Refund Policy
REFUND POLICY - SEICOMM
Remote Technical Support Services
Effective Date: November 25, 2025
Applicable to: All SEICOMM remote technical support contracts and projects
Overview
This Refund Policy outlines the terms and conditions for requesting and receiving refunds for SEICOMM services. SEICOMM is committed to customer satisfaction and provides clear refund procedures.
Refund Eligibility
Refund Window
Standard Projects: 7 days from invoice date
Monthly Retainer: Current month + 7 days notice for cancellation
Multi-Month Contracts: 30 days from contract commencement
Valid Reasons for Refund
Refunds will be considered for the following reasons:
1. Service Non-Delivery
- Services not delivered as specified in contract/proposal
- Deliverables significantly incomplete or non-functional
2. Technical Issues
- Service consistently fails to meet quality standards
- Remote access or connection issues prevent service delivery
- Service errors directly impact project outcome
3. Unmet Requirements
- Key contractual requirements not met despite reasonable opportunity to remedy
Non-Refundable Circumstances
Refunds will NOT be granted for:
- Change of Mind: Simply deciding services are no longer needed
- Scope Changes: Client-requested changes to original scope
- External Factors: Issues beyond SEICOMM's control (Client systems, network problems)
- Implementation Issues: Problems from Client's implementation of SEICOMM recommendations
- Delayed Decisions: Delays caused by Client lack of timely response or decisions
- Third-Party Services: Issues with third-party tools or systems not controlled by SEICOMM
- Setup/Onboarding Fees: Non-refundable one-time setup costs
- Consumed Services: Services already completed and consumed (hourly support already provided)
- Custom Development: Bespoke custom work once started
- Passed Refund Window: Requests made after eligible refund period
Refund Review Process
Refund Request Procedure
Step 1: Submit Request
- Email: thfar@seicomm.group
- Include: Customer name, contract/project number, invoice number, reason
- Submit within refund window (7-30 days per contract type)
Step 2: SEICOMM Review
- SEICOMM reviews refund request (5-10 business days)
- May request additional information or documentation
- Assesses compliance with refund eligibility criteria
Step 3: Decision
- SEICOMM notifies of refund approval or denial
- Provides explanation if denied
- If approved, processes refund per timeline below
Step 4: Refund Issuance
- Approved refunds processed within 30 days
- Refund method matches original payment method when possible
Refund Decision Timeline
- Request Submission: Within refund window (7-30 days)
- Review Period: 5-10 business days
- Decision Notice: Emailed within 10 business days
- Refund Processing: 15-30 days after approval
Refund Terms & Conditions
Partial Refunds
Partial refunds may be issued for:
- Partial non-delivery of services
- Portion of retainer for unused months (prorated)
- Overpayment or billing errors
Partial refunds not issued for:
- Hourly services already consumed
- Services rendered before issue identified
- One-time setup or initiation fees
Full Refunds
Full refunds issued only if:
- Zero services delivered
- Complete service failure
- Client error in billing (duplicate charges, etc.)
- SEICOMM error or misrepresentation
Refund Deductions
The following deductions may apply to refunds:
- Payment Processing Fees: 2-3% processing costs for original charge
- Currency Exchange Losses: If refund in different currency than payment
- Tax/VAT: Where applicable per local tax laws
- Administration Fee: Up to €50 for refund processing (if applicable per contract)
Alternative to Refund
Instead of refund, SEICOMM may offer:
- Service credits for future use
- Discount on future services (e.g., 10-20% off)
- Extended service period
- Additional hours/support allocation
- Partial service to address issue
Client may accept or decline alternative offer.
