Refund and Re-scope Policy — mAIb MVP Release Audit
> DRAFT — NOT LEGAL ADVICE. Requires review by a qualified solicitor before production use.
Version: 0.1 (draft) · Last updated: [DATE]
This policy governs refunds, re-scoping, and cancellation for the mAIb MVP Release Audit service. It forms part of the Service Terms.
[OWNER/SOLICITOR DECISION REQUIRED: consumer-vs-business classification and any mandatory statutory cancellation or refund rights that override this policy]
1. Stages of an engagement
For refund purposes, an engagement passes through these stages:
1. Payment received — you have paid, but we have not yet accepted the project.
2. Acceptance — we have confirmed in writing that we accept the project.
3. Materially started — we have begun substantive audit work (for example workspace set-up on your materials, evidence collection, or analysis), not merely intake review.
4. Delivered — the report (or agreed deliverable) has been provided.
2. Rejection before acceptance — full refund
2.1 If we reject a project before acceptance (for any reason, including scope, capacity, or Acceptable Use Policy concerns), you receive a full refund of amounts paid for that engagement.
2.2 If you withdraw before acceptance, you also receive a full refund. [OWNER DECISION REQUIRED: confirm withdrawal-before-acceptance is treated identically to rejection]
2.3 Refunds are issued to the original payment method via our payment provider. [OWNER DECISION REQUIRED: refund processing target timeframe]
3. Re-scoping
3.1 If, at intake or during the engagement, the project materially differs from what was described (for example a substantially larger codebase, additional services, or access constraints), we may issue a written re-scope proposal. A re-scope proposal may adjust the price, the turnaround target, or the deliverable scope.
3.2 You may accept the re-scope proposal or decline it. If you decline:
- before work has materially started, you receive a full refund;
- after work has materially started, Section 4 applies.
3.3 Work pauses while a re-scope proposal is open. Any turnaround target is suspended for the duration of the pause.
4. After the audit has materially started
4.1 Once the audit has materially started, refunds are pro-rated at our discretion, reflecting the work performed and evidence gathered to that point.
4.2 [OWNER DECISION REQUIRED: pro-rating method — e.g. by completed audit phases, by time spent, or by a fixed schedule; and any minimum non-refundable portion]
4.3 Where an engagement cannot be completed because required access or consent was not provided within a reasonable period after acceptance, we may close the engagement and apply this Section. [OWNER DECISION REQUIRED: waiting period before closure and refund treatment in access-failure cases]
4.4 Where we terminate for breach of the Acceptable Use Policy (including unlawfully obtained materials), refund treatment is at our discretion subject to applicable law. [OWNER DECISION REQUIRED: refund treatment on termination for breach]
5. After delivery
5.1 No refund is due after delivery of the report solely because you disagree with its findings, or because remediating the findings requires effort or cost.
5.2 If a delivered report contains a material error of fact, tell us within [OWNER DECISION REQUIRED: correction window, e.g. 14 days] and we will investigate and issue a corrected report where warranted. [OWNER DECISION REQUIRED: whether any partial refund is available for material report defects]
6. Founding Release Check and turnaround targets
6.1 The Founding Release Check (£149, first five qualifying projects) targets delivery within 24 hours of the point at which acceptance, access, and consent are all complete. The clock starts at acceptance, not payment.
6.2 Turnaround targets for all engagement types (including the 3-business-day target for the Release Readiness Audit at £495) are targets, not deadlines. Missing a target does not of itself trigger a refund. [OWNER DECISION REQUIRED: whether any goodwill remedy applies to significantly missed targets]
6.3 MVP Rescue Sprints (from £1,250, quoted after audit) are quoted individually; refund and milestone terms for a sprint are set in its quote and take precedence over this policy for that sprint. [OWNER DECISION REQUIRED: default sprint milestone/refund structure]
7. How to request a refund
Email [CONTACT EMAIL] from the address used for the order, quoting the engagement reference. We will confirm the applicable stage under Section 1 and respond with the outcome and reasoning.
8. Statutory rights
Nothing in this policy limits rights you have under applicable law that cannot be excluded or limited. [OWNER/SOLICITOR DECISION REQUIRED: identify applicable mandatory regimes based on governing law and customer classification]