Refund Policy

1. Overview

At iSupportive.com, customer satisfaction is our top priority. Since our core WordPress support service is completely free, this refund policy applies only to our paid Urgent Priority Support service ($35/hour). We believe in earning your trust — you only pay when you are satisfied with the results.

2. Free Support Services

Our standard WordPress support service is provided at no cost. Since no payment is involved, no refund is applicable. If you are unsatisfied with free support, you may cancel or close your support ticket at any time. We will continue working on your issue until it is resolved or until you choose to discontinue.

3. Urgent Priority Support — Satisfaction Guarantee

Our paid Urgent Priority Support operates on a satisfaction-first model:

• Pay Only If Satisfied: You are charged only after you confirm satisfaction with the resolution of your issue
• Pre-Authorization: A payment method is required upfront for verification purposes, but no charge is made until you approve the work
• Time Transparency: We provide real-time tracking of hours spent on your issue, so you always know what you're paying for
• Partial Resolution: If only partial resolution is achieved, you pay only for the hours that produced tangible results, as agreed upon between you and our team

4. Refund Eligibility

If you have already been charged for Urgent Priority Support, you are eligible for a full refund in the following cases:

• The issue described in your support ticket was not resolved
• The resolution caused additional problems on your WordPress site that were not present before our intervention
• You were charged in error (e.g., duplicate charges or incorrect amount)
• Our team failed to respond within the guaranteed 30-minute response time for urgent requests

5. Refund Timeframe

Refund requests must be submitted within specific timeframes:

• Full Refund: Within 14 days of the payment date
• Partial Refund: Within 30 days of the payment date (reviewed on a case-by-case basis)
• After 30 Days: Refund requests submitted more than 30 days after payment are not eligible, except in cases of proven billing errors

6. How to Request a Refund

To request a refund, follow these steps:

1. Log in to your iSupportive.com account
2. Navigate to your support ticket history and find the relevant ticket
3. Click "Request Refund" and provide a brief explanation of why you are requesting a refund
4. Our team will review your request within 2 business days
5. If approved, the refund will be processed to your original payment method within 5–10 business days

Alternatively, you can email our billing team directly at [email protected] with your ticket number and refund reason.

7. Non-Refundable Situations

Refunds will not be issued in the following situations:

• The issue was successfully resolved and confirmed by the customer
• The issue recurred due to customer actions taken after resolution (e.g., installing a conflicting plugin)
• The customer failed to provide necessary access or information required for resolution
• The request falls outside the scope of WordPress support services (e.g., custom application development)

8. Disputes

If you disagree with a refund decision, you may escalate the matter by contacting our management team at [email protected]. We are committed to resolving all disputes fairly and promptly. If a resolution cannot be reached, the matter will be handled in accordance with our Terms of Service.

9. Contact Us

For any questions about this Refund Policy or to initiate a refund request: