Overview
This policy applies to all services provided by 37SOLUTIONS LLC, including website care plans, email hosting, managed services, support plans, and prepaid work. We aim to be fair and straightforward — this page explains exactly what is and isn't refundable, and why.
If you have a billing question not answered here, contact us at accounting@37solutions.com.
Setup and Onboarding Fees
Setup and onboarding fees are non-refundable.
These fees cover time spent by 37SOLUTIONS to provision accounts, configure DNS, migrate content, coordinate with vendors, and bring your services online. This work begins immediately upon engagement and cannot be recovered once started.
Website Care Plans
Website care plans are billed annually.
| Scenario | Refund |
|---|---|
| Cancellation within the first 90 days | No refund. The first 90 days covers onboarding, initial configuration, and developer costs that are incurred upfront. |
| Cancellation after 90 days | Refund for remaining full months only, calculated from the cancellation effective date. Partial months are not refunded. |
| Cancellation notice received fewer than 10 business days before the next renewal | The renewal charge will be processed. The cancellation takes effect at the end of the new period. |
Cancellation requires 30 days written notice submitted via support.37solutions.com. Refunds for eligible unused months are issued within 30 days of the cancellation effective date to the original payment method.
Email Hosting
Email hosting may be billed monthly, quarterly, or on a 6-month cycle depending on your plan.
Mailbox Cancellations
Individual mailboxes cancelled mid-month are not refunded for the current month. 37SOLUTIONS is billed by our email infrastructure provider on the first of each month for all active mailboxes. Cancellations take effect at the end of the current billing month.
Plan Cancellations
| Billing Cycle | Refund |
|---|---|
| Monthly | No refund. Service continues through the end of the paid month. |
| Quarterly or 6-month | Refund for remaining full months only. The current month is not refunded. |
Support Plans (Basic, Standard, Premium)
Support plans are billed monthly.
- No refund for the current billing month.
- Cancel at any time with 30 days written notice. Service and support access continue through the end of the paid period.
- Unused support hours within a billing month do not roll over and are not refunded.
Prepaid Hour Blocks
Prepaid hour blocks are non-refundable.
Upon cancellation of services, any unused prepaid balance will be applied first to outstanding invoices, then to decommissioning and transition work performed by 37SOLUTIONS on your behalf. Any balance remaining after all offboarding work is complete is forfeited.
This policy exists to ensure that cancelling clients receive thorough, professional offboarding — including data export, DNS transitions, vendor account transfers, and documentation — without additional out-of-pocket cost.
Billable Hourly Work
Completed billable work is non-refundable. If you believe an invoice contains an error, contact us within 15 days of the invoice date at accounting@37solutions.com and we will review it promptly.
Work that was quoted, approved by the client, and completed is considered earned regardless of outcome, unless 37SOLUTIONS failed to deliver the agreed scope.
Exceptions
We handle edge cases with discretion. If your situation isn't covered here — for example, a serious service failure on our end, a force majeure event, or a billing error — reach out and we'll work through it with you directly.
37SOLUTIONS does not issue refunds for dissatisfaction with third-party services (email providers, domain registrars, CDN providers, etc.) outside our control.
How Refunds Are Issued
Eligible refunds are returned to the original payment method within 30 days of approval. We do not issue refunds as account credits unless you request it.
Refunds of $250 or less for existing clients will be applied as a credit to a current or future invoice rather than returned to the original payment method, unless you request otherwise.
Changes to This Policy
We may update this policy at any time. Active clients may be notified of material changes by email. Continued use of services after the effective date constitutes acceptance of the updated policy.
Contact
- Billing questions: accounting@37solutions.com
- Support portal: support.37solutions.com
- General contact: 37solutions.com/contact