Refund Policy

1. Consulting Services

Payments for completed consulting services are generally non-refundable. This includes but is not limited to:

• Strategic consulting sessions and advisory calls
• Technical workshops and training sessions
• System audits and technical assessments
• Architecture reviews and design consultations
• Implementation planning and roadmap development
• Technology evaluation and vendor selection advisory
• Process analysis and optimization recommendations

Once a consulting session has been conducted or a deliverable has been provided, the associated fees are considered earned and non-refundable. This policy reflects the time, expertise, and preparation invested by our consultants.

2. Project Deposits

Initial project deposits are collected to reserve scheduling, initiate research, begin architecture planning, allocate technical resources, and commence onboarding activities. Deposit refund eligibility is as follows:

• Deposits may be fully refundable if cancellation occurs within 48 hours of payment and before any project work has commenced
• Deposits are non-refundable once project preparation, research, or planning activities have begun
• Deposits may be partially refundable at our discretion if cancellation occurs before significant work has been completed
• Deposits applied toward project milestones are non-refundable once those milestones are initiated

The specific deposit terms for each engagement are outlined in the applicable service agreement or statement of work.

3. Subscription & Retainer Services

Monthly retainers, support plans, and ongoing optimization services are subject to the following refund and cancellation terms:

• Retainer services may be canceled with written notice as specified in the service agreement (typically 30 days)
• Fees for the current billing period are non-refundable upon cancellation
• Unused retainer hours do not carry over to subsequent periods unless explicitly agreed in writing
• Prepaid retainer packages may be eligible for partial refund of unused months with 30-day written notice
• Cancellation does not relieve the client of payment obligations for services already rendered

4. Development Work

Refunds are not available for completed development work and deliverables. Non-refundable development work includes:

• Completed project milestones and deliverables
• Delivered code, scripts, and software components
• Completed system integrations and API connections
• Architecture diagrams and technical documentation
• Automation workflows and campaign configurations
• Deployed infrastructure and cloud configurations
• Database schemas and data models
• Custom reports and analytics dashboards
• Training materials and knowledge transfer documentation

Work is considered "completed" upon delivery to the client, regardless of whether the client has reviewed or implemented the deliverable. Clients are encouraged to review deliverables promptly and communicate any concerns within the review period specified in the service agreement.

5. Client Delays

Failure to provide required resources, access, or approvals does not qualify for refunds. Specifically, refunds will not be issued when project delays or failures are caused by:

• Failure to provide required system access, credentials, or permissions
• Delayed approval of deliverables, designs, or technical specifications
• Unavailability of key client personnel or decision-makers
• Incomplete or inaccurate information provided to our team
• Changes in client business priorities or organizational structure
• Failure to complete prerequisite tasks assigned to the client
• Delayed feedback or review of submitted work

We recommend clients designate a primary point of contact and ensure all necessary resources are available before project commencement to avoid delays.

6. Third-Party Costs

Third-party costs incurred on behalf of clients are strictly non-refundable. These include:

• Third-party platform fees and software licenses
• Cloud infrastructure costs (AWS, Azure, Google Cloud)
• API usage charges and integration platform fees
• Hosting fees and domain registration costs
• External subscription services procured for the project
• Data services and enrichment platform costs
• Advertising spend and media buying costs

Clients are responsible for understanding and approving all third-party costs before they are incurred. We will provide estimates and seek approval for significant third-party expenditures.

7. Dispute Resolution

We are committed to resolving billing and service concerns fairly and professionally. Our dispute resolution process is as follows:

• Step 1: Contact us directly at info@engagevol.com with a detailed description of your concern
• Step 2: Our team will acknowledge your inquiry within 2 business days
• Step 3: We will conduct a thorough review of the matter within 5 business days
• Step 4: We will propose a resolution, which may include service credits, partial refunds, or additional work
• Step 5: If agreement cannot be reached, disputes will be resolved through binding arbitration in Missouri

We strongly encourage clients to contact us before initiating any formal dispute process. Most concerns can be resolved quickly through direct communication.

8. Approved Refunds

In cases where a refund is approved by ENGAGE EVOLUTION LLC, the following processing terms apply:

• Approved refunds will be processed within 14 business days of approval
• Refunds will be issued to the original payment method used for the transaction
• Processing times may vary depending on your financial institution (typically 3-10 business days after processing)
• Partial refunds may be issued as service credits applicable to future engagements
• Refund approval is at the sole discretion of ENGAGE EVOLUTION LLC management

You will receive written confirmation of any approved refund, including the amount, method, and expected processing timeline.

9. Chargebacks

Clients agree to contact ENGAGE EVOLUTION LLC directly before initiating any chargeback or payment dispute with their financial institution. Unauthorized chargebacks may result in:

• Immediate suspension of all active services and projects
• Termination of the client relationship
• Collection of outstanding balances plus chargeback fees
• Legal action to recover damages and costs
• Reporting to credit bureaus where applicable

We take chargeback fraud seriously. All chargebacks are thoroughly investigated, and we will provide comprehensive documentation to payment processors to contest fraudulent or unjustified chargebacks.

10. Service Scope Changes

Changes in client circumstances after project initiation do not automatically qualify for refunds. Specifically, the following situations do not entitle clients to refunds:

• Changes in business strategy or organizational priorities
• Staffing changes or leadership transitions
• Budget reductions or financial constraints arising after project commencement
• Mergers, acquisitions, or corporate restructuring
• Changes in internal technology decisions or platform preferences
• Competitive market changes affecting project relevance

If significant business changes affect your project, we encourage you to contact us to discuss options such as project pausing, scope modification, or phased delivery.

11. Custom Enterprise Solutions

Enterprise automation systems and integration projects involve significant upfront investment in planning, architecture design, and engineering. Refund eligibility for enterprise engagements is evaluated on a case-by-case basis considering:

• Total hours invested by our engineering and consulting team
• Third-party costs incurred on behalf of the client
• Stage of project completion at time of cancellation request
• Deliverables already provided to the client
• Contractual obligations and service agreement terms
• Reason for cancellation and circumstances involved

Enterprise clients are encouraged to review their service agreements carefully and discuss any concerns with their dedicated account manager before requesting cancellation or refunds.

12. Contact Information

For refund requests, billing inquiries, or questions about this Refund Policy, please contact us: