Exellate Refund and Return Policy
At Exellate, we strive for client satisfaction with every service we offer. This Refund and Return Policy (“Policy”) outlines the situations under which refunds and returns may be requested and processed.
Important Note
Since Exellate provides TikTok Shop services and advertising management, these are intangible services that cannot be physically returned. Additionally, due to the nature of digital services, they cannot be “undone” once delivered. Therefore, traditional return options don’t apply.
When You Might Be Eligible for a Refund
- Pre-Service Cancellation: If you cancel your service order before we begin work on your TikTok Shop setup or advertising campaign, you’ll receive a full refund. Written notice of cancellation is required at least 48 hours before the scheduled start date.
- Unsatisfactory Service: If you’re unhappy with the service provided, submit your concerns in writing within seven (7) days of service delivery. Our team will review your concerns and propose resolutions. If it’s determined that we didn’t deliver according to the agreed-upon scope of services, a partial or full refund may be issued at our discretion.
Circumstances Where Refunds Aren’t Offered
- Services that have been fully delivered and meet the agreed-upon terms are non-refundable.
- Fees for third-party applications, tools, or services required for TikTok Shop operations or advertisements are non-refundable.
- Refunds won’t be issued for dissatisfaction due to factors outside our control, such as TikTok’s platform changes, market conditions, or competitor actions.
How to Request a Refund
To request a refund, send an email to info@exellate.com with the following details:
- Your name and contact information
- Service order date and invoice number
- A clear explanation for your refund request
We’ll review your request and respond within ten (10) business days.
Refund Method
Refunds will be processed using the original payment method you used during purchase.
Policy Updates
We reserve the right to update this Policy at any time. Any significant changes will be communicated via email or a notice on our website.
Contact Us
If you have any questions or concerns regarding this Policy, please contact us at info@exellate.com.