Refund Policy

1. Free Consultations

Initial consultations booked through our website are provided free of charge and are not subject to this policy, since no payment is involved.

2. Project-Based Engagements

For custom software, AI, or other project-based development work:

• Deposits: Projects typically begin with an upfront deposit, as specified in your service agreement. Deposits secure your project slot and cover initial discovery and planning work, and are non-refundable once work has begun, except as described in Section 5.
• Milestone payments: For projects billed in milestones, each milestone payment becomes non-refundable once the associated work has been delivered and accepted, or once 7 days have passed since delivery without a documented dispute.
• Cancellation before work begins:If you cancel before any work has started, you're eligible for a full refund of any payment made, minus any non-recoverable costs already incurred on your behalf (e.g. third-party licenses purchased for the project).
• Cancellation after work begins:If you cancel after work has started, you're responsible for payment for work completed up to the cancellation date. Any remaining balance from an advance payment, beyond the value of work completed, will be refunded.

3. Retainer & Ongoing Support Services

For monthly retainer, staff augmentation, or ongoing support/maintenance engagements:

• Retainer fees are billed in advance for the upcoming period and are non-refundable for the current billing cycle once that cycle has started.
• You may cancel a retainer or ongoing engagement at any time with the notice period specified in your service agreement (typically 30 days). No refund is provided for the notice period, since resources are allocated to your engagement during that time.
• Unused hours or scope within a billing cycle do not roll over or convert to a refund unless explicitly agreed in writing.

4. Non-Refundable Items

The following are generally non-refundable, regardless of engagement type:

• Work already delivered, reviewed, and accepted by the client
• Third-party costs incurred on your behalf (software licenses, cloud infrastructure costs, API/data costs, domain/hosting fees)
• Custom development work specific to your requirements that cannot reasonably be reused for another client
• Consulting, strategy or advisory hours already delivered

5. When a Refund May Apply

You may be eligible for a partial or full refund if:

• We are unable to deliver the agreed scope of work due to a failure on our part, and a mutually agreed resolution (rework, credit, or partial refund) cannot be reached
• A project is cancelled by mutual agreement before the corresponding work has been completed
• You were charged in error (e.g. duplicate payment, incorrect amount)

Refund eligibility in all cases is evaluated against the specific terms of your signed service agreement or SOW, and the actual work completed at the time of the request.

6. How to Request a Refund

To request a refund, contact us at info@electroailab.com with:

• Your project or invoice reference number
• The reason for your refund request
• Any supporting documentation (e.g. correspondence about undelivered work)

We will review your request and respond within 10 business days. Approved refunds are processed within 14 business days to the original payment method, unless otherwise agreed.

7. Disputes

If you disagree with a billing charge or a refund decision, please contact us first at info@electroailab.com so we can work toward a resolution directly. We ask that you raise disputes with us before initiating a chargeback with your bank or payment provider, as chargebacks can delay resolution and may affect your account status with us while under review.

8. Currency & Payment Processing

Refunds are issued in the same currency and to the same payment method used for the original payment, wherever technically possible. Any currency conversion or payment processing fees incurred are non-refundable, as these are charged by third-party payment processors and banks, not by Electro AI Lab.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised “Last Updated” date. The policy in effect at the time you sign a service agreement will apply to that engagement, even if this page is later updated.