Refund Policy

Last updated: January 1, 2025

Our Progress Guarantee

At Access Assured, we're confident in our ability to help you recover your account. That's why we offer a Progress Guarantee: if we don't make documented progress on your case within our stated timeframes, you'll receive a full refund.

Important: We guarantee progress, not account recovery. The final decision on account access rests with your email provider (Google, Microsoft, Yahoo, Apple, etc.). However, we commit to making measurable progress toward recovery or giving you your money back.

Service-Specific Refund Terms

Free Assessment ($0)

No charge, no refund needed. You can use our free assessment as many times as you'd like.

Starter Recovery ($49)

Refund Window: 7 days from purchase

Progress Requirement: We must provide you with a comprehensive recovery plan within 48 business hours of receiving all necessary information from you.

What Counts as Progress:

• Delivery of a detailed, custom recovery checklist specific to your situation
• Provider-specific documentation templates tailored to your case
• At least one consultation (email or call) where we guide you through the recovery steps
• Email and call scripts prepared for your use with providers

Eligible for Refund If:

• We fail to deliver the recovery plan within 48 business hours after receiving your information
• The materials provided are generic and not customized to your situation
• We fail to respond to your support inquiries within 24 business hours

Concierge Recovery ($199)

Refund Window: 14 days from purchase

Progress Requirement: We must demonstrate documented progress on your case within 5 business days of receiving all necessary information and authorization from you.

What Counts as Progress:

• Submission of account recovery requests to the email provider on your behalf
• Receipt of acknowledgment or response from the provider (even if the initial response is a request for more information)
• Identification of a viable recovery path based on available information and provider requirements
• Completion of at least one liaison activity with the provider (phone call, chat, form submission, etc.)
• Successful recovery of a secondary account or verification method that advances the main recovery

Eligible for Refund If:

• We fail to submit recovery requests within 5 business days after receiving complete information
• We fail to respond to your inquiries within 4 business hours during business hours
• We don't take any documented action toward recovery during the timeframe
• You're not satisfied with our communication or service quality

How to Request a Refund

To request a refund, please email support@accessassured.co with "Refund Request" in the subject line. Please include:

• Your order number or email address used for purchase
• Brief explanation of why you're requesting a refund
• Any relevant details about our service or communication

Response Time: We'll respond to refund requests within 2 business days.

Processing Time: Approved refunds will be processed within 5-7 business days. Refunds are issued to the original payment method used at purchase.

Situations Outside Our Refund Policy

While we're committed to customer satisfaction, refunds may not be granted in these situations:

Provider Denials After Proper Submission

If we've submitted properly documented recovery requests to the provider and they deny access, this doesn't qualify for a refund. We've fulfilled our obligation by making progress on your case. Provider decisions are outside our control.

Example: We submit your recovery request to Google with all required documentation, and Google responds that they cannot verify your identity based on the information provided. We've made progress (submission and provider response), so the guarantee is fulfilled.

Incomplete Information from Customer

If you don't provide requested information or documentation within a reasonable timeframe (typically 7 days), we can't guarantee progress. The timeframe clock pauses while we're waiting for information from you.

Service Already Completed

If you've regained access to your account (whether through our service or independently), you're not eligible for a refund. You've received the value you paid for.

Change of Mind After Documented Progress

Once we've made documented progress on your case (as defined above), refunds based solely on a change of mind are not granted. However, if you're unsatisfied with our service quality or communication, please contact us—we want to make it right.

Beta Pricing Considerations

As an early customer during our beta period, we may offer additional accommodations beyond our standard policy. If you encounter any issues or have concerns about our service, please reach out to us directly. We're committed to:

• Learning from every customer interaction
• Being flexible with beta customers who help us improve
• Going above and beyond to ensure your satisfaction

During beta, we may offer service credits, extended support, or other accommodations even in situations that wouldn't normally qualify for refunds.

Partial Refunds

In some situations, we may offer partial refunds:

Work Partially Completed

If we've made some progress but not met all commitments, we may offer a partial refund proportional to the work completed.

Customer Recovers Access Independently

If you regain access to your account before we complete our work (using information or guidance we provided), we may offer a partial refund based on the stage of service delivery.

Delayed But Successful Recovery

If recovery takes significantly longer than expected due to provider delays (not our fault), but is ultimately successful, we may offer a partial refund or service credit as a goodwill gesture.

Subscription Services (Future)

If we offer subscription services in the future, the following will apply:

• You can cancel subscriptions anytime with no penalty
• Cancellations take effect at the end of your current billing period
• No refunds for partial months—you receive service through the end of your paid period
• If you cancel within 7 days of your first subscription payment, you're eligible for a full refund

Chargebacks and Payment Disputes

If you dispute a charge with your credit card company or payment processor without first contacting us, we may be unable to provide a refund through our normal process. Chargebacks also typically result in:

• Immediate suspension of services
• Forfeiture of any progress made on your case
• Potential inability to use our services in the future

Please contact us first. We're committed to resolving any issues directly and will work with you to find a fair solution.

Changes to This Policy

We may update this Refund Policy periodically as our services evolve. When we make changes, we'll:

• Update the "Last updated" date at the top of this page
• Notify active customers via email
• Post a notice on our website

Changes will not affect refund eligibility for purchases made before the policy update.

Questions About Refunds?

If you have questions about our refund policy or want to discuss your specific situation, please contact us:

Access Assured LLC
Email: support@accessassured.co
Subject Line: "Refund Policy Question"

We typically respond within 4-24 business hours depending on your service level.

Our Commitment to You

This refund policy reflects our confidence in our services and our commitment to customer satisfaction. We want you to feel secure when purchasing from Access Assured, knowing that:

• We guarantee progress, not just effort
• We're transparent about what we can and can't control
• We're fair in evaluating refund requests
• We're responsive to concerns and feedback

Thank you for trusting Access Assured with your account recovery needs. We're here to help.