This Refund Policy explains how Citinet Solutions, LLC (“Citinet,” “we,” “us”) handles cancellations, refunds, credits, and billing disputes for purchases made on citinetsolutions.com and for invoices issued for our software products and professional services. It is part of our Terms & Conditions.
We sell business software and professional services, not retail consumer goods. Refund rights therefore depend on the type of purchase. If a signed statement of work, order form, or processing schedule states different refund terms, that document controls for that engagement.
How to Request a Refund or Cancellation
Email privacy@citinetsolutions.com or call (914) 449-4600 / (212) 951-7200 with:
- Business name and the email used at checkout or on the invoice;
- Invoice number, order date, last four digits of the card (if applicable), and amount;
- A brief description of the request.
You may also use our contact form. We acknowledge complete requests within two (2) business days and typically complete an approved refund within seven to ten (7–10) business days after approval. Card refunds appear according to your card issuer’s timeline, usually 5–10 additional business days.
Summary by Product Type
| Purchase type | Cancellation | Refund |
|---|---|---|
| New software subscription (first term) | Cancel anytime in writing | Full refund if requested within 14 days of the initial charge and no material production use has occurred |
| Renewing software subscription | Cancel before the next renewal date | Current prepaid period is generally non-refundable; access continues through the paid period |
| Custom development / SOW milestones | As stated in the SOW | Completed or started milestones are earned and non-refundable; unused prepaid work not yet started may be refunded minus a 10% administrative fee |
| Managed IT / virtual CIO retainers | 30 days’ written notice | Current month is non-refundable |
| Payment gateway / processing fees | N/A (usage-based) | Processor, interchange, assessment, and settled transaction fees are non-refundable except as required by card-brand rules |
| Unopened hardware (if sold) | 14 days from delivery | Refund of purchase price after inspection; shipping is non-refundable |
1. Software Subscriptions (including Citinet Payments)
Subscriptions are billed in advance. You may cancel future renewals at any time by written notice. Cancellation stops the next renewal; it does not automatically refund the term already paid.
14-day satisfaction window. For a brand-new subscription (the first charge on a new account), you may request a full refund within fourteen (14) days of the original charge if you have not placed the software into material production use and you return or disable any issued credentials. After day 14, or after material production use, the initial term is non-refundable.
Annual plans prepaid for a discount are non-refundable after the 14-day window except where required by law or where Citinet agrees in writing to a goodwill credit.
2. Custom Software and Professional Services
Discovery, design, development, integration, data migration, and similar work is performed against an agreed scope. Time and materials already delivered, and fixed-price milestones marked complete or substantially started, are earned compensation and are not refundable.
If you cancel before a prepaid milestone has begun, we will refund the unused prepaid amount minus a ten percent (10%) administrative fee, or apply the unused amount as a credit toward other Citinet services at your election.
Deposits that reserve a start date on the calendar are non-refundable if you cancel less than ten (10) business days before the scheduled start, because that slot cannot reasonably be refilled.
3. Managed IT and Virtual CIO Services
Monthly retainers are billed in advance. Either party may cancel with thirty (30) days’ written notice. The month in which notice is given remains payable. We do not prorate the current period unless we have materially failed to deliver the contracted service after written notice and a reasonable cure period of ten (10) business days.
4. Payment Processing, Gateway, and Transaction Fees
When Citinet or its processor (currently NMI and the acquiring bank behind that gateway) processes a card or ACH payment:
- A void may be possible before the batch settles, typically the same business day;
- After settlement, a refund must be issued back to the original payment method;
- Interchange, card-brand assessments, per-transaction gateway fees, and chargeback fees are not refundable by Citinet once incurred;
- If we charge you in error, we will refund or credit the erroneous amount in full after verification.
Customers of Citinet’s own products who were billed in error should contact us first rather than opening a chargeback. Unwarranted chargebacks may result in account suspension and recovery of the chargeback fee.
5. Hardware and Physical Goods
If Citinet sells hardware or other physical goods, unopened items in original condition may be returned within fourteen (14) days of delivery for a refund of the item price. Return shipping and original outbound shipping are the buyer’s responsibility unless the item arrived defective or was shipped in error. Opened software media, licenses, and custom-configured equipment are not returnable.
6. How Refunds Are Issued
- Card payments are refunded to the original card;
- ACH / e-check payments are refunded to the original bank account when the processor supports it; otherwise a check is mailed to the billing address on file;
- Wire or check payments are refunded by check or ACH to the originating account;
- We do not refund in cash or to a different cardholder except as required by law.
Approved refunds are submitted to the processor within seven (7) business days of approval. We are not responsible for issuer posting delays.
7. Non-Refundable Items
Unless required by law or expressly agreed in writing, the following are not refundable:
- Completed custom development and accepted deliverables;
- Third-party license fees, App Store / Claris / hosting pass-through costs already paid on your behalf;
- Settled processor, interchange, and chargeback fees;
- Services consumed during a prepaid period after the applicable cancellation window;
- Work performed to investigate a refund request that is determined to be unsupported.
8. Chargebacks and Disputes
Please contact Citinet before disputing a charge with your bank. We can usually resolve billing errors, duplicate charges, and authorized-refund requests faster than the chargeback process. If a chargeback is filed, we will provide the bank with the order record, these policies, and delivery evidence. Fraudulent or abusive chargebacks may be referred for collection.
9. Cancellations We Initiate
We may suspend or cancel Services for non-payment, suspected fraud, violation of our Terms, or a requirement of our processor or an acquiring bank. If we cancel for convenience and not for cause, we will refund prepaid, unused subscription time on a pro-rata basis. If we cancel for cause, prepaid amounts already earned are not refunded.
10. Exceptions Required by Law
Nothing in this policy limits any non-waivable right you may have under New York law or applicable card-brand rules. If a transaction is unauthorized, we will investigate promptly and refund amounts we confirm were not authorized.
11. Changes
We may update this policy by posting a revised version on this page. The version in effect on the date of your purchase governs that purchase.
12. Contact
Citinet Solutions, LLC
108 Village Square, Suite 189
Somers, NY 10589
Phone: (914) 449-4600 or (212) 951-7200
Email: privacy@citinetsolutions.com
Web: citinetsolutions.com/contact