Refund Policy

Last Updated: January 2025

1. Overview

At AstroNexus Labs, we are committed to delivering exceptional value through our digital process consulting and advisory services. We understand that engaging a consulting partner is a significant investment, and we want you to feel confident in your decision. This Refund Policy outlines the terms and conditions under which refunds may be issued for our professional services.

Our services are tailored, knowledge-based advisory engagements. Unlike physical products or standardized software subscriptions, our deliverables involve significant intellectual effort, time, and expertise that begins from the moment an engagement commences. This policy has been designed to be fair to both our clients and our team while reflecting the nature of professional consulting services.

2. Service Tiers and Refund Eligibility

Our refund terms vary depending on the service tier and the stage of the engagement at which a refund is requested. Below is a detailed breakdown of our refund eligibility by service tier:

2.1 Process Diagnostic ($2,500)

The Process Diagnostic is a focused, short-duration engagement designed to provide a rapid assessment of your digital workflow landscape.

• Before Work Begins: If you request a cancellation before any diagnostic work has commenced (i.e., before the initial discovery call or data collection phase), you are eligible for a full refund minus a $250 administrative fee.
• During the Engagement: If the engagement has already begun (discovery calls have been conducted, data collection is underway, or analysis has started), refunds will be prorated based on the percentage of work completed, as determined by our project team.
• After Delivery: Once the diagnostic report and review session have been delivered, no refund is available, as the full scope of the service has been rendered.

2.2 Full Optimization Advisory ($6,800)

The Full Optimization Advisory is a comprehensive, multi-week engagement with several phases and deliverables.

• Before Work Begins: If you request a cancellation before any advisory work has commenced, you are eligible for a refund of the deposit paid minus a $500 administrative fee.
• Phase 1 Completed (Observation & Mapping): If the first phase of the engagement has been completed, a maximum refund of 40% of the total engagement fee may be issued, as significant intellectual work and resources have already been invested.
• Phase 2 Completed (Diagnosis & Recommendations): If the diagnosis and initial recommendations phases have been completed, a maximum refund of 15% of the total engagement fee may be issued.
• After Full Delivery: Once all deliverables have been presented and the engagement has been completed, no refund is available.

2.3 Guided Transformation ($11,500)

The Guided Transformation is our most comprehensive engagement, spanning multiple weeks with extensive advisory and implementation guidance.

• Before Work Begins: Full refund of the deposit minus a $750 administrative fee.
• Within First 2 Weeks: A refund of up to 50% of the total engagement fee may be issued, minus the value of work already completed.
• Weeks 3–5: A refund of up to 25% of the total engagement fee may be issued, minus the value of work completed.
• After Week 5: Given the extensive work investment, no refund is available for cancellations after week 5 of the engagement.
• After Full Delivery: No refund is available once all deliverables and follow-up sessions have been completed.

3. Refund Schedule Summary

Timing	Diagnostic	Optimization	Transformation
Before work begins	Full minus $250	Deposit minus $500	Deposit minus $750
Early phase	Pro-rated	Up to 40%	Up to 50%
Mid engagement	N/A	Up to 15%	Up to 25%
Late / After delivery	None	None	None

4. How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Send a written refund request to our team via email, clearly stating your name, company name, the service engagement in question, and the reason for your refund request.
• Step 2: Our project management team will review your request and respond within five (5) business days with a determination of refund eligibility based on this policy.
• Step 3: If your refund is approved, we will process the refund to your original payment method within ten (10) to fifteen (15) business days from the date of approval.
• Step 4: You will receive email confirmation once the refund has been processed, along with details of the refund amount.

Please note that we may request additional information or documentation to process your refund request. We aim to handle all refund requests promptly, fairly, and transparently.

5. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Administrative fees as specified in Section 2 above.
• Services that have been fully delivered and completed.
• Custom research, analysis, or deliverables that have already been produced and shared with the client.
• Third-party costs incurred on your behalf (such as software licenses, subscriptions, or tools purchased during tool selection guidance), which are your responsibility regardless of engagement status.
• Engagements terminated due to client breach of the Terms of Service or failure to provide required information despite reasonable requests.

6. Satisfaction Guarantee

While we do not offer unconditional money-back guarantees due to the nature of our advisory services, we are deeply committed to client satisfaction. If at any point during an engagement you feel that the work is not meeting the agreed-upon scope or quality standards, we encourage you to raise your concerns immediately with your project lead.

We will work with you in good faith to address any issues, which may include:

• Revising or supplementing deliverables to better meet your needs.
• Extending the engagement timeline to ensure thorough analysis.
• Assigning additional team resources to address specific areas of concern.
• Adjusting the project scope by mutual written agreement.

Our goal is to ensure that every client receives meaningful, actionable value from their engagement with AstroNexus Labs.

7. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

• Internal Review: Request a review by our senior management team, who will independently assess your refund request and provide a decision within ten (10) business days.
• Mediation: If the internal review does not resolve the dispute, both parties agree to attempt resolution through mediation before pursuing any other legal remedy.
• Legal Proceedings: As a final resort, disputes may be resolved through binding arbitration in accordance with the dispute resolution provisions outlined in our Terms of Service.

8. Force Majeure

If AstroNexus Labs is unable to fulfill its service obligations due to circumstances beyond our reasonable control (including but not limited to natural disasters, pandemics, government actions, or other force majeure events), we will work with you to either reschedule the engagement at a mutually convenient time or provide a pro-rated refund for any services not rendered.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the revised policy on our Site with an updated "Last Updated" date. The refund terms applicable to your engagement are those in effect at the time your project proposal or statement of work was executed.

10. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us:

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