This Refund Policy explains when and how refunds are available for products and services provided by Solution Planet LLC. Please read this policy carefully before making a purchase.
By making a purchase, you agree to this Refund Policy. If you have questions, please contact us before purchasing.
Overview
Refund eligibility depends on the type of product or service purchased:
- Digital goods (software keys, downloads, licenses): Generally non-refundable after delivery/activation
- Services (consulting, support, turnkey production): Refundable if work has not started, subject to terms
- Rentals: Subject to cancellation fees and terms
- Subscriptions: Cancellable with prorated refunds for unused periods (if applicable)
- Physical products: Returnable within specified time windows if unused and in original packaging
Important: All refund requests must be submitted within the applicable time windows and meet eligibility criteria. Contact us promptly if you need a refund.
Digital Goods (Keys, Downloads, Licenses)
General Rule: All Sales Final
Digital products are generally non-refundable after delivery or activation because:
- Digital products cannot be "returned" once delivered
- License keys cannot be deactivated or reused
- Downloads are immediately accessible
Exceptions (Refundable Within 14 Days)
Refunds may be available in the following limited circumstances, if requested within 14 days of purchase:
- Non-delivery: Product was not delivered within 48 hours of purchase (after payment confirmation)
- Wrong product: You received a different product than ordered (must report within 24 hours)
- Defective key: License key is invalid, already used, or region-locked in a way not disclosed
- Technical incompatibility: Product is fundamentally incompatible with your system (must provide proof of system specs)
- Duplicate purchase: Accidental duplicate order (must report within 24 hours, before activation)
Non-Refundable Situations
Refunds are not available for:
- Change of mind or buyer's remorse
- Product already activated or used
- Failure to check system requirements before purchase
- Product works but doesn't meet expectations
- Price changes after purchase
- Bundled products where one item is used
Services (Consulting, Support, Turnkey Production)
Work Not Started
If you cancel before work begins:
- Full refund available if cancelled within 48 hours of order confirmation
- Partial refund (minus non-refundable costs) if cancelled more than 48 hours after confirmation but before work starts
- Non-refundable costs may include: site surveys already conducted, custom designs completed, equipment ordered specifically for your project, or administrative fees
Work Partially Completed
If work has started but is not completed:
- Refund amount = Total paid minus (a) work completed to date, (b) non-refundable costs, and (c) cancellation fees
- Work completed is valued at our standard hourly or project rates
- Cancellation fees: 10% of remaining work value (minimum $100)
- You may receive deliverables completed to date, but refund will reflect their value
Work Completed
If services are fully delivered:
- Generally non-refundable unless there is a material breach of contract
- Refunds may be available if services were not performed as agreed or were fundamentally defective
- You must report issues within 7 days of service completion
- We will investigate and may offer partial refund, re-performance, or credit
Time Windows
- Before work starts: Request within 48 hours for full refund; up to 7 days for partial refund
- After work starts: Request as soon as possible; refund amount depends on work completed
- After completion: Request within 7 days of service delivery
Equipment Rentals
Cancellation Before Delivery
If you cancel a rental before equipment is delivered:
- More than 7 days before event: Full refund minus 5% processing fee
- 4-7 days before event: 50% refund (covers committed logistics and scheduling)
- Less than 4 days before event: No refund (equipment and personnel are committed)
Early Return
If you return equipment early:
- No refund for unused rental days
- Rental period is fixed at time of order
- Early return does not reduce charges
Equipment Issues
If equipment is defective or not as described:
- Report immediately upon delivery or discovery
- We will replace equipment or provide full/partial refund
- Refund amount depends on whether replacement is possible and impact on your event
Subscriptions (If Applicable)
If we offer subscription services:
Cancellation
- You may cancel at any time through your account or by contacting us
- Cancellation takes effect at the end of the current billing cycle
- You retain access until the end of the paid period
Refunds
- Within 14 days of initial subscription: Full refund for unused portion
- After 14 days: No refunds for current or past billing periods
- Annual subscriptions: Prorated refund available if cancelled within 30 days
Physical Products (Future-Proof Section)
If we offer physical products now or in the future:
Return Eligibility
Physical products may be returned within 30 days of delivery if:
- Product is unused and in original condition
- Original packaging is intact and included
- All accessories, manuals, and components are included
- Product is not a custom or personalized item
- Return is not for a product excluded from returns (e.g., consumables, software with opened seal)
Return Process
- Contact us to obtain a Return Merchandise Authorization (RMA) number
- Include RMA number with returned item
- Ship to address provided (customer responsible for return shipping unless product is defective)
- We will inspect upon receipt and process refund within 10 business days
Refund Amount
- Full refund of product price (excluding original shipping costs)
- If product is defective or wrong item: full refund including shipping
- If product is damaged due to customer misuse: no refund
Chargebacks & Payment Disputes
Important: Initiating a chargeback or payment dispute should be a last resort. Please contact us first to resolve issues.
Impact of Chargebacks
If you initiate a chargeback:
- Your account may be immediately suspended or terminated
- We may dispute the chargeback with evidence of service delivery
- You may be liable for chargeback fees ($25-$100) if the chargeback is found invalid
- Future orders may be restricted or require prepayment
Resolution Process
Before initiating a chargeback:
- Contact us at info@solutionplanetusa.com with your order number and issue
- Allow us 5-7 business days to respond and attempt resolution
- We will work with you to find a fair solution
- Chargebacks should only be used if we fail to respond or resolve legitimate issues
How to Request a Refund
Step 1: Contact Us
Email us at info@solutionplanetusa.com with:
- Subject line: "Refund Request - [Order Number]"
- Your order number or transaction ID
- Reason for refund request
- Supporting documentation (screenshots, error messages, etc.)
- Your contact information
Step 2: Review
We will:
- Review your request within 2-3 business days
- Verify eligibility based on this policy
- Request additional information if needed
- Notify you of our decision
Step 3: Processing
If approved:
- Refund will be processed to the original payment method
- Processing time: 5-10 business days (may vary by payment processor)
- You will receive email confirmation when refund is processed
- For digital products: access will be revoked upon refund
Refund Timing
Refund processing times:
- Review period: 2-3 business days after request submission
- Processing time: 5-10 business days after approval
- Credit card refunds: 5-10 business days (appears on statement within 1-2 billing cycles)
- Bank transfers: 7-14 business days
- PayPal: 3-5 business days
Refunds are processed to the original payment method. If that method is no longer available, contact us to arrange an alternative.
Fraud & Abuse Prevention
We reserve the right to deny refunds in cases of:
- Fraudulent or suspicious activity
- Abuse of refund policy (repeated refund requests, pattern of returns)
- Violation of Terms of Service
- Use of stolen payment methods
- False or misleading refund claims
We may investigate refund requests and may require additional verification. Accounts associated with fraudulent refund requests may be terminated and reported to authorities.
Contact Us
For refund requests or questions about this policy:
Solution Planet LLC
11801 Pierce St, Ste 200
Riverside, CA 92505
United States
Email: info@solutionplanetusa.com
Please include "Refund Request" in the subject line and your order number in the message.
Related Policies: Please also review our Terms of Service and Privacy Policy.
