Refund policy

What this policy covers

This policy covers consulting services billed directly by Jay Dixit, sole proprietor: internal tooling and workflow automation builds, process improvement work and IT procurement advisory, whether billed as a fixed-fee project or a monthly retainer.

It does not cover anything bought from a third party on your own account, such as hardware, software licences, cloud subscriptions, domain fees or vendor support contracts. Those are governed by that vendor's own refund terms, and I cannot refund money you did not pay to me.

Deposits

Project work starts with a deposit of [e.g. 50%] of the agreed fee, invoiced when the engagement agreement is signed. The deposit reserves the delivery window and covers preparation: reviewing documentation you provide, mapping the current process, planning the build and scheduling.

Retainers are invoiced [monthly in advance / describe your cycle] and cover an agreed block of hours or scope in that period.

Cancelling before work begins

If you cancel [e.g. 7 or more days] before the agreed start date, your deposit is refunded in full.

If you cancel inside [e.g. 7 days] of the start date, [e.g. 25%] of the deposit is retained to cover the reserved time and any preparation already done, and the remainder is refunded.

Cancelling after work begins

Either of us may end an engagement in writing at any time. On termination:

• You pay for work actually performed up to the termination date, at the rate or milestone schedule in the engagement agreement.
• Any amount you have already paid above that figure is refunded to you.
• Any amount owed above what you have paid is invoiced, payable within [e.g. 14] days.
• You receive the work product completed to that point, including partial tooling and whatever documentation exists, and I delete or return your working material as set out in the privacy policy.

If I am the one who terminates without cause, I refund all unearned fees and do not retain any part of the deposit.

Retainers are refunded pro rata for the unused remainder of the current period. Unused hours do not roll forward beyond [e.g. one period] unless the agreement says so.

What is not refundable

• Work already performed and delivered to the agreed scope.
• Time spent in scheduled sessions you did not attend, where you gave less than [e.g. 48 hours] notice.
• Out-of-pocket costs already committed on your behalf and non-recoverable.
• Third-party fees paid to vendors on your instruction.

If a deliverable is wrong

Tell me before asking for money back. If a deliverable does not match the written scope, email me within [e.g. 14] days of receiving it, describing specifically what is missing or wrong. I will correct it at no additional charge.

For software deliverables this includes defects: a tool that does not do what the scope says it does gets fixed. Report defects within [e.g. 30] days of delivery and I will repair them free of charge.

If I cannot bring a deliverable in line with the agreed scope after a reasonable attempt, I refund the portion of the fee attributable to it.

What a refund does not cover

A deliverable that matches the scope but did not produce the business outcome you hoped for is not grounds for a refund. I do not guarantee outcomes, because outcomes depend on adoption, training and decisions made after handover. That limit is stated in section 3 of the terms and in every engagement agreement.

Changes of scope after a build is underway are quoted as additional work, not treated as defects. New requirements are normal and I would rather price them than pretend they were in the original scope.

Losses arising from using a tool without the validation and human review described in section 5 of the terms are not refundable.

How to request a refund

Email jaydixit@dixitjay.com with the invoice number, the amount and the reason. I will respond within [e.g. 5] business days.

Approved refunds are issued by the same method you paid, within [e.g. 10] business days of approval. How long it then takes to appear depends on your bank or card issuer, not on me.

Disputes and chargebacks

Please raise a billing problem with me first. A chargeback filed before you have contacted me costs both of us time and money over something usually settled in one email.

If we cannot resolve it between us, the dispute resolution and governing-law terms in the engagement agreement apply, and failing that, section 12 of the terms.

Which document wins

Where this policy and a signed engagement agreement differ, the engagement agreement governs. This page describes my standard terms; the agreement records what you and I actually agreed.