REFUND AND CANCELLATION POLICY
CINE TECH LLC
1. INTRODUCTION
This Refund and Cancellation Policy (“Policy”) governs the refund, cancellation, and return procedures for products and services purchased from CINE TECH LLC (TIN: 312394650). By purchasing our products or services, you acknowledge that you have read, understood, and agree to be bound by this Policy.
This Policy complies with:
- Visa Core Rules and Visa Product and Service Rules
- Mastercard Transaction Processing Rules
- Republic of Uzbekistan consumer protection legislation
- Payment Card Industry (PCI) standards
2. DEFINITIONS
For the purposes of this Policy:
“Digital Products” means software, applications, digital marketing materials, templates, digital downloads, licenses, and other intangible products delivered electronically.
“Services” means IT consulting, software development, digital marketing services, website development, maintenance services, and other professional services provided by CINE TECH LLC.
“Subscription Services” means recurring billing services including but not limited to software-as-a-service (SaaS), monthly maintenance packages, and ongoing digital marketing campaigns.
“Custom Work” means bespoke software development, custom website design, tailored digital marketing campaigns, and other services specifically created according to client specifications.
“Business Days” means Monday through Friday, excluding Uzbekistan public holidays.
3. GENERAL REFUND POLICY
3.1 Eligibility for Refunds
Refund eligibility depends on the type of product or service purchased and the circumstances surrounding the refund request. All refund requests must be submitted in writing to our customer service department within the timeframes specified in this Policy.
3.2 Non-Refundable Items
The following are non-refundable under all circumstances:
- Digital products that have been downloaded, accessed, or activated
- Software licenses that have been issued and activation keys that have been delivered
- Custom development work that has commenced or been completed
- Services that have already been rendered or substantially performed
- Domain name registrations and third-party service fees
- Consultation fees for completed consultations
- Training sessions that have been attended
- Promotional or discounted items marked as “final sale” or “non-refundable”
3.3 Processing Time
Approved refunds will be processed within 14-30 business days from the date of approval. Refunds will be credited to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your card issuer’s processing time.
4. DIGITAL PRODUCTS REFUND POLICY
4.1 Software and Applications
Pre-Download/Pre-Activation:
- Full refund available within 14 calendar days of purchase if the product has NOT been downloaded, accessed, or activated
- To request a refund, you must provide proof that the product remains unaccessed
Post-Download/Post-Activation:
- No refunds will be issued for digital products that have been downloaded, accessed, or license keys activated
- Exceptions may be made if the product is demonstrably defective and we are unable to provide a working replacement within a reasonable timeframe
4.2 Digital Marketing Materials and Templates
- No refunds once files have been downloaded or accessed
- Full refund available within 7 calendar days if materials remain unaccessed and in original, unmodified state
4.3 Technical Issues
If you experience technical difficulties:
- Contact our technical support team within 7 days of purchase
- We will provide technical assistance to resolve the issue
- If the issue cannot be resolved and is attributable to our product, a refund or replacement may be offered at our discretion
5. SERVICES REFUND POLICY
5.1 IT Consulting and Professional Services
Before Service Commencement:
- Full refund of any deposits or advance payments if cancellation notice is provided at least 48 hours before the scheduled service date
- Cancellations with less than 48 hours’ notice will incur a 25% cancellation fee
After Service Commencement:
- No refunds for services already rendered
- For ongoing services, refunds may be calculated on a pro-rata basis for the unused portion, minus any setup fees and costs incurred
5.2 Digital Marketing Services
Campaign Setup and Strategy:
- If you cancel before campaign launch, a refund of the service fee minus setup costs (up to 30% of total fee) will be provided
- Once a campaign has launched, no refunds will be issued
Monthly Retainer Services:
- 30 days’ written notice required for cancellation
- No refund for the current billing period
- Future billing will cease after the notice period
- Any services rendered during the notice period are non-refundable
5.3 Website Development and Custom Software Development
Project-Based Services:
- Refund eligibility is based on project milestones completed
- If you cancel before project commencement, full refund minus 10% administrative fee
