Refund and Dispute Policy

1. Introduction

This Refund and Dispute Policy ("Policy") outlines the procedures and guidelines for handling refund requests and disputes for the Iconic.cx SaaS platform ("Service") provided by Creative Communications Lab Limited ("Company"). By using our Service, you agree to this Policy.

2. Refund Policy

2.1 Eligibility for Refunds

Refunds may be issued under the following circumstances:

1. Technical issues that cannot be resolved by the Company within a reasonable timeframe.
2. Service not provided as described or agreed upon in the subscription agreement.
3. Billing errors where the Customer has been overcharged.

2.2 Non-Refundable Circumstances

Refunds will not be issued for:

1. Change of mind or lack of usage of the Service.
2. Issues arising from non-compliance with the Service’s terms and conditions.
3. Partial periods of service or unused credits.

2.3 Refund Request Process

To request a refund, please follow these steps:

1. Contact our support team at support@iconic.cx within 30 days of the issue arising.
2. Provide your account details, a description of the issue, and any relevant documentation.
3. Our support team will review your request and respond within 10 business days.

2.4 Refund Method

Approved refunds will be processed to the original payment method within 14 business days of approval.

3. Dispute Resolution

3.1 Informal Resolution

We encourage Customers to attempt to resolve any disputes informally by contacting our support team at support@iconic.cx.

3.2 Formal Dispute Process

If informal resolution is not possible, the following steps should be taken:

1. Provide a written notice of the dispute to the Company, detailing the nature of the dispute and any relevant supporting documentation.
2. The Company will acknowledge receipt of the dispute notice within 5 business days and investigate the matter.
3. Both parties will engage in good faith negotiations to resolve the dispute within 30 days of the notice.

3.3 Escalation to Mediation or Arbitration

If the dispute cannot be resolved through negotiation, either party may escalate the matter to mediation or binding arbitration in accordance with the laws of England and Wales.

4. Governing Law

This Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

5. Changes to this Policy

The Company reserves the right to modify this Policy at any time. Changes will be effective immediately upon posting the updated Policy on our website. Continued use of the Service after any changes constitutes acceptance of the revised Policy.

6. Contact Us

If you have any questions about this Policy, please contact us at:

Email: support@iconic.cx

Address: Creative Communications Lab Limited, 86 - 90 Paul Street London EC2A 4NE, United Kingdom