Refunds & Returns Policy

Effective Date: September 24, 2025

1. Introduction

Welcome to CloudBuildTech. This Refunds and Returns Policy (“Policy”) outlines the process, conditions, and timeframes for requesting refunds for our digital products and services, including AWS setup and maintenance, CI/CD DevOps maintenance, and web design and maintenance, offered to Small & Medium-Sized SaaS Startups through our website at www.CloudBuildTech.com (the “Website”). As our products are digital and customized, this Policy is designed to be clear, fair, and transparent for both our customers (“you” or “Client”) and CloudBuildTech (“we,” “us,” or “our”).

Our goal is to ensure customer satisfaction while maintaining reasonable business practices. If you have any questions about this Policy, please contact us at:

  • Business Name: CloudBuildTech
  • Address: Project 6, Quezon City, Philippines
  • Email: [email protected]

2. Nature of Our Digital Products

CloudBuildTech provides digital services and deliverables, such as:

  • AWS Setup and Maintenance: Configuration and ongoing management of Amazon Web Services (AWS) infrastructure.
  • CI/CD DevOps Maintenance: Implementation and support for Continuous Integration/Continuous Deployment pipelines.
  • Web Design and Maintenance: Custom website design, development, and ongoing support.

These are intangible, digital products delivered electronically (e.g., through software configurations, access credentials, or digital files). Due to their customized and non-physical nature, refunds are subject to specific conditions outlined below.

3. Eligibility for Refunds

We offer refunds under certain circumstances to ensure fairness. You may be eligible for a refund if:

  • Non-Delivery: The agreed-upon digital product or service (as outlined in the Service Agreement) was not delivered within the specified timeframe due to our error.
  • Defective Service: The delivered product or service is materially defective (e.g., AWS setup does not function as agreed in the Service Agreement) and we are unable to remedy the issue within a reasonable period.
  • Cancellation Before Delivery: You cancel the service before we begin substantial work, as defined in the Service Agreement.

Refunds Are Not Available For:

  • Services or deliverables already completed and accepted by you.
  • Issues arising from your failure to provide necessary information, access, or materials required for us to deliver the service.
  • Changes in your business needs or preferences after work has begun.
  • Third-party service issues (e.g., AWS outages or third-party software limitations) beyond our control.

All refund requests are evaluated on a case-by-case basis, in accordance with the Service Agreement and this Policy.

4. Refund Request Process

To initiate a refund request, please follow these steps:

  1. Contact Us: Email us at [email protected] with the subject line “Refund Request.” Include the following details:
    • Your full name and contact information.
    • Order or project reference number (from the Service Agreement or invoice).
    • Description of the issue (e.g., non-delivery or defective service).
    • Any supporting documentation (e.g., screenshots or correspondence).
  2. Review Period: We will acknowledge your request within 3 business days and may request additional information to assess eligibility.
  3. Resolution: We will evaluate your request and respond within 7 business days. If approved, we will process the refund or offer an alternative resolution (e.g., remediation of the service). If denied, we will provide a clear explanation.

5. Timeframe for Refund Requests

  • Non-Delivery: Refund requests must be submitted within 14 days of the agreed delivery date specified in the Service Agreement.
  • Defective Service: Requests must be submitted within 7 days of receiving the digital product or service, allowing us a reasonable opportunity to address the issue.
  • Cancellation Before Delivery: Requests must be made before substantial work begins, as defined in the Service Agreement (typically before 25% of the project is completed).

Late requests may not be eligible unless exceptional circumstances apply, at our discretion.

6. Refund Methods and Fees

  • Refund Method: Refunds will be issued to the original payment method (e.g., credit card, PayPal, or bank transfer) used for the purchase. If this is not possible, we will coordinate an alternative method with you.
  • Processing Time: Approved refunds will be processed within 10 business days of approval. The time for funds to appear in your account depends on your payment provider.
  • Fees: No additional fees will be charged for processing refunds. However, you are responsible for any bank or transaction fees imposed by your payment provider. If a partial refund is issued (e.g., for partially completed work), the amount will be proportional to the work not yet delivered, as outlined in the Service Agreement.

7. Specific Product Requirements

Due to the customized nature of our digital products, the following requirements apply:

  • Verification: You must provide evidence of the issue (e.g., error logs for AWS setup, screenshots for website issues) to support your refund request.
  • Access: For defective service claims, you must grant us reasonable access to diagnose and attempt to remedy the issue before a refund is considered.
  • Acceptance: Once you formally accept a deliverable (e.g., via email confirmation or project sign-off), it is considered final, and no refunds will be issued unless a latent defect is discovered within the 7-day period.

8. Partial Refunds

In cases where partial work has been completed or delivered, we may offer a partial refund based on the value of the undelivered or defective portion of the service, as determined by the Service Agreement. For example:

  • If an AWS setup is partially completed but unusable due to our error, we may refund the portion related to undelivered components.
  • If a website design is delivered but requires minor corrections, we will prioritize remediation over a refund.

9. Non-Refundable Deposits

Some Services may require an upfront deposit, as specified in the Service Agreement. Deposits are non-refundable except in cases of non-delivery due to our fault or cancellation before substantial work begins.

10. Customer Support

Our team is here to assist with any issues related to refunds or services. For support, please contact:

  • Email: [email protected]
  • Response Time: We aim to respond to inquiries within 3 business days.
  • Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (Philippine Standard Time).

If you are dissatisfied with our response, you may escalate your concern by requesting a review by our management team via the same email address.

11. Your Responsibilities

To facilitate a smooth refund process, you agree to:

  • Provide accurate and complete information when requesting a refund.
  • Cooperate with our team to diagnose and attempt to resolve any issues before seeking a refund.
  • Adhere to the timeframes and conditions outlined in this Policy.

12. Changes to This Policy

We may update this Policy to reflect changes in our practices or legal requirements. We will notify you of significant changes via email or a notice on the Website. The updated Policy will be effective from the date posted, and continued use of our Services constitutes acceptance.

13. Governing Law

This Policy is governed by the laws of the Philippines. For EU/EEA residents, you may have additional rights under the General Data Protection Regulation (GDPR) or consumer protection laws, including the right to refer disputes