- Once project begins, refunds calculated as: Total Fee – (Completed Milestones + 15% Administrative Fee)
- Final milestone completion means project is 100% non-refundable
Milestone Payment Structure:
- Payments made for completed and approved milestones are non-refundable
- You may cancel at any milestone, but no refund for work already completed and approved
6. SUBSCRIPTION SERVICES
6.1 Monthly Subscriptions
- You may cancel your subscription at any time by providing written notice
- Cancellation takes effect at the end of the current billing period
- No partial refunds for the current billing period
- You will retain access to the service until the end of the paid period
- No refunds for unused time within a billing period
6.2 Annual Subscriptions
- Cancellation within 14 days of initial purchase: Full refund minus any usage fees
- Cancellation after 14 days: Refund calculated on pro-rata basis for remaining months, minus a 20% early termination fee and any usage fees incurred
- After 6 months of an annual subscription: No refunds available
6.3 Auto-Renewal
- Subscriptions automatically renew unless cancelled before the renewal date
- To avoid charges for the next billing period, cancel at least 48 hours before the renewal date
- If charged after cancellation due to processing delays on your part, refunds will be issued within 14 business days
7. CANCELLATION POLICY
7.1 Client-Initiated Cancellation
How to Cancel:
- Submit cancellation requests in writing via email to: info@cinetech.uz
- Include your order number, name, contact information, and reason for cancellation
- Cancellation confirmation will be sent within 2-3 business days
Cancellation Timeframes:
- Digital Products: Before download/activation only
- Services: Minimum 48 hours before scheduled service (see specific service terms above)
- Subscriptions: At least 48 hours before next billing cycle
7.2 Company-Initiated Cancellation
CINE TECH LLC reserves the right to cancel orders or services in the following circumstances:
- Product or service is no longer available
- Pricing or product information was displayed incorrectly due to technical error
- Client has violated our Terms of Service or Acceptable Use Policy
- Payment authorization failed or payment method is invalid
- Suspected fraudulent activity
In such cases, full refunds will be issued within 14 business days.
8. CHARGEBACKS AND PAYMENT DISPUTES
8.1 Contact Us First
Before initiating a chargeback with your credit card issuer or payment provider, we strongly encourage you to contact us directly to resolve any issues. Most disputes can be resolved quickly through direct communication.
8.2 Chargeback Process
For Customers:
- If you have attempted to resolve the issue with us and remain unsatisfied, you may have the right to dispute the charge with your card issuer
- Visa and Mastercard cardholders typically have 120 days from the transaction date to file a dispute
- You should provide your card issuer with all relevant documentation
Our Response:
- We will respond to all chargebacks with detailed transaction information and evidence
- If we determine a chargeback is unjustified, we will contest it with compelling evidence
- Fraudulent or unjustified chargebacks may result in account suspension and legal action
8.3 Chargeback Fees
If you initiate a chargeback that is later found to be unjustified or fraudulent, you may be liable for:
- The original transaction amount
- Chargeback processing fees (typically UZS 50,000-150,000)
- Any legal costs incurred in disputing the chargeback
9. DEFECTIVE PRODUCTS OR SERVICES
9.1 Quality Guarantee
We stand behind the quality of our products and services. If you receive a defective product or service that does not meet the agreed specifications:
Reporting Defects:
- Notify us within 14 days of delivery or service completion
- Provide detailed description of the defect or non-conformity
- Include screenshots, error messages, or other evidence where applicable
Resolution Options:
- Repair/Fix: We will attempt to fix the issue at no additional cost
- Replacement: If repair is not possible, we will provide a suitable replacement
- Refund: If neither repair nor replacement is feasible, a full or partial refund will be issued
9.2 Service Level Guarantees
For services with specified service level agreements (SLAs):
- Failure to meet guaranteed service levels may result in service credits or pro-rata refunds
- SLA terms are specified in individual service contracts
- Claims must be submitted within 30 days of the service level breach
10. SPECIAL CIRCUMSTANCES
10.1 Force Majeure
No refunds will be issued for delays or non-performance resulting from circumstances beyond our reasonable control, including but not limited to:
- Natural disasters, acts of God
- War, terrorism, civil unrest
- Government actions, legal restrictions
- Internet service provider failures
- Third-party service disruptions
We will make reasonable efforts to provide alternative solutions or reschedule services.
