1. Our Commitment to You

At Support Solutions is committed to providing high-quality accounting and bookkeeping services. We understand that circumstances may arise where you need to request a refund. This policy outlines the conditions and process for refund requests.

2. Eligibility for Refunds

Refunds may be considered under the following circumstances:

• Service Not Rendered: If you paid for a service that was not provided or was significantly delayed beyond the agreed timeline.
• Service Quality Issues: If the delivered service did not meet the specifications outlined in your service agreement.
• Billing Errors: If you were charged incorrectly or for services you did not authorize.
• Early Termination: If you cancel your service agreement within the first 14 days of signing up (subject to terms below).

3. Non-Refundable Services

The following services and fees are generally non-refundable:

• Completed Services: Work that has been fully completed and delivered according to the agreed specifications.
• Consultation Fees: Fees for consultation sessions that have already taken place.
• Setup and Onboarding Fees: Initial setup and onboarding fees once the setup process has begun.
• Third-Party Costs: Any fees paid to third parties on your behalf (software licenses, filing fees, etc.).
• Custom Work: Services that have been customized specifically for your business needs.

4. Refund Request Process

To request a refund, please follow these steps:

1. Submit a Written Request: Send an email to Support@atsupportsolutions.com with the subject line "Refund Request" including:
   • Your name and company name
   • Invoice number(s) related to the refund request
   • Detailed explanation of why you are requesting a refund
   • Supporting documentation (if applicable)
2. Review Period: Our team will review your request within 5-7 business days.
3. Resolution: We will contact you with our decision and, if approved, the refund will be processed.

5. Refund Timeline

Once a refund is approved:

• Credit Card Payments: Refunds will be processed within 5-10 business days to the original card used for payment.
• Bank Transfers: Refunds via bank transfer will be processed within 7-14 business days.
• Check Payments: If original payment was by check, a refund check will be issued within 14-21 business days.

Please note that the actual time for the refund to appear in your account may vary depending on your financial institution.

6. Partial Refunds

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

• The amount of work already completed at the time of the refund request.
• Resources already allocated to your project.
• Any third-party costs incurred on your behalf.
• The timing of your cancellation relative to your billing cycle.

7. Service Credits

As an alternative to refunds, we may offer service credits that can be applied to future services. Service credits:

• Are valid for 12 months from the date of issue.
• Can be applied to any of our services.
• Cannot be transferred to another party.
• Cannot be converted to cash.

8. Subscription Services

For recurring subscription-based services:

• Monthly Subscriptions: You may cancel at any time, but no refunds will be issued for the current billing period.
• Annual Subscriptions: Cancellations within the first 30 days may be eligible for a prorated refund minus any services already rendered.
• Automatic Renewals: If you were charged for an automatic renewal you did not intend, please contact us within 7 days for a full refund.

9. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Request a review by our management team by responding to the decision email.
• Schedule a call to discuss the matter in detail.
• Escalate the matter according to the dispute resolution process outlined in our Terms and Conditions.

10. Contact Us

If you have questions about our refund policy or need assistance with a refund request, please contact us: