Effective Date: May 11, 2026
Overview At Retro Tow Limited, we are committed to delivering high-quality WordPress support services that meet your expectations. We understand that exceptional circumstances arise, and we evaluate all refund requests on a case-by-case basis with fairness, transparency and the best interests of our clients in mind.
1. Our Case-by-Case Approach While we do not offer automatic refunds, we recognise that every situation is unique. We review each refund request individually, taking into account the specific circumstances, the nature of the service provided and the outcome delivered. Our goal is always to reach a fair and reasonable resolution.
2. Circumstances We May Consider for a Refund We may approve a refund in the following situations:
- A service was charged for but never commenced or delivered
- A technical error resulted in a duplicate charge
- The service delivered was materially different from what was agreed upon
- A critical issue remains unresolved after reasonable attempts to fix it within an agreed timeframe
3. Circumstances Where Refunds Are Generally Not Granted We generally do not issue refunds in the following situations:
- Work has been completed and delivered as agreed
- The client changes their mind after work has commenced
- Delays caused by incomplete or late client input
- Issues arising from third-party plugins, themes or hosting environments outside our control
- Requests made more than 14 days after service delivery
4. How to Submit a Refund Request To request a refund, please contact us at hello@retrotowlimited.com with the following:
- Your full name and email address
- Your order or ticket reference number
- A clear description of the issue and why you are requesting a refund
- Any relevant screenshots or supporting documentation
We aim to respond to all refund requests within 3 business days.
5. Approved Refunds If your refund request is approved, the amount will be returned to your original payment method within 5 to 10 business days, depending on your bank or payment provider.
6. Alternative Resolutions In some cases, instead of a refund we may offer a service credit, re-do of the work, or an extended support period. This will be discussed with you during the review process.
7. Contact Us For all refund enquiries: hello@retrotowlimited.com www.retrotowlimited.com