these will be refunded according to local tax regulations. You may need to consult with your tax advisor regarding tax treatment of refunds.
9. Cancellation Policy
9.1 Subscription Cancellation
You may cancel your subscription at any time:
- Log into your account and navigate to subscription settings
- Click "Cancel Subscription" and follow the prompts
- Or email info@theslacloud.com to request cancellation
- Service continues until the end of the current billing period
- No refund for the current billing period (unless within 7-day guarantee)
9.2 Project Cancellation
For development projects:
- Client may cancel at any time by providing written notice
- Refund calculated based on work completed and resources invested
- Cancellation fee may apply (typically 20% of remaining project value)
- All work completed up to cancellation point becomes client property upon payment of outstanding invoices
9.3 Our Right to Cancel
We reserve the right to cancel services and issue a full refund if:
- We are unable to deliver the promised services
- There is a fundamental incompatibility with project requirements
- Client violates our Terms and Conditions
- Client provides false or misleading information
11. Dispute Resolution
If you are not satisfied with our refund decision, you may:
- Request a review by our senior management team
- Provide additional information or documentation to support your case
- Initiate a chargeback with your payment provider (as a last resort)
We encourage you to work with us directly to resolve any issues before initiating a chargeback, as this helps us improve our services and maintain a positive relationship with our clients.