Our Refund Policy

At MONIMO LLP, we take immense pride in delivering exceptional automated outreach services to our valued customers across the globe. We understand that every business has unique requirements, and there may be instances where our services do not meet your expectations entirely. In such cases, we are committed to providing fair, transparent, and customer-friendly refund options. This comprehensive refund policy outlines the terms, conditions, and procedures under which you may be eligible for a refund.

Refund Eligibility

You may be eligible for a refund under the following circumstances:

• 7-Day Money-Back Guarantee: If you are not satisfied with our services for any reason whatsoever, you can cancel your subscription within the first 7 days of purchase, and we will issue a full refund, no questions asked. This policy applies to both new and existing customers, regardless of the subscription plan or service purchased.
• Technical Issues: If you encounter any technical issues, bugs, or errors with our services that our dedicated support team is unable to resolve within a reasonable timeframe (e.g., 48 hours for critical issues, 72 hours for non-critical issues), you may be eligible for a partial or full refund, depending on the severity of the issue and the impact on your business operations. We will assess each case individually and strive to provide a fair and proportionate refund based on the extent of the problem and the services rendered.
• Service Delivery Failure: If we fail to deliver the promised services or if the services are significantly different from what was advertised, described, or agreed upon in our sales materials, proposals, or contracts, you may be eligible for a partial or full refund. The refund amount will be determined based on the extent of the discrepancy and the impact on your business. For example, if we promised to send 6,000 personalized emails per month, but only delivered 3,000 emails without a valid reason, you may be eligible for a 50% refund for that month’s service on a pro-rata basis.
• Quality Concerns: If you are not satisfied with the quality of our services or the results obtained, despite our best efforts to address your concerns and provide reasonable solutions, you may be eligible for a partial refund. The refund amount will be calculated based on the proportion of services used or the remaining subscription period.

Refund Process

To request a refund, please follow these steps:

1. Contact our dedicated customer support team at reachus@mailercraft.com with the following information:
   • Your name and contact details
   • The date of purchase and the specific service or subscription plan
   • A detailed explanation of the reason for requesting a refund, including any relevant supporting documentation, screenshots, error messages, or communication logs
   • The desired refund amount or percentage, based on the circumstances
   • Any additional information or context that may support your refund request
2. Our team will review your refund request thoroughly and respond within 2 business days, either requesting additional information or providing a decision on the refund eligibility and amount.
3. If your request is approved, we will process the refund within 5-7 working days, and the refunded amount will be credited to the original payment method used for the purchase. If the original payment method is no longer valid or available, we will work closely with you to find an alternative refund method that is convenient and secure.

Please note that refunds may take longer to process during peak periods, holidays, or unforeseen circumstances beyond our control. In such cases, we will keep you informed about the status of your refund and provide regular updates.

Refund Limitations

While we strive to provide refunds whenever possible and to the greatest extent feasible, there are certain limitations and exceptions to our refund policy. Refunds may not be applicable or may be subject to restrictions in the following cases:

• Extensive Service Usage: If you have already used a significant portion of our services (e.g., more than 75% of the subscription period or service credits), we may only offer a partial refund based on the remaining unused portion. For example, if you purchased a 12-month subscription and request a refund after 10 months, we may only refund the remaining 2 months’ worth of charges, unless there are exceptional circumstances that warrant a higher refund amount.
• Delayed Refund Requests: If the request for a refund is made after the specified refund period has elapsed (e.g., more than 30 days after the purchase date for non-subscription services, or more than 7 days for subscription services), we may not be able to process the refund. However, we will review each case individually and may make exceptions based on the specific circumstances and the validity of the refund request.
• External Factors: If the issue or dissatisfaction is caused by factors beyond our reasonable control, such as internet connectivity problems, hardware/software issues on your end, or third-party service disruptions, we may not be able to offer a refund. However, we will investigate the matter thoroughly and may provide alternative solutions, support, or accommodations to address the issue.
• Unrelated Feature Requests: If the refund request is related to features, functionalities, or services that were not explicitly promised, advertised, or included as part of the purchased plan or agreement, we may not be able to process the refund. However, we value customer feedback and will consider incorporating such suggestions in future updates, product offerings, or service enhancements.
• Violations of Terms of Service: If the customer has violated our terms of service, end-user license agreement, or engaged in any fraudulent, abusive, or illegal activities, we reserve the right to deny a refund request and take appropriate actions as per our policies and applicable laws.

Please note that refunds are at our discretion, and we reserve the right to deny a refund request if it is deemed unreasonable, lacks sufficient justification, or if the circumstances do not warrant a refund as per our policies and best practices.

Refund Escalation and Dispute Resolution

In the event of any disputes or disagreements regarding refund requests or decisions, customers can escalate the matter to our dedicated refund resolution team. We encourage open and transparent communication, and our team will work diligently to find a fair and amicable solution that addresses your concerns while upholding our policies and business interests.

If a satisfactory resolution cannot be reached through our internal processes, customers have the option to seek alternative dispute resolution mechanisms, such as mediation or arbitration, as outlined in our terms of service or applicable laws.

Contact Us

If you have any further questions, concerns, or need clarification regarding our refund policy, please feel free to contact us:

Email: reachus@mailercraft.com

Our dedicated support team is available to assist you and address any concerns you may have regarding refunds or our services. We value your business and strive to ensure your satisfaction with our offerings. We are committed to maintaining transparency, fairness, and open communication throughout the refund process and in all our dealings with customers.

Please note that this refund policy is subject to periodic review and updates. We recommend checking our website or contacting our support team for the most up-to-date version of the policy.