1. Introduction

At FutureDevHub, we are committed to ensuring our clients' satisfaction with our cloud services, mobile development, and game creation solutions. This Refund Policy outlines the conditions under which we issue refunds for our services. By engaging our services, you agree to the terms of this policy.

2. Service-Specific Refund Policies

2.1 Cloud Services

For our cloud infrastructure services:

• Setup and Implementation: Due to the customized nature of cloud infrastructure setup, these services are generally non-refundable once work has begun. However, if we fail to deliver according to the agreed specifications, a partial refund may be issued proportional to the incomplete work.
• Ongoing Cloud Services: For subscription-based cloud services, we offer prorated refunds for the unused portion of the service period if you decide to cancel. Refund requests must be submitted in writing at least 14 days before the end of the current billing cycle.
• Service Outages: In case of service outages exceeding the thresholds defined in our Service Level Agreement (SLA), compensation will be provided as specified in the SLA, which may include service credits or partial refunds.

2.2 Mobile Development Projects

For our mobile application development services:

• Project Initiation Phase: If you cancel during the project initiation phase (before design approval), we will refund 70% of the initial deposit. The remaining 30% covers our administrative costs, initial consultations, and preliminary work.
• Development Phase: Once development has begun, refunds will be calculated based on the percentage of work completed and expenses incurred. Typically, only the portion corresponding to uncompleted work may be eligible for a refund, minus a 20% administrative fee.
• Post-Delivery: After the final deliverables have been provided, no refunds will be issued for development services. However, if the deliverables do not meet the agreed specifications, we will work to address the issues at no additional cost within our warranty period (30 days after delivery).

2.3 Game Development Projects

For our game creation services:

• Concept and Design Phase: If you cancel during the concept and design phase, we will refund 60% of the initial payment. The remaining 40% covers our creative work, consultations, and preliminary designs.
• Development Phase: During active development, refunds will be calculated based on the milestone completion status. Only payments for uncompleted milestones may be eligible for a refund, minus a 25% administrative and resource allocation fee.
• Final Delivery: After the game has been delivered, no refunds will be issued. However, we offer a 45-day warranty period during which we will fix bugs and issues that prevent the game from functioning as specified at no additional cost.

3. Circumstances for Full or Partial Refunds

We may issue full or partial refunds under the following circumstances:

• Service Not Provided: If we fail to provide the service as described in our agreement.
• Major Defects: If our deliverables contain major defects that we cannot or will not remedy within a reasonable timeframe.
• Service Discontinuation: If we discontinue a service before the end of your paid subscription period (for ongoing services).
• Duplicate Charges: If you were charged multiple times for the same service.
• Exceptional Circumstances: In rare cases where external factors beyond the control of either party make continuation of the project impossible.

3.1 Calculation of Partial Refunds

Partial refunds are typically calculated based on the following formula:

Refund Amount = (Total Payment) - (Value of Completed Work) - (Administrative Fee)

The value of completed work is determined based on our standard hourly rates and the proportion of completed deliverables as outlined in the project plan.

4. Non-Refundable Services and Expenses

The following are generally non-refundable:

• Third-Party Costs: Expenses paid to third-party providers (e.g., licenses, API access, hosting fees) that cannot be recovered.
• Completed Work: Any portion of the work that has been completed according to specifications and approved by you.
• Rush Fees: Additional fees paid for expedited service.
• Custom Development: Highly customized elements created specifically for your project that cannot be repurposed.
• Training and Support: Training sessions that have already been conducted and support services that have already been provided.

5. Refund Request Process

To request a refund, please follow these steps:

1. Submit your refund request in writing to finance@futuredevhub.de.
2. Include your order/invoice number, project name, and the reason for requesting a refund.
3. Provide any relevant documentation supporting your refund request.
4. Our team will review your request within 5 business days and may contact you for additional information.
5. If your refund request is approved, the refund will be processed within 10 business days using the original payment method when possible.

5.1 Refund Request Timeframe

Refund requests must be submitted within the following timeframes:

• For one-time services: Within 14 days of service completion or the identification of a major issue.
• For ongoing subscription services: At least 14 days before the end of the current billing cycle.
• For project-based work: Within the specific timeframes outlined in sections 2.1 through 2.3, depending on the service type.

6. Payment Processing and Currency

Refunds will be processed through the same payment method used for the original transaction whenever possible. If this is not possible, an alternative refund method may be arranged.

All refunds are issued in Euros (€). If your original payment was made in a different currency, the refund amount may differ from your original payment due to exchange rate fluctuations and processing fees.

6.1 Refund Processing Time

Once approved, refunds typically process as follows:

• Credit/Debit Card: 5-10 business days
• Bank Transfer: 7-14 business days
• PayPal: 3-5 business days

Please note that while we process refunds promptly, the timing of when the refund appears in your account depends on your financial institution and is beyond our control.

7. Dispute Resolution

If you disagree with our decision regarding your refund request, please contact us to discuss the matter further. We aim to resolve all disputes amicably through direct communication.

If we cannot reach a mutually satisfactory resolution, the dispute will be handled according to the dispute resolution procedures outlined in our Terms and Conditions.

For clients based in the European Union, you may also have the right to use the EU Online Dispute Resolution platform, which can be accessed at https://ec.europa.eu/consumers/odr.

8. 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.

9. Contact Us

If you have any questions about this Refund Policy, please contact us at:

FutureDevHub
Harri-Hein-Ring 39
33085 Ettlingen, Germany
Email: finance@futuredevhub.de
Phone: +49 9342 4567953