Refund & Cancellation Policy

1. Overview

At Strata Labs Ltd ("Strata Labs"), we strive to deliver exceptional value through our software development and consulting services. We understand that circumstances may change, and this policy outlines our approach to refunds and cancellations.

2. Service Agreements

All services are governed by individual project agreements that specify:

• Project scope and deliverables
• Payment milestones
• Specific refund terms for the project
• Cancellation procedures

3. Refund Eligibility

3.1 Eligible for Refund

• Services not yet commenced: full refund less the administrative fee in section 5.1
• Non-delivery of agreed services within specified timeframe
• Failure to meet agreed quality standards after reasonable remediation attempts
• Mutual agreement between parties

3.2 Not Eligible for Refund

• Completed and delivered work that meets specifications
• Changes in client requirements after project commencement
• Delays caused by client's failure to provide necessary information
• Third-party service fees or licenses already purchased
• Custom development work already completed
• Voluntary contributions to the Strata Blog (see 3.3)

3.3 Voluntary Blog Contributions

Contributions to the Strata Blog are voluntary and are generally not refundable. If you were charged in error (for example, a duplicate charge or an incorrect amount), contact us within 30 days of the charge and we will refund the erroneous amount in full.

3.4 Project Deposits

Deposits, including the 25% E-Commerce Standard deposit, are refundable if you cancel before work begins, less the administrative fee set out in section 5.1. Once work has started, the rest of section 5 (Project Cancellation) applies.

4. Refund Process

To request a refund:

1. Submit a written request to matthew@strataconsult.io within 30 days
2. Include project details and reason for refund request
3. We will review and respond within 5 business days
4. If approved, refunds are processed within 10-14 business days
5. Refunds are issued to the original payment method

Card payments are processed by Stripe. Once we issue a refund, it usually appears on your statement within 5-10 business days, depending on your card issuer. Refunds are made in the currency of the original charge, so the amount you receive may differ slightly because of exchange-rate changes or your card issuer's fees.

Please contact us before filing a dispute or chargeback with your card issuer. We can usually resolve billing issues faster directly.

5. Project Cancellation

5.1 Client-Initiated Cancellation

• Before project start: Full refund less a 10% administrative fee, which may be adjusted depending on the size of the project
• Within first 25% of timeline: 75% refund of unused portion
• Within 26-50% of timeline: 50% refund of unused portion
• After 50% of timeline: No refund, payment for completed work due

5.2 Strata Labs-Initiated Cancellation

If we need to cancel a project due to unforeseen circumstances:

• Full refund of any unused prepayments
• Delivery of all completed work to date
• Documentation and knowledge transfer
• 30-day support for transition

6. Milestone-Based Projects

For projects with milestone payments:

• Completed milestones are non-refundable
• Current milestone may be partially refundable based on completion percentage
• Future milestones are fully refundable if not started
• Each milestone includes a 7-day review period for feedback

7. Subscription Services

For ongoing support and maintenance contracts:

• Monthly contracts: 30-day notice required for cancellation
• Annual contracts: Prorated refund for unused months (minus 15% early termination fee)
• No refunds for the current billing period once services are rendered

8. Dispute Resolution

In case of disputes regarding refunds:

1. Initial discussion between project stakeholders
2. Formal review by management within 10 business days
3. Mediation through agreed third party if necessary
4. Legal remedies as per the governing law stated in our Terms of Service

9. Special Circumstances

We may consider exceptions to this policy in cases of:

• Documented medical emergencies
• Natural disasters affecting business operations
• Government-mandated business closures
• Other force majeure events

10. Contact Information

For refund requests or questions about this policy:

11. Policy Updates

This refund and cancellation policy may be updated periodically. Changes will be posted on this page with an updated effective date. Existing agreements will be honored under the policy version in effect at the time of signing.