Refund Policy
Last Updated: June 28, 2025
This Refund Policy outlines the terms and conditions under which Divon ("we," "our," or "us") may issue refunds for services purchased through our website at divon.online.
1. General Refund Principles
We are committed to client satisfaction and delivering high-quality social casino game development services. Our refund policy is designed to be fair and transparent while reflecting the custom nature of our development work.
1.1 Service-Based Nature
As a provider of bespoke social casino game development services, our work involves custom concept development, technical implementation, and professional expertise. Refunds are evaluated on a case-by-case basis depending on project stage and circumstances.
1.2 Good Faith Commitment
We operate in good faith and expect the same from our clients. All refund requests will be reviewed fairly and handled with professional discretion.
2. Refund Eligibility
2.1 Initial Consultation and Discovery Phase
If services are cancelled before substantive development work has commenced, clients may be eligible for a full or partial refund minus any consultation fees, administrative costs, or preliminary research already completed.
2.2 Active Development Phase
Once development work has begun, refunds are calculated based on the percentage of work completed, resources allocated, and deliverables provided. Clients will be charged for work completed up to the cancellation date.
2.3 Completed Deliverables
No refunds are provided for completed project phases, delivered milestones, or finished development work that has been approved and accepted by the client.
2.4 Non-Performance by Divon
If we fail to deliver agreed-upon services within reasonable timeframes or according to specifications outlined in the service agreement, clients may be eligible for a full or partial refund depending on circumstances.
3. Non-Refundable Items
The following are generally non-refundable:
a) Initial consultation fees and discovery session charges
b) Custom development work that has been completed and delivered
c) Third-party licensing fees, software purchases, or external service costs incurred on behalf of the client
d) Design concepts, prototypes, and documentation that have been provided to the client
e) Services rendered more than sixty days prior to the refund request
f) Projects where the client has received and utilized deliverables for commercial purposes
4. Refund Request Process
4.1 How to Request a Refund
To request a refund, clients must submit a written request to contact@divon.online including:
a) Full name and contact information
b) Project name or service agreement reference
c) Detailed explanation of the reason for the refund request
d) Supporting documentation if applicable
4.2 Review Timeline
We will acknowledge receipt of refund requests within two business days and provide a decision within ten business days of receiving all necessary information.
4.3 Communication During Review
We may request additional information or schedule a discussion to better understand the circumstances and explore potential solutions before making a final determination.
5. Refund Processing
5.1 Approved Refunds
If a refund is approved, we will process the refund to the original payment method within fourteen business days of approval.
5.2 Partial Refunds
Partial refunds may be issued based on the proportion of work completed, resources utilized, and the specific circumstances of the request.
5.3 Processing Time
Please note that depending on your financial institution, it may take additional time for refunded amounts to appear in your account.
6. Disputes and Resolution
6.1 Initial Resolution Attempt
Before pursuing formal dispute processes, we encourage clients to work directly with us to resolve any concerns. Many issues can be addressed through open communication and collaborative problem-solving.
6.2 Escalation
If direct resolution is not achieved, clients may escalate concerns through the dispute resolution process outlined in the applicable service agreement.
6.3 Alternative Solutions
In some cases, we may offer alternative solutions such as project modifications, additional support, timeline adjustments, or service credits in lieu of monetary refunds.
7. Service Modifications and Cancellations
7.1 Client-Initiated Changes
Clients may request modifications to project scope or services at any time. Changes may affect pricing, timelines, and refund eligibility. All modifications must be documented in writing.
7.2 Cancellation by Client
Clients may cancel services by providing written notice. Refunds for cancelled services will be calculated based on this policy and the terms of the service agreement.
7.3 Cancellation by Divon
We reserve the right to cancel or suspend services in cases of non-payment, breach of agreement terms, or other reasonable circumstances. In such cases, refunds will be handled according to the specific situation.
8. Special Circumstances
8.1 Force Majeure
In cases where service delivery is prevented by circumstances beyond reasonable control, including but not limited to natural disasters, pandemics, or infrastructure failures, refunds will be evaluated based on work completed and the specific impact of the event.
8.2 Technical Limitations
If technical constraints prevent completion of agreed services through no fault of either party, we will work collaboratively to determine fair resolution, which may include partial refunds or alternative solutions.
9. Recurring Services and Subscriptions
9.1 Ongoing Support Services
For recurring support or maintenance services, cancellation must be requested in writing before the next billing cycle. No refunds are provided for the current billing period once services have been rendered.
9.2 Long-Term Agreements
Long-term service agreements may have specific cancellation and refund terms outlined in the contract. Those specific terms will take precedence over this general policy.
10. Refund Policy Updates
We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the modified policy.
For existing projects, the refund policy in effect at the time of service agreement signing will generally apply unless otherwise agreed in writing.
11. Contact Information
For questions about this Refund Policy or to request a refund, please contact us:
Divon
49-51 Vicar Ln, Leeds LS1 6DS, United Kingdom
Email: contact@divon.online
Phone: +447703988321
Signal: https://signal.me/#p/+447703988321
Telegram: https://t.me/+447703988321
12. Acknowledgment
By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms of Service and any applicable service agreements.