Refund Policy

At NEON SEED STUDIOS INC, we specialize in delivering high-value custom software architectures and managed platforms. Due to the bespoke, resource-intensive nature of professional software engineering, our billing and refund protocols are strictly defined.

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1. Custom Software Development & Integration Services

Our core business involves dedicating highly skilled engineering resources to your specific operational problems. Because these resources cannot be re-allocated once committed, the following terms apply to all custom builds (e.g., Client Portals, Agency Management Systems, PSA integrations):

1.1 Retainers and Upfront Deposits

To initiate a custom development project, we require an upfront deposit or retainer as specified in your Statement of Work (SOW) or Master Services Agreement (MSA). This deposit reserves engineering capacity, initiates the discovery and architecture phase, and covers initial administrative onboarding. All upfront retainers and deposits are strictly non-refundable under any circumstances.

1.2 Milestone Payments

We bill custom projects based on defined, objective milestones (e.g., UI/UX Approval, Alpha Release, UAT Delivery, Final Deployment). Once a milestone is delivered and formally approved by the client according to the acceptance criteria in the SOW, the associated payment becomes fully earned. Payments for completed and approved milestones are non-refundable.

1.3 Project Cancellation by Client

We understand that business priorities shift. If a client must cancel a project prior to completion:

• The client must provide written notice of cancellation to their designated Project Manager.
• The client is liable for all billable engineering, design, and administrative hours incurred by NEON SEED STUDIOS up to the exact date of the written cancellation notice.
• The client is also liable for any non-cancelable third-party expenses (e.g., specialized server provisioning, API licensing) incurred specifically for their project.
• If the client's prepaid amounts (excluding the non-refundable initial deposit) exceed the total incurred costs calculated at the time of cancellation, NEON SEED STUDIOS will refund the remaining balance within thirty (30) business days. If incurred costs exceed prepaid amounts, the client will be invoiced for the difference, due net-15.

2. SaaS Subscription Services

For clients utilizing our standardized, subscription-based platform products or managed hosting services, the following rules apply:

2.1 Monthly Subscriptions

Monthly subscriptions are billed in advance on a recurring monthly cycle. Monthly subscriptions are non-refundable. You may cancel your monthly subscription at any time via your account portal or by contacting support. Upon cancellation, you will not be charged for subsequent months, and you will retain full access to the platform through the end of your current paid billing period.

2.2 Annual Subscriptions

Annual subscriptions offer a discounted rate in exchange for a one-year commitment, billed upfront. We offer a limited grace period for annual commitments:

• First 30 Days: If you cancel an annual subscription within the first thirty (30) days of the initial purchase, you may request a pro-rated refund. We will retain the equivalent of one month's fee at the standard (non-discounted) monthly rate, and refund the remainder of the annual fee.
• After 30 Days: After the initial 30-day period has passed, annual subscriptions become strictly non-refundable. Cancellations made after this period will prevent the subscription from auto-renewing the following year, but no prorated refunds will be issued for the remaining time in the current year.

3. Service Level Agreements (SLAs) and Outages

We engineer for maximum uptime, but external factors can occasionally cause disruptions. Our liability and your recourse for platform downtime are governed by the specific Service Level Agreement (SLA) appended to your MSA.

Generally, if our managed platform fails to meet the guaranteed uptime percentage (e.g., 99.9%) in a given calendar month, affected enterprise clients may be eligible for SLA Credits. These credits are applied to future billing cycles and cannot be exchanged for cash refunds. Please consult your specific SLA documentation for exact calculation metrics and claim procedures.

4. Dispute Resolution and Quality Assurance

We stand by the quality of our code. However, refunds are not a mechanism for resolving subjective design disagreements or "buyer's remorse."

If you believe a delivered software component contains a material defect or deviates significantly from the mutually agreed-upon scope (as defined in the SOW):

1. You must notify us in writing via our official support channels within fourteen (14) days of the deliverable being presented for User Acceptance Testing (UAT).
2. You must provide reproducible steps or detailed documentation of the defect/deviation.
3. We will work diligently and at our own expense to rectify the defect and bring the deliverable into compliance with the SOW.

Refunds will not be issued for feature requests, scope changes, or subjective aesthetic preferences raised after engineering has commenced. These will be handled via a formal Change Order process and billed additionally.

5. Chargebacks and Payment Disputes

We encourage clients to contact us directly to resolve any billing issues. Initiating a chargeback or payment dispute with your bank or credit card provider without first attempting to resolve the issue directly with NEON SEED STUDIOS constitutes a material breach of our Terms of Service.

In the event of an unjustified chargeback:

• We reserve the right to immediately suspend all services, platform access, and development work until the dispute is resolved.
• The client will be liable for any fees or penalties incurred by NEON SEED STUDIOS as a result of the chargeback.

6. Processing of Approved Refunds

If a refund is approved by our billing department in accordance with this policy:

• Refunds will be processed back to the original method of payment used for the transaction (e.g., the specific credit card or bank account). We cannot issue refunds to alternate cards or via alternate methods (e.g., check or wire) unless the original method is permanently closed.
• Please allow 10-15 business days for the refund to be processed by our payment gateway. Furthermore, your bank or credit card company may require additional time to post the funds to your account statement.

7. Contacting Billing Support

To submit a dispute, request a cancellation, inquire about SLA credits, or discuss a refund, please direct all correspondence to our billing and compliance department: