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Refund Policy

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  • Refund Policy

At TW Prime, we value every client relationship and aim to deliver professional remote support services with transparency and care. This Refund Policy outlines the terms and process for requesting a refund on completed services.

  1. Nature of Service

    All payments made to TW Prime are for professional services rendered remotely. No physical goods are sold or shipped. By completing payment, the client acknowledges receipt or use of such services as described in the invoice or plan selected.

  2. Eligibility for Refunds

    Refunds may be requested within forty-five (45) calendar days from the date of payment. Requests made after this period will not be reviewed or processed.

    Refunds are only applicable if:

    • The client’s issue was resolved as per the agreed scope of service.
    • The problem lies outside the service coverage or was caused by third-party software or hardware failure.
    • The client has violated any part of our Terms of Service.

  3. Refund Request Process

    All refund requests must be submitted exclusively through the official Refund Request Form available on https://twprime.com/request-a-refund.

    Requests submitted via email, phone, or chat will not be processed.

    Once a request is received, our billing team will review it within five (5) business days and contact the client regarding the outcome.

  4. Processing Timeline

    Approved refunds are typically processed within seven (7) to ten (10) business days to the same payment method used during the original transaction. Processing times may vary depending on the client’s bank or payment provider.

  5. Chargebacks and Disputes

    • By completing a payment, the client agrees to our Terms of Service and acknowledges the transaction as authorized.
    • Any chargeback or payment dispute filed after service delivery will be contested with supporting documentation, including proof of service completion and client authorization.

  6. Complaint Handling

    Any complaint or service-related concern will be addressed within forty-eight (48) to seventy-two (72) working hours of formal submission, depending on the nature of the issue.

  7. Contact Us

    For any questions about this policy, contact us at:
    Email: support@twprime.com
    Phone: +1-781-206-3573