Refund Policy

Eligible for Refund

• Refunds are only considered for unused, prepaid services if work has not started
• Project cancelled before any work has begun (subject to deposit policy)
• We fail to deliver agreed-upon project milestones within specified timeframes
• Technical failures that cannot be resolved within reasonable timeframes

Service Guarantee

Stratosyn Labs guarantees that work will be completed as described in the project scope. Deviations from the scope must be formally agreed upon in writing.

• Consultation services and strategic planning sessions
• Custom work that has been completed and delivered as specified
• Third-party costs (hosting, licenses, subscriptions) already incurred
• Work completed more than 30 days prior to refund request
• Projects where client has requested significant scope changes
• Training services that have been delivered

How to Request a Refund

1. Send written request to [email protected]
2. Include project details, contract number, and reason for refund
3. Provide any supporting documentation or evidence
4. Must be submitted within 5 days of project delivery

Processing Timeline

• Review Period: Disputes will be reviewed within 7 business days
• Refund Processing: If eligible, refunds will be issued through the original payment method
• Communication: Clients are encouraged to communicate concerns immediately

Satisfaction Clause

We work closely with clients to ensure satisfaction before final delivery. Our intake and preview processes are designed to avoid issues early. Clients are encouraged to communicate concerns immediately.

• Refunds will be issued to the original payment method
• Credit card refunds may take 5-10 business days to appear
• Bank transfer refunds typically process within 3-5 business days
• Processing fees and third-party costs are generally non-refundable

If you disagree with our refund decision:

1. Request a detailed explanation of the decision
2. Provide additional documentation supporting your claim
3. Request escalation to senior management review
4. Consider mediation through a neutral third party if necessary

To ensure fair refund consideration:

• Communicate concerns promptly when they arise
• Provide clear feedback during project milestones
• Allow reasonable time for issue resolution before requesting refunds
• Return any project materials or access provided if refund is approved

Before requesting a refund, consider these alternatives:

• Project scope modification to better meet your needs
• Additional consultation to address concerns
• Timeline extension to ensure quality delivery
• Credit toward future services