DeployPoint.ai — Refund & Credit Policy

Effective date: November 1, 2025

Scope: Applies to all services: fixed-price projects, custom AI/integration development, managed automations, monthly maintenance/support, and ad-hoc consulting.

1) Deposits & Fees

• Non-refundable deposit: A 10–20% initial deposit is required to reserve capacity and commence planning. It is applied to the project total and is non-refundable once a kickoff date is set.

• Milestones & monthly fees: Unless stated otherwise in the SOW or service order, amounts billed for delivered milestones, time incurred, and monthly maintenance/support are non-refundable once delivered or the billing period has started.

2) Non-Refundable Items

• The initial deposit.

• Work already performed (hours logged, completed milestones) and any delivered custom code, designs, models, or documentation.

• Third-party or pass-through costs (APIs, SaaS seats, hosting, model inference, domains, certificates, data labeling, app store fees, payment processing fees).

• Delays or rework caused by the client (e.g., late feedback, missing access, content changes).

3) Acceptance & Defect Reporting

• Acceptance window: The client has 7 business days from delivery of each milestone to accept or reject in writing. Absent a written rejection specifying material defects, the deliverable is deemed accepted.

• Material vs. minor issues: Cosmetic or trivial issues that do not impact core agreed functionality do not justify rejection.

• Reporting standard: Rejection must identify each defect with enough detail to reproduce.

4) Remedy → Credit → Refund (Remedies in Order)

• Remedy first: For any validated, material defect solely attributable to DeployPoint.ai and reported within the acceptance window, we will use commercially reasonable efforts to remediate at no charge.

• Credit second: If remediation is not feasible within a reasonable timeframe, we may issue a service credit up to the value of the affected milestone or portion.

• Refund last (exceptional): Only if remediation is not feasible and a credit is unsuitable, we may refund the affected portion excluding the non-refundable deposit and any third-party costs. Full refunds for completed work are not provided.

5) Time & Materials (Ad-hoc Work)

• Invoices reflect authorized time actually spent. Refunds are not offered for approved time entries. Erroneous entries, if any, will be credited on the next invoice.

6) Subscriptions, Maintenance & Managed Automations

• Cancellation: You may cancel effective at the end of the current billing period. Prepaid amounts for the current period are not refundable unless required by law.

• Service credits (SLA): If our managed automation or maintenance service experiences unplanned downtime or a material failure directly attributable to us:

  • 4 hours in a billing month: 10% credit

  • 12 hours: 25% credit

  • 24 hours: 50% credit
    Credits apply to the next invoice, do not convert to cash, and are capped at 50% of that month’s fee. Failures caused by third parties, force majeure, or client-side changes are excluded. Service credits are the sole remedy for SLA issues.

7) Cancellations & Terminations

• Client-initiated: If the client cancels after work begins, the deposit is forfeited. We will invoice for all work performed and costs incurred to date. Any prepayment for undelivered future work may, at our discretion, be credited (net of deposit and expenses) to future DeployPoint.ai services.

• DeployPoint.ai-initiated without client fault: We will refund any unearned fees for undelivered work (excluding the non-refundable deposit and third-party costs already incurred).

8) Client Responsibilities

• Provide timely access, inputs, approvals, environments, and test data. Schedules extend for client-caused delays. No refunds or credits are issued for delays or rework resulting from client inaction or changes in priorities.

9) Third-Party Dependencies & Force Majeure

• We integrate with external platforms and infrastructure. We are not liable for outages, deprecations, or failures of any third-party services or for events beyond our reasonable control. No refunds or credits are provided for such events; reasonable efforts will be made to mitigate.

10) Chargebacks & Disputes

• Contact us first to resolve issues. Unwarranted chargebacks may result in suspension of services and recovery of processor fees as permitted by law and contract.

11) How to Request a Credit or Refund

• Email support@deploypoint.ai within the applicable timeframe (acceptance window for deliverables; 7 calendar days for SLA claims).

• Include company name, SOW or invoice number, affected deliverable(s), a clear description of the issue, and supporting evidence.

• We will acknowledge within 2 business days and provide a plan or decision within 10 business days.

• Approved credits apply to the next invoice. Approved refunds, where issued, are processed to the original payment method within 30–60 days of approval.

12) Governing Law

This policy is governed by the laws of Ontario, Canada, and applicable federal laws of Canada. Venue and jurisdiction are in Ontario.

13) Updates

We may update this policy from time to time. The version in effect at the time of purchase or SOW signature applies to that transaction unless otherwise agreed in writing.=

14) Contact

DeployPoint.ai
Email: support@deploypoint.ai

Address: 103-2727 Steeles Ave W

North York, ON, M3J3G9

Canada