10.2 Client Responsibilities
Refunds may be denied if:
- You failed to provide necessary information, access, or cooperation
- You did not meet your obligations under the service agreement
- The issue resulted from your misuse of the product or service
- You violated our Terms of Service or Acceptable Use Policy
11. REFUND REQUEST PROCESS
11.1 How to Request a Refund
Step 1: Contact our Customer Service team
- Email: info@cinetech.uz
- Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (Tashkent Time)
Step 2: Provide Required Information
- Order number or invoice number
- Date of purchase
- Product or service name
- Detailed reason for refund request
- Supporting documentation (if applicable)
Step 3: Await Review
- We will acknowledge your request within 2 business days
- Full review completed within 7 business days
- You will receive written notification of the decision
Step 4: Refund Processing
- Approved refunds processed within 14-30 business days
- Refund issued to original payment method
- You will receive confirmation once refund is processed
11.2 Required Documentation
Depending on your refund reason, you may need to provide:
- Proof of purchase (receipt, invoice, confirmation email)
- Screenshots of errors or defects
- Correspondence related to the issue
- Bank statements (for payment disputes)
- Any other relevant evidence
12. CREDITS AND ACCOUNT BALANCE
12.1 Store Credits
In certain circumstances, we may offer store credit in lieu of a refund:
- Store credits are valid for 12 months from the date of issue
- Credits can be applied to future purchases of products or services
- Credits are non-transferable and have no cash value
- Unused credits expire and cannot be refunded
12.2 Account Balance Refunds
If you have a credit balance in your account:
- Balances under UZS 250,000 will be retained as store credit
- Balances over UZS 250,000 can be refunded upon written request
- Refund requests processed within 30 business days
13. THIRD-PARTY SERVICES AND PRODUCTS
13.1 Third-Party Licenses and Services
For third-party products or services we resell or integrate:
- Refunds are subject to the third-party provider’s refund policy
- We will assist in facilitating refund requests but cannot guarantee approval
- Processing times may be longer for third-party refunds
- Third-party fees (domain registration, hosting, API access, etc.) are generally non-refundable
13.2 Marketplace Transactions
If you purchased through a third-party marketplace or reseller:
- Refund requests must be directed to the marketplace/reseller first
- Their refund policies take precedence
- We will cooperate with authorized refund requests from verified partners
14. EXCHANGES AND ALTERNATIVES
14.1 Product Exchanges
Where applicable, you may exchange a product for:
- A different product of equal value
- A different version or license tier (price difference may apply)
- An upgraded or downgraded service plan
14.2 Service Modifications
Instead of cancellation, you may be eligible to:
- Reschedule services (subject to availability)
- Modify service scope or deliverables
- Transfer services to another project (with approval)
- Pause subscription services for specified periods (where available)
15. PROMOTIONAL OFFERS AND DISCOUNTS
15.1 Special Offers
Products or services purchased under promotional offers:
- May have modified refund terms stated at time of purchase
- “Final Sale” items are non-refundable
- Bundled packages may not be partially refunded
- Refunds calculated on discounted price paid, not original price
15.2 Coupons and Discount Codes
- Used coupons or discount codes are non-refundable
- If a refund is issued, the coupon/code will not be reinstated unless it was unused
- One-time use codes cannot be reused after refund
16. COMPLIANCE WITH PAYMENT CARD RULES
16.1 Visa and Mastercard Compliance
This Policy complies with Visa and Mastercard merchant operating regulations:
- Clear disclosure of refund terms at point of sale
- Refunds processed to original payment card used
- Credits issued within required timeframes
- Proper disclosure of “No Refund” items before purchase
- Cardholder rights honored per card network rules
16.2 Transaction Receipts
All transaction receipts clearly display:
- Merchant name: CINE TECH LLC
- Business address
- Transaction date and amount
- Customer service contact information
- Reference to this Refund Policy
17. DISPUTE RESOLUTION
17.1 Internal Resolution
If you are dissatisfied with a refund decision:
- Request escalation to our Customer Service Manager
- Provide additional evidence or clarification
- We will conduct a secondary review within 7 business days
17.2 External Dispute Resolution
If internal resolution is unsuccessful:
- You may file a complaint with the relevant Uzbekistan consumer protection authorities
- You may initiate a chargeback with your card issuer (see Section 8)
- You may pursue resolution through appropriate legal channels
17.3 Governing Law
This Policy and all refund disputes are governed by the laws of the Republic of Uzbekistan. Any legal proceedings shall be conducted in Uzbekistan courts.
