Return & Refund Policy

Last updated: December 11, 2025

Overview

At Globalesm, we are committed to delivering high-quality software solutions and services that meet your business needs. This Return & Refund Policy outlines the terms and conditions for refunds and cancellations of our services.

Service Categories

Our refund policy varies based on the type of service provided:

1. Custom Software Development

Custom software development projects are tailored specifically to your requirements and involve significant planning, design, and development resources.

  • Deposit/Retainer: Initial deposits or retainers paid to commence work are non-refundable once work has begun
  • Milestone Payments: Payments for completed milestones are non-refundable once the milestone has been approved
  • Project Cancellation: If you cancel a project, you will be charged for all work completed up to the cancellation date, plus any non-recoverable costs incurred
  • Satisfaction Guarantee: We work closely with you throughout the development process to ensure satisfaction. Revisions within the agreed scope are included

2. Integration Services

Integration services (EHR, payroll, HR systems, etc.) involve configuration, testing, and deployment.

  • Setup Fees: One-time setup and configuration fees are non-refundable once work has commenced
  • Implementation: Refunds may be considered if we fail to deliver the integration as specified in the Statement of Work
  • Testing Period: A testing period is provided to ensure the integration meets your requirements before final acceptance
  • Post-Implementation: Once you have accepted the integration, no refunds will be provided

3. Subscription Services

For ongoing subscription-based services (maintenance, support, hosting):

  • Monthly Subscriptions: Can be cancelled at any time with 30 days' notice. No refunds for partial months
  • Annual Subscriptions: Can be cancelled with 60 days' notice. Refunds for unused months may be provided on a pro-rata basis, minus a 20% administrative fee
  • Trial Periods: If a trial period is offered, you may cancel during the trial for a full refund
  • Auto-Renewal: Subscriptions auto-renew unless cancelled before the renewal date. No refunds after renewal

4. Consulting & Advisory Services

Consulting services are billed based on time and expertise provided:

  • Hourly Services: Billed for actual time spent. No refunds for completed work
  • Retainer Agreements: Unused retainer hours may be refunded at the end of the contract period, subject to the terms of the agreement
  • Fixed-Fee Engagements: Refunds considered on a case-by-case basis if deliverables are not met

5. Training Services

  • Scheduled Training: Full refund if cancelled 14 days before the scheduled date
  • Late Cancellation: 50% refund if cancelled 7-13 days before the scheduled date
  • No-Show: No refund for cancellations within 7 days or no-shows
  • Rescheduling: Training can be rescheduled once without penalty if done 7+ days in advance

Refund Request Process

To request a refund, please follow these steps:

  1. Contact Us: Email billing@globalesm.com with your refund request
  2. Provide Details: Include your invoice number, service details, and reason for the refund request
  3. Review Period: We will review your request within 5-7 business days
  4. Decision: You will receive a written response regarding the approval or denial of your request
  5. Processing: Approved refunds will be processed within 10-15 business days to the original payment method

Conditions for Refunds

Refunds may be approved in the following circumstances:

  • We fail to deliver services as specified in the signed agreement or Statement of Work
  • Technical issues on our end prevent service delivery and cannot be resolved within a reasonable timeframe
  • Duplicate payments or billing errors
  • Services cancelled within the applicable cancellation period

Non-Refundable Items

The following are non-refundable under all circumstances:

  • Third-party software licenses or subscriptions purchased on your behalf
  • Domain name registrations and SSL certificates
  • Completed work that has been delivered and accepted
  • Services rendered more than 30 days prior to the refund request
  • Costs incurred for third-party services (hosting, APIs, etc.)
  • Custom development work that has been deployed to production

Cancellation Policy

Project Cancellation

If you need to cancel an ongoing project:

  • Provide written notice of cancellation
  • Pay for all work completed up to the cancellation date
  • Pay for any non-recoverable costs (third-party licenses, services, etc.)
  • Receive all work products completed up to the cancellation date

Subscription Cancellation

To cancel a subscription:

  • Submit cancellation request via email to billing@globalesm.com
  • Provide required notice period (30 days for monthly, 60 days for annual)
  • Service will continue until the end of the current billing period
  • No refunds for the current billing period

Disputes

If you have concerns about our services or billing:

  • Contact us immediately to discuss the issue
  • We will work with you in good faith to resolve any disputes
  • Provide detailed documentation of your concerns
  • Allow us reasonable time to investigate and respond

We are committed to customer satisfaction and will make every effort to resolve disputes amicably.

Chargebacks

If you initiate a chargeback with your credit card company or payment provider:

  • We will suspend all services immediately
  • We will provide documentation to the payment provider showing services were delivered
  • If the chargeback is found to be invalid, you may be responsible for chargeback fees
  • We reserve the right to terminate our relationship and pursue legal action if necessary

Please contact us directly before initiating a chargeback so we can work to resolve any issues.

Modifications to Services

If you request modifications or additions to services after work has begun:

  • Additional charges may apply for scope changes
  • A change order will be provided for your approval
  • Timeline and deliverables may be adjusted accordingly
  • Original payment terms remain in effect for the initial scope

Force Majeure

We are not liable for delays or failure to perform services due to circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, labor disputes, or technical failures. In such cases, we will work with you to reschedule or adjust services as appropriate.

Warranty & Guarantee

We stand behind the quality of our work:

  • Defect Warranty: We will fix any defects in our work at no charge for 90 days after delivery
  • Performance Guarantee: Services will be performed in a professional and workmanlike manner
  • Satisfaction: We work iteratively with you to ensure satisfaction throughout the project

This warranty does not cover issues arising from misuse, modifications by third parties, or changes to your environment.

Changes to This Policy

We reserve the right to modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

Contact Information

If you have questions about this Return & Refund Policy or need to request a refund:

  • Billing Department: billing@globalesm.com
  • Phone: +1 (305) 204-9635
  • Address: 1110 Brickell Avenue, Suite 431, Miami, FL 33131

We are committed to providing excellent service and will work with you to address any concerns about our services or billing.