Subscription & Retainer Refunds
Monthly Retainer Cancellation
Refund Policy:
- Current Month: Refund available if cancellation notice given within first 7 days
- Future Months: No refund due if contract continues
Cancellation Notice:
- Provide written notice (email to contact@seicomm.group)
- Notice must specify cancellation effective date
- Minimum notice period: 30 days before next billing cycle
Example:
- Retainer billing date: 1st of each month
- Cancellation notice given: January 15
- Effective cancellation: February 1
- January charges: Non-refundable (services rendered)
- February charges: Not charged if notice given by January 31
Multi-Month Contracts
- Early Termination: Prorated refund available within first 30 days
- After 30 Days: Non-refundable; continue to contract end or negotiate separate termination fee
Free Trial Periods
Trial Eligibility
If SEICOMM offers free trial periods:
- Trial Duration: As specified in trial offer
- No Charge: Zero cost during trial period
- Conversion: Trial may auto-convert to paid unless cancelled
- Refund: No refund necessary; simply don't convert
Converting from Trial to Paid
- Confirmation Required: Explicit confirmation before charging
- Refund Window: 7 days to cancel paid subscription and receive refund
- Cancellation: Email contact@seicomm.group to cancel before charge
How Refunds are Processed
Refund Methods
Refunds issued via:
- Original Payment Method (credit card, bank transfer) when possible
- Bank Transfer: If original method unavailable
- Store Credit: If both above unavailable
Processing Timeline
- Decision to Processing: 15-30 business days
- Bank Transfer: 3-5 business days after issuance
- Credit Card: 5-10 business days (depends on card issuer)
- International: May take 10-20 business days for overseas transfers
Refund Confirmation
Upon refund issuance:
- SEICOMM sends confirmation email
- Reference number provided for tracking
- Contact SEICOMM if not received within stated timeline
Disputes & Escalation
Unresolved Refund Issues
If dissatisfied with refund decision:
1. Contact SEICOMM: Email thfar@seicomm.group within 30 days
2. Provide Details: Full explanation of dispute
3. SEICOMM Review: Second review within 10 business days
4. Final Decision: SEICOMM notifies of final determination
Escalation Options
If still unsatisfied after SEICOMM review:
- Chargeback: Issue credit card chargeback (if applicable)
- Payment Provider Dispute: File dispute with payment processor
- Legal Action: Pursue legal remedies per Terms & Conditions governing law
Special Circumstances
Billing Errors
Duplicate Charges: Full refund of duplicate charge plus correction of invoice
Overcharge: Refund of excess amount
Currency Errors: Correction at fair exchange rate
Refund processed immediately upon confirmation of error.
Service Interruption
- Major Outage (24+ hours): Refund or credit for affected period
- Repeated Issues: Escalation to management; potential refund or service credit
Customer Circumstances
SEICOMM may consider refunds or accommodations for:
- Severe financial hardship (documented)
- Significant life circumstances (with supporting information)
- Special business circumstances
Note: These are case-by-case considerations, not guarantees.
Refund Request Template
Email to: thfar@seicomm.group
Subject: Refund Request - [Customer Name]
Customer Information:
- Name: [Your Name]
- Email: [Your Email]
- Account/Contract Number: [Number]
- Invoice Number: [Number]
Refund Details:
- Amount Requested: €[Amount]
- Service Period: [Dates]
- Original Invoice Date: [Date]
- Days Since Invoice: [Number]
Reason for Refund:
[Explain clearly why refund is being requested - use one of valid refund reasons]
Details:
[Provide specific details, documentation, or evidence]
Contact Information:
- Phone: [Your Phone]
- Preferred Communication: [Email/Phone]
Contact Information
Refund Requests & Support
Email: thfar@seicomm.group
Phone: (+33) 06 79 01 47 66
Hours: Monday-Friday, 9:00 AM - 5:00 PM CET
Mailing Address:
SEICOMM
32 allée de la Roberstsau
67000 STRASBOURG (FRANCE)
Policy Modifications
SEICOMM reserves the right to modify this Refund Policy with notice to customers. Changes effective 30 days after notification. Refund requests under prior versions processed per policy in effect at time of purchase.
Legal Compliance
This Refund Policy complies with:
- French Consumer Protection Code (Code de la Consommation)
- EU Consumer Rights Directive 2011/83/EU
- GDPR (where applicable to personal data)
- Applicable local refund and consumer protection laws
© 2025 SEICOMM - All Rights Reserved
Version 1.0 - November 25, 2025
Effective from: November 25, 2025