Refund Policy

Our Commitment

We are committed to delivering high-quality services and client satisfaction. This Refund Policy outlines the terms under which refunds may be issued for our services.

1. One-Time Services (Audits, Prototyping Packages, Training)

Before Service Delivery Begins:

Full Refund Available: If you cancel before our first scheduled session or before any work has begun, you will receive a 100% refund, no questions asked. Please notify us via email at least 24 hours before the scheduled start.

After Service Delivery Has Started:

Partial Refund Based on Completion:

• 0-25% Complete: 75% refund available
• 26-50% Complete: 50% refund available
• 51-75% Complete: 25% refund available
• 76-100% Complete: No refund available (service substantially delivered)

Satisfaction Guarantee:

If you are unsatisfied with the quality of our work, we will first attempt to remedy the issue at no additional cost. If we cannot resolve your concerns within a reasonable timeframe, a partial or full refund may be issued at our discretion.

2. Monthly Retainer Services (Shadow Operator)

During Minimum Commitment Period:

No Refunds: Monthly retainer fees are non-refundable during the minimum commitment period (3 months for Lite/Professional, 6 months for Enterprise).

Cancellation: You may provide 30 days written notice to cancel at the end of the minimum period. Services will continue through the notice period.

After Minimum Commitment Period:

Month-to-Month: Either party may cancel with 30 days written notice. No refund for current billing period, but services continue through notice period.

Service Issues:

If we fail to deliver agreed-upon services in any given month, you may request a pro-rated refund for that month's fee.

3. Refund Request Process

To request a refund:

1. Send an email to admin@ntengineer.com with subject line "Refund Request"
2. Include: Your name, service purchased, reason for refund request
3. We will respond within 2 business days
4. If approved, refunds are processed within 7-10 business days via original payment method

4. Non-Refundable Items

The following are non-refundable:

• Third-party tool subscriptions purchased on your behalf
• Services already fully delivered and accepted
• Time spent on custom work at your request beyond original scope
• Monthly retainer fees during minimum commitment period

5. Dispute Resolution

If you are unsatisfied with our services or refund decision:

1. First: Contact us directly to discuss your concerns
2. Second: We will work in good faith to find a fair resolution
3. Third: If unresolved, disputes may be subject to mediation before legal action

6. Chargebacks

If you initiate a chargeback with your payment provider without first contacting us for a refund, we reserve the right to:

• Suspend or terminate all services immediately
• Pursue collection of disputed amounts plus administrative fees
• Report fraudulent chargebacks to relevant authorities

We encourage you to contact us first to resolve any billing issues.

7. Service Delays

If we experience delays beyond our control (illness, technical issues, force majeure), we will:

• Notify you as soon as possible
• Provide a revised timeline
• Offer the option to wait or receive a full refund

8. Changes to Refund Policy

We may update this Refund Policy from time to time. Changes will not affect services already purchased. The "Last Updated" date indicates the most recent revision.

9. Contact Information

For refund requests or questions about this policy:

Email: admin@ntengineer.com

Response Time: Within 2 business days