1. Our Promise
At Resolution HQ, we stand behind the quality of our services. If we are unable to resolve your email issue, you don't pay. It's that simple. This policy outlines the conditions under which refunds are issued for our various service plans.
Resolution Guarantee: If our certified technicians cannot restore access to your email account or resolve the stated issue, you are entitled to a full refund — no questions asked.
2. One-Time Fix Refunds
Our One-Time Fix service ($49 per incident) is eligible for a full refund under the following conditions:
Full Refund Eligible:
- We are unable to resolve the specific issue described in your support request
- The issue is determined to be permanently unresolvable (e.g., account deleted by provider)
- You cancel the service before work begins (within 1 hour of payment)
- Duplicate charges or billing errors on our part
Not Eligible for Refund:
- The issue was resolved but you later experience a different, unrelated problem
- You fail to provide necessary information or cooperation during the resolution process
- The issue is caused by your own actions after our successful resolution
- Refund request is made more than 14 days after service completion
3. Subscription Refunds
For our Business Monthly ($99/month) and Enterprise plans, the following refund policies apply:
3.1 Monthly Subscriptions
- First 7 Days: Full refund if you cancel within 7 days of your initial subscription start date, regardless of usage.
- After 7 Days: No refunds for the current billing period. You may cancel at any time, and your subscription will remain active until the end of the current billing cycle.
- Prorated Refunds: Not offered for monthly subscriptions. You retain access until the period ends.
3.2 Annual Subscriptions
- First 30 Days: Full refund if you cancel within 30 days of your annual subscription start date.
- After 30 Days: Prorated refund for the remaining unused months, minus a 15% administrative fee.
- Mid-Cycle Cancellation: If you cancel after 6 months, you receive a prorated refund for the remaining 6 months minus the administrative fee.
4. Refund Process
Requesting a refund is straightforward. Follow these steps:
Step 1: Submit Request
Email refunds@resolutionhq.net with your order number, date of service, and reason for the refund request.
Step 2: Review (1-2 Business Days)
Our billing team reviews your request against our policy and service records.
Step 3: Approval Notification
You will receive an email confirming approval or denial with a detailed explanation.
Step 4: Refund Issued (3-5 Business Days)
Approved refunds are processed to your original payment method within 3-5 business days.
5. Refund Methods
Refunds are issued using the original payment method whenever possible:
- Credit/Debit Cards: Refunded to the card used for purchase. Processing time: 3-5 business days.
- PayPal: Refunded to your PayPal account. Processing time: 1-2 business days.
- Bank Transfer: For Enterprise clients, refunds via ACH or wire transfer. Processing time: 5-7 business days.
If the original payment method is no longer available, we will issue the refund via check or alternative method agreed upon by both parties.
6. Special Circumstances
6.1 Service Interruptions
If our Services experience extended downtime (more than 24 consecutive hours) due to issues on our end, affected subscription customers may request a prorated credit for the downtime period.
6.2 Duplicate Charges
If you are accidentally charged twice for the same service, the duplicate charge will be fully refunded immediately upon verification, with no administrative fees.
6.3 Fraudulent Transactions
If you believe your account was charged fraudulently, contact us immediately at security@resolutionhq.net. We will investigate and issue a full refund if the charge is confirmed as unauthorized.
7. Chargebacks and Disputes
We encourage customers to contact us directly for refund requests before initiating a chargeback with their bank or credit card company. Chargebacks can delay resolution and may result in account suspension.
If a chargeback is filed, we reserve the right to contest it and provide evidence of service delivery. Customers who abuse the chargeback system may be permanently banned from using our Services.
8. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Refund requests are evaluated based on the policy in effect at the time of the original purchase.
9. Contact Us
For refund requests or questions about this policy, please contact our billing team:
- Email: refunds@resolutionhq.net
- Phone: 1-800-RESOLVE (Mon-Fri, 9am-6pm EST)
- Response Time: We aim to respond to all refund inquiries within 24 hours.