At NetLink Solutions DMR, we provide professional networking and information security services exclusively in digital form. Our deliverables include consultations, online sessions, reports, technical documents, architecture diagrams, and SLA-based support. Since these services are intangible, refunds are regulated by a specific policy.
We aim for full transparency and trust, and we want our clients to clearly understand in which cases refunds are possible.
1. Rapid Audit & Diagnostics
- A refund is available if the client has paid but the work has not yet started.
- Once the audit or diagnostics have been performed and the report delivered, the service is considered provided and no refund is possible.
- In case of technical errors or mistakes on our side, a full or partial refund may be issued.
2. Network Design & Architecture
- Design services are structured by milestones (milestone billing).
- Clients pay for each milestone separately for clarity and fairness.
- If a milestone has not yet started, its payment can be refunded.
- If the milestone is completed and the deliverables (diagrams, documentation) have been handed over, no refund is available.
3. Cloud Solutions & Security Setup
- If the work has not yet begun (e.g., VPN, Firewall, Zero Trust setup), a refund is possible.
- Once configuration or implementation has started, the service is considered delivered.
- If issues arise due to our errors, we commit to fixing them at no extra charge, but refunds are not available.
4. Managed Services & SLA Support
- Subscriptions are billed monthly.
- Clients may cancel the service before the renewal date to avoid charges for the next month.
- Refunds are not issued for already paid and ongoing periods, as resources are allocated in advance.
- In the event of critical service failures on our side (verified by logs and reports), compensation or partial refund may be offered.
5. Implementation Roadmap
- If work has not yet started, a full refund is possible.
- If the roadmap is in progress but not yet delivered, a partial refund may be granted based on completed work.
- Once the final roadmap is delivered, no refund is available.
6. Special Cases
We recognize that every situation is unique. If a client has valid reasons for requesting a refund, we will review such cases individually. Decisions will be based on the facts, the amount of work already completed, and the terms of the agreement.
Refund Timeframes
- Refund requests are processed within 5–10 business days.
- Funds are returned via the same method used for payment (credit card, PayPal, bank transfer).
How to Request a Refund
To initiate a refund, please contact our support team at support@netls-dmr.space and include:
- Contract or invoice number
- Date of payment
- Description of the service
- Reason for the refund request
We value our clients’ trust and are committed to open, transparent cooperation.