Refund Policy
Software Services & CRM Product
1. General Policy
We are committed to customer satisfaction. Due to the digital nature of our software services and CRM product, refunds are handled differently than for physical goods. Once access, downloads, or setup is complete, the software service is considered "used."
2. Eligibility for Refund
Refunds are generally available only under the following conditions:
- Trial Period Guarantee: All products and services has 30-Day Money-Back Guarantee. You may request a full refund within this period.
- Major Technical Failure: If the software or CRM product experiences a major, critical bug that prevents essential core functionality, and our technical support team is unable to provide a functional fix or satisfactory workaround within 10 business days of being notified.
- Service Non-Delivery: If we fail to provide the service or setup within the promised timeframe (where applicable), and you choose to cancel before we commence the work.
3. Non-Refundable Items (No Refunds)
We do not offer refunds in the following situations:
- Change of Mind: You simply changed your mind after the purchase.
- Lack of Usage: You purchased the software or service but did not use it.
- Feature Disappointment: The software lacked a feature you assumed it had (provided the feature was not explicitly advertised).
- Service Completion: Setup, customization, or consulting services have been fully rendered and accepted by the client.
- Subscription Renewals: Your subscription automatically renewed, and you failed to cancel before the renewal date.
4. How to Request a Refund
To request a refund, you must follow these steps:
Contact Support: Send an email to refund@xact-solutions.com or refund@xact-crm.com (for CRM).
Provide Details: Include your Order Number, the Date of Purchase, and a detailed description of the reason for the refund request (e.g., which major bug is affecting the service).
Cooperation: You must cooperate with our technical support team to allow them to attempt to diagnose and resolve the issue before a refund is considered under the 'Major Technical Failure' condition.
5. Refund Processing
If your refund request is approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.
Upon issuing a refund, your access to the software and services will be immediately terminated.