Asclepius Money Back Guarantee & Refund Policy
If you are not completely satisfied with a product or service you have purchased we want to make good on our promise! Please reply the purchase email you received as we read all replies. You may also contact us at our office in the US state of Texas by phone.
Refunds for Websites
If after purchasing a website anytime before you receive your first proof you are able to refund your purchase for 100% of the value with no cancellation fees, for up to 30 days. If however you have already received your first proof then we can only offer a partial 50% refund on the work delivered.
All clients will receive a list of required items or can submit their required items before the first proof is sent. If Asclepius is able to fulfill all the items requested to completion then the project is considered complete and no longer eligible for a refund. If the client does not respond to requests for items but insists on receiving the new website by email or phone then Asclepius will complete the site without the requested items and complete the project making it no longer eligible for a refund. A client must request in writing by email or letter post that their project must be stopped and ended. Continuing to receive posts with positive feedback, or project updates, or attached proofs, will be treated as engaged participation.
We will always determine the difference between a new website and a website update, not the client. If we find a project meets our guidelines for a new website we will inform the client that they will be receiving a new website not an update using email. While we may provide a courtesy call to the client email is our documented method of relaying messages.
Exchanges and Upgrades
Certain services or products provide upgrades or can be exchanged for different services or products. For example a payment toward a basic website can be applied to a higher tier within a 30 day timeline after project completion.
Products or routine updates can be upgraded with existing payments applied at any time within the service terms. Typically you may receive a year of support for a service like online booking, if you choose to upgrade the package to include event booking we can apply the existing payment to the upgrade or exchange.
We will communicate only with individuals that purchased the product or service. While it is not uncommon for offices to designate second points of contact to facilitate file delivery or help along the way the individual that purchased the item must be CC’d on official email correspondence and project completion items.
Refusing to respond to an email does not negate receiving correspondence nor does removing the original point of contact. This means that after receiving for example a proof or other correspondence not responding does not qualify as having not received it and will not retroactively qualify a project for a refund. If the original point of contact drops off completely and the second point of contact wants to change the project they will need to CC the original point of contact the changes, in some cases this may be determined by Asclepius to be a new project or additional service which would typically require a separate payment from the original.
Clients may always request the raw email headers showing IP address, domain, and other technical details to prove authentic correspondence for no more than 3 letters. We will typically upon request supply a raw header, for proofs, timelines, requested items, and completion notices. Meaning a client cannot request raw headers for all correspondence as some projects may have 300 or more messages without incurring a research fee determined by Asclepius.
- If we send an email and receive a failed to deliver notice we will treat the correspondence as failed to receive and try again or obtain a new email.
- If we send an email and it arrives in a spam mailbox we will accept a printed copy of the message in the spam folder with the dated information. If however it has already been moved to the inbox then we will use our best judgement to determine the validity of the case. Typically a first message is the most likely to encounter this issue as consistent communication typically does not encounter the same issue.
A prepaid item would be entitled to a full refund for the remainder of the paid term. Prepaid items will be listed as such or have a set pricing on a timeline, for example an annual hosting package would be a prepaid item.
Example of non-prepaid items would be a website purchased or business review purchased online. We do not offer these items as prepaid because they do not function or are received without being complete. They also are considered one-time purchases and not considered routine services.
Discounted Prepaid Items
It is possible to purchase the entire supply of a discounted package like a website or business review with the intention of ordering the projects at a later time. This customer would likely see an attractive price and prefer to plan ahead for long-term projects. These sales when they occur are considered final after 30 days. Meaning that unused discounted services cannot be refunded after 30 days. The order however is still good when the customer or client chooses to receive or pickup the service or order.
Print projects are those that relate to items intended for print or design projects that are measured in inches.
Clients will be made aware of print project hourly rate and or flat fees for work prior to starting it by email.
Why is this so long?
We want to provide fair terms that give you the client or business owner a clear picture of how we operate. Our view is that a quality buying experience consists of clear terms and fair treatment of all customers with a well documented refund policy in public forum.
Why is everything by email?
We of course communicate by phone as well and prompt all receiving callers that the call may be monitored or recorded for quality and training purposes.
Refund policy drafted on Tuesday, September 16, 2014