Refund and cancellation policy

The audit

The audit fee is refunded in full if you cancel before work begins.

Once the first session has taken place the fee is not refundable. The days are reserved for you and the findings document is delivered as a written deliverable that is yours to keep, whether or not you go on to commission a build.

If you do commission a build, the audit fee is credited against it in full.

The build

A build is quoted as a fixed price and invoiced against agreed milestones. If an engagement ends before a milestone is delivered, the fee for that milestone is refunded. Fees for milestones already delivered and accepted are not refundable.

The monthly service

Either party may end the monthly service on 30 days' written notice. The month in which notice is given is payable in full and is not refunded on a pro-rata basis. Nothing is charged after the notice period.

You keep everything already deployed in your own accounts.

Where we guarantee a service level

Some builds carry a written service guarantee, for example a maximum response time to inbound enquiries. Where we give a guarantee in writing and do not meet it, we refund the fee that the guarantee attaches to.

A service guarantee applies only to the fee named in it. It does not extend to the audit or to any other part of the work.

How to request a refund

Email indigo@indigocollective.ai with the invoice reference and what you are asking for. We acknowledge within two business days and give a decision within five business days.

• Refunds are made to the original payment method.
• An approved refund is processed within ten business days of the decision.
• A card payment is refunded to the same card. We cannot refund a card payment to a bank account.

If something has gone wrong

If you are unhappy with the work, tell us before you ask for a refund. Most of what a refund request is really about is a scope or expectation problem, and that is usually faster to fix than to unwind.