Since Metamode offers non-tangible irrevocable goods we do not issue refunds once the order is accomplished and the product/service is fulfilled. As a customer you are responsible for understanding this upon purchasing any item from us.
However, we realise that exceptional circumstance can take place with regard to the character of the product/service we supply. Therefore, we DO honour requests for the refund only under the following circumstances:
Non-delivery of the product/service
Due to some mailing issues of your e-mail provider or your own mail server you might not receive a delivery e-mail from us. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted to our team in writing within 7 days from the order placing date. Otherwise the product will be considered received and fulfilled;
Although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our team’s approval. We keep the right to rectify the error or defect within 5 business days. If any deficiency is recorded by our team and approved for rectification and we fail to correct it within 5 business days from the date of the initial complaint letter or any other notification provided by a Customer, the refund will be issued to the customer in full without any compensations or reimbursements. OR, at customer’s choice, replacement of the product of the same or around the same value can be offered; Please be advised that if you’re not on a Metamode maintenance plan, temporary access to your server can be requested by our technicians in order to identify and fix the possible issues with our Products. Failure to provide such access in a timely manner may result in a delayed resolution of the issue. Refusal to provide access to your server will result in your inability to qualify for a refund.
Such issues should be reported to our team within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website/your invoice/contract. Complaints which are based merely on the customer’s false expectations or wishes are not honoured.
Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some out of date or third-party software (browsers, plug-ins, add-ons, modules, search engines, scripts, extensions etc) other than those which are specified as compatible within your invoice/contract. We don’t guarantee that our products are fully compatible with any third-party or outdated programs and we do not provide support for third-party or outdated applications.
Our team is always eager to assist you and deliver highly professional support in a timely manner. Thank you for purchasing our products.