Refund Policy

This Refund Policy applies to one-time done-for-you services sold by BURAK DEMIRBAS LLC under the MASQON brand.

1. Service Model

Masqon sells one-time done-for-you implementation services, not a recurring SaaS subscription. Because delivery begins shortly after purchase and requires technical review, setup, validation, and business labor, refunds are limited to the conditions described below.

2. Working Install or Full Refund

Where Masqon states “working install or full refund”, that means a full refund may be issued if:

• the client provides all required information, access, permissions, credentials, and materials needed for delivery;
• the client cooperates reasonably during setup and validation;
• the requested implementation remains within the originally purchased scope;
• the client environment and selected third-party systems are reasonably compatible with the purchased implementation; and
• Masqon is unable to complete the agreed working install despite those conditions being met.

3. When a Full Refund Does Not Apply

A full refund does not apply where failure or dissatisfaction results from:

• missing, delayed, incomplete, or revoked client access;
• client-side permissions, platform restrictions, or environment incompatibility;
• changes in scope after purchase;
• new requirements introduced after work has started;
• third-party outages, API changes, platform policy changes, or service interruptions outside Masqon’s control;
• client refusal or delay in testing, validating, or responding during delivery;
• preference-based dissatisfaction where the agreed working scope has been delivered;
• issues outside the original package scope.

4. Support Window First

Where your package includes a post-delivery support window, Masqon may first use that support window to fix covered delivery issues before deciding a refund request.

Current support windows are:

• Starter: 7 days
• Growth: 14 days
• Full Stack: 30 days

5. Partial Refunds

Masqon may, at its sole discretion, offer a partial refund where some but not all of the purchased scope was delivered, or where a commercial resolution is appropriate. Partial refunds are not guaranteed and are handled case by case.

6. Chargebacks and Good-Faith Resolution

Before opening a chargeback or payment dispute, you agree to contact Masqon at burak@masqon.com and allow a reasonable opportunity to review and address the issue in good faith.

7. Refund Request Deadline

Any refund request must be submitted in writing to burak@masqon.com within 7 calendar days after the relevant delivery notice or after the point at which you reasonably believe the agreed working install could not be completed within scope.

8. Evidence We May Request

To evaluate a refund request, Masqon may request relevant evidence, including screenshots, workflow behavior, communications, access history, testing results, or other information needed to determine whether the agreed scope was delivered.

9. Processing of Approved Refunds

If a refund is approved, it will generally be issued back to the original payment method where possible. Processing time depends on the payment provider and banking systems.

10. Contact

Burak Demirbas
BURAK DEMIRBAS LLC
30 N Gould St Ste N, Sheridan, WY 82801, United States
burak@masqon.com