At Renovate Portugal, we are committed to providing high-quality services and ensuring customer satisfaction. This Refund Policy outlines our guidelines for refunds and cancellations for our various services, including consultations, reports, and other professional services.
By purchasing our services, you agree to the terms outlined in this Refund Policy. Please read this policy carefully to understand your rights and options regarding refunds.
1. Satisfaction Guarantee
Renovate Portugal offers a satisfaction guarantee on all our services. If you're not completely satisfied with the quality of our service, we will work with you to address your concerns and find an appropriate solution, which may include revision of deliverables, additional consultation time, or in certain cases, a partial or full refund.
This guarantee applies to both one-time consultations and ongoing service arrangements.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Service Quality Issues: If our services do not meet the standards described in our service agreement or fail to deliver the promised results
- Scheduling Issues: If we are unable to provide the service at the agreed-upon time and cannot offer a reasonable alternative
- Double Charges: If you were charged multiple times for the same service
- Service Cancellation: If you cancel your service within the cancellation period outlined below
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 7 days of service delivery for quality issues
- 48 hours of the charge date for billing errors
We strongly recommend that you review all deliverables and services promptly upon receipt to ensure timely reporting of any issues.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at refunds@renovateportugal.com, by phone at +443840222749, or through the "Contact" section on our website.
- Provide Service Details: Include your order or invoice number, the service you purchased, and the reason for your dissatisfaction.
- Documentation: If applicable, provide any relevant documentation that supports your refund request.
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Resolution: We will process your refund or offer an appropriate solution within 5-7 business days of receiving your request.
5. Cancellation Policy
Our cancellation policy varies depending on the type of service:
5.1 Consultation Services
- More than 48 hours before scheduled consultation: Full refund
- 24-48 hours before scheduled consultation: 50% refund
- Less than 24 hours before scheduled consultation: No refund, but one-time rescheduling may be offered at our discretion
5.2 Project-Based Services
- Before project commencement: Full refund minus a 10% administrative fee
- After project commencement: Partial refund based on the percentage of work completed, minus a 10% administrative fee
- After project completion: No refund except in cases of demonstrated quality issues
5.3 Subscription Services
- Subscriptions may be canceled at any time, but refunds will only be issued for unused full billing cycles
- No partial refunds will be provided for partially used billing periods
6. Refund Methods
Refunds will be processed using the original payment method used for the purchase:
- Credit/Debit Card Payments: Refunded to the original card
- Bank Transfers: Refunded to the originating bank account
- Other Payment Methods: Refunded through the original payment service or by an alternative method agreed upon by both parties
Please note that refunds may take 5-10 business days to appear in your account, depending on your financial institution's processing times.
7. Non-Refundable Items
The following are generally not eligible for refunds:
- Services that have been fully delivered and meet our quality standards
- Custom reports or analyses that have been prepared specifically for you
- Late cancellations as defined in our Cancellation Policy
- Administrative fees and taxes
8. Special Circumstances
We understand that special circumstances may arise. In cases of unexpected illness, emergency, or other extenuating circumstances, we may make exceptions to our standard refund policy at our discretion. Please contact our customer service team as soon as possible to discuss your situation.
9. Dispute Resolution
If you are dissatisfied with the resolution of your refund request, you may escalate your concern by:
- Requesting a review by a manager
- Providing additional information or documentation to support your request
- Seeking mediation through appropriate consumer protection channels
We are committed to resolving all disputes fairly and in accordance with applicable consumer protection laws.
10. 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. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
11. Contact Us
If you have any questions about this Refund Policy, please contact us:
- By email: refunds@renovateportugal.com
- By phone: +443840222749
- By mail: Flat 37 Joshua Overpass, North Harrison BT79 7AQ
