Refund Policy

1. General Refund Policy

62ools offers refunds for our services under specific circumstances. This policy applies to all purchases made through our platform, including website creation services, hosting, and domain registration.

1.1 Eligibility

To be eligible for a refund, you must:

• Submit your refund request within 30 days of your initial purchase
• Have not used more than 50% of the service period
• Provide a valid reason for the refund request
• Have not violated our Terms of Service

2. Refundable Services

2.1 Website Creation Services

Full refunds are available for website creation services if:

• The service has not been delivered or completed
• There are technical issues that we cannot resolve within 7 days
• The delivered service does not match the agreed specifications
• You cancel the service before work begins

2.2 Hosting Services

Hosting service refunds are available if:

• You cancel within 30 days of purchase
• We fail to provide the promised uptime (less than 99% availability)
• There are security breaches due to our negligence

2.3 Domain Registration

Domain registration fees are generally non-refundable due to the nature of domain registration. However, refunds may be considered if:

• The domain registration fails due to our technical error
• The domain is not available but was shown as available during purchase

3. Non-Refundable Services

The following services are not eligible for refunds:

• Completed Websites: Once a website has been completed and delivered to the customer, it is not eligible for refunds
• Custom development work that has been completed and delivered
• Services used for more than 50% of the service period
• Third-party services and licenses
• Services terminated due to Terms of Service violations
• Services where the customer has provided incorrect information

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

• Contact our support team at support@62ools.com
• Provide your order number and reason for the refund
• Include any relevant documentation or screenshots
• Allow 3-5 business days for our team to review your request

4.2 Refund Processing Time

Once your refund is approved:

• Refunds will be processed within 5-10 business days
• Refunds will be issued to the original payment method
• Bank transfers may take additional 3-5 business days
• You will receive a confirmation email once the refund is processed

5. Partial Refunds

In some cases, we may offer partial refunds based on:

• The amount of service already consumed
• The nature of the issue or complaint
• The time remaining in your service period
• Any additional costs we have incurred

6. Service Cancellation

6.1 Customer Cancellation

You may cancel your service at any time by:

• Contacting our support team
• Providing 30 days written notice
• Understanding that cancellation does not automatically entitle you to a refund

6.2 Service Termination by 62ools

We may terminate your service if:

• You violate our Terms of Service
• You fail to pay for services
• You engage in illegal activities
• You abuse our services or support team

7. Dispute Resolution

If you disagree with our refund decision, you may:

• Request a review by our management team
• Provide additional documentation or evidence
• Seek mediation through a third-party dispute resolution service
• Contact relevant consumer protection agencies in your jurisdiction

8. Special Circumstances

8.1 Force Majeure

We are not liable for refunds due to circumstances beyond our control, including but not limited to natural disasters, government actions, or internet outages.

8.2 Technical Issues

If you experience technical issues, we will make every effort to resolve them. Refunds will only be considered if we cannot resolve the issue within a reasonable time frame.

8.3 Force Majeure Contact

In case of force majeure situations or other exceptional circumstances that may affect your service, please contact us directly via WhatsApp for immediate assistance:

9. Contact Information

For refund requests or questions about this policy, please contact us:

• Email: support@62ools.com
• WhatsApp: +62 851-5600-8633 (for urgent matters and force majeure)
• Subject Line: "Refund Request - [Your Order Number]"
• Response Time: Within 24 hours during business days
• Business Hours: Monday-Friday, 9:00 AM - 6:00 PM WIB

10. Policy Updates

We reserve the right to update this refund policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically.