Refund & Cancellation Policy

1. Consultation Services

Initial consultations are non-refundable once scheduled. This policy ensures our consultants' time is properly allocated and compensated.

• Rescheduling: Cancellations must be made 48 hours in advance for free rescheduling
• Late Cancellations: Cancellations within 48 hours forfeit the consultation fee
• No-Shows: Missed appointments without notice are non-refundable

2. Project-Based Services

Refund eligibility for project-based services depends on project stage and work completed:

• Pre-Work Phase: Full refund available within 14 days of contract signing if no work has commenced
• Active Projects: Partial refunds calculated based on percentage of work completed and documented deliverables
• Completed Milestones: Payment for completed milestones is non-refundable
• Custom Development: No refunds once custom code or configurations are delivered

3. Ongoing Support Services

Monthly support subscriptions operate under the following terms:

• Cancellation Notice: 30 days written notice required
• Billing Cycle: No refunds for partial months or unused time
• Annual Plans: Refunds prorated for remaining months minus a 20% administrative fee
• Service Continuation: Support continues through the end of the paid period

4. Cancellation Process

To cancel services or request a refund:

1. Send a written cancellation request to ismail.lafhiel@twily.co
2. Include your name, company, project/service details, and reason for cancellation
3. We will acknowledge receipt within 1 business day
4. Refund eligibility will be assessed within 2 business days
5. You will receive a detailed response with next steps

5. Refund Processing

Once a refund is approved:

• Timeline: Refunds are processed within 10 business days
• Method: Refunds issued to the original payment method
• Bank Processing: Allow 5-7 additional business days for bank processing
• Confirmation: You will receive email confirmation once processed

6. Service Delivery & Shipping

As a consulting and professional services company:

• Digital Delivery: All deliverables are provided digitally via email or secure file transfer
• No Physical Products: We do not ship physical products
• Remote Implementation: Services are delivered remotely or on-site as agreed
• Documentation: All documentation provided in electronic format (PDF, Word, etc.)

7. Exceptions and Special Circumstances

Refunds may be considered outside standard policy for:

• Service quality issues documented and unresolved
• Failure to deliver agreed-upon services
• Medical emergencies or force majeure events
• Mutual agreement to terminate services early

Each case is reviewed individually on its merits.

8. Non-Refundable Items

The following are non-refundable under all circumstances:

• Third-party software licenses purchased on your behalf
• Travel expenses incurred for on-site services
• Training sessions already conducted
• Custom reports and documentation already delivered

9. Dispute Resolution

If you disagree with a refund decision:

1. Request a review by emailing ismail.lafhiel@twily.co
2. Provide additional documentation supporting your case
3. A senior manager will review within 5 business days
4. Final decision will be communicated in writing

10. Contact Information

For refund or cancellation inquiries:
Email: contact@softwarebusiness.us
Software Business LLC, Wylie, Texas
Response Time: Within 2 business days