18. POLICY MODIFICATIONS
18.1 Right to Modify
CINE TECH LLC reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website.
18.2 Notification of Changes
- Significant changes will be communicated via email to registered customers
- Continued use of our services after changes constitutes acceptance
- Previous policy versions will be archived and available upon request
18.3 Grandfathering
Purchases made before policy changes are generally governed by the policy in effect at the time of purchase, unless the change is required by law.
19. CUSTOMER RESPONSIBILITIES
19.1 Your Obligations
To ensure smooth refund processing:
- Provide accurate contact and payment information
- Respond promptly to requests for additional information
- Maintain records of purchases and correspondence
- Review products and services within stated timeframes
- Follow proper cancellation procedures
19.2 Prohibited Actions
The following actions may result in denial of refunds and account termination:
- Filing fraudulent refund claims
- Abusing refund policies through repeated returns
- Providing false information in refund requests
- Initiating unjustified chargebacks
- Reselling products obtained through refunds
20. CONTACT INFORMATION
20.1 Customer Service
For refund requests, questions, or concerns regarding this Policy:
Company Name: CINE TECH LLC
TIN: 312394650
OKED: 58290
Address: Tashkent city, Shaykhantakhur District, Labzak MCG, Labzak Street, building 64A
Bank Details:
Account No.: 20214000607301765001
Bank: Capitalbank JSC, Tashkent City Banking Operations Department
MFO: 00974
Email: info@cinetech.uz
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (Tashkent Time)
Customer Support Portal: support@cinetech.uz
20.2 Refund Department
For direct refund inquiries:
Email: refunds@cinetech.uz
Subject Line Format: “Refund Request – [Order Number]”
21. ACKNOWLEDGMENT
By purchasing products or services from CINE TECH LLC, you acknowledge that:
- You have read and understood this Refund and Cancellation Policy
- You agree to be bound by the terms and conditions stated herein
- You understand which products and services are non-refundable
- You will follow the proper procedures for requesting refunds or cancellations
- This Policy forms part of your purchase agreement with CINE TECH LLC
APPENDIX A: REFUND ELIGIBILITY QUICK REFERENCE
| Product/Service Type | Refund Window | Conditions |
|---|---|---|
| Software (Pre-Download) | 14 days | Unaccessed, unactivated |
| Software (Post-Download) | No refund | Except if defective |
| Digital Marketing Materials | 7 days | Unaccessed only |
| IT Consulting | 48 hours before | Full refund if cancelled in time |
| Website Development | By milestone | Partial based on completion |
| Monthly Subscriptions | No mid-cycle refund | Cancel anytime, ends at period end |
| Annual Subscriptions | 14 days | Full refund if within window |
| Annual Subscriptions | After 14 days | Pro-rata minus 20% fee |
| Custom Development | By milestone | Based on work completed |
| Training Sessions | 48 hours before | 25% fee if late cancellation |
APPENDIX B: REFUND REQUEST TEMPLATE
Subject: Refund Request – [Your Order Number]
To: info@cinetech.uz
Dear CINE TECH LLC Customer Service,
I am writing to request a refund for the following:
- Order Number: [Insert]
- Purchase Date: [Insert]
- Product/Service Name: [Insert]
- Amount Paid: UZS [Insert]
- Payment Method: [Visa/Mastercard/Other]
Reason for Refund Request:
[Provide detailed explanation]
Supporting Documentation:
[List any attachments: receipts, screenshots, correspondence, etc.]
Preferred Resolution:
[Refund to original payment method / Store credit / Exchange]
Contact Information:
- Name: [Insert]
- Email: [Insert]
- Phone: [Insert]
I understand that refund eligibility is subject to CINE TECH LLC’s Refund and Cancellation Policy. I have read and understand the terms of this policy.
Thank you for your attention to this matter.
Sincerely,
[Your Name]
Company name:
CINE TECH LLC
TIN: 312394650 OKED: 58290 Address: Tashkent city, Shaykhantakhur District, Labzak MCG, Labzak Street, building 64A
Director: Mamurjonov Murodjon
Banking details included (Capitalbank JSC)