Refund & Cancellation Policy

1. Purpose & Operating Principle

At Pepoint Solution, we engineer custom software, web platforms, AI systems, and high-impact digital campaigns with rigorous quality benchmarks. Because digital engineering requires dedicated developer time, cloud compute allocations, and specialized architecture design, refunds are governed by transparent, milestone-bound agreements.

Every client engagement operates under a signed Statement of Work (SOW) or digital agreement detailing clear milestones, functional specifications, deliverables, and acceptance criteria.

2. Milestone-Based Development Projects

For custom engineering (Web, Mobile App, AI, Software Development):

• Pre-Kickoff Cancellation: If a client cancels before engineering commencement, any project deposit minus a 10% administrative onboarding fee will be refunded within 10 business days.
• In-Progress Milestones: Work is delivered in sequential sprints. Once a sprint milestone is submitted for client review, the client has a standard 7-business-day acceptance period.
• Milestone Non-Acceptance: If a deliverable materially deviates from the documented SOW specifications, Pepoint Solution provides up to two rounds of corrective revisions at zero additional charge. If after revisions the deliverable remains non-compliant, the client may terminate the sprint and receive a refund for the unapproved milestone fees.
• Completed & Approved Milestones: Once a milestone is formally accepted or deployed to production, associated milestone fees are non-refundable.

3. Retainers & Recurring Services (SEO, Digital Marketing, SLA Support)

For ongoing monthly subscription retainers:

• Cancellation Notice: Retainer agreements may be cancelled at any time by providing 14 calendar days written notice prior to the next billing cycle.
• Pro-Rata Adjustments: If a cancellation occurs mid-cycle, fees for unused full calendar weeks will be credited or refunded upon request.
• Ad Spend & Third-Party Fees: Media ad spend paid directly to ad platforms (Google Ads, Meta Ads) or third-party APIs (OpenRouter, Cloudflare, AWS) are non-refundable through Pepoint Solution.

4. 30-Day Post-Deployment Warranty

All custom web and software builds include a 30-day post-launch technical warranty. Any software bugs or errors identified within the agreed original scope are resolved immediately with critical priority at no cost.

5. Dispute Resolution & Refund Request Process

To initiate a refund review or cancellation:

1. Submit a formal notice to info@solution.pe-point.org referencing your Project ID or Invoice Number.
2. Our project management and technical review team will schedule a resolution call within 48 business hours.
3. Approved refunds are processed via the original payment method (Bank Wire / Stripe) within 7 to 14 business days.