1. General Refund Policy

Given the personalized and project-based structure of our services, full refunds are typically not available once work has commenced. However, partial refunds or alternative resolutions may be reviewed under the following conditions:

• A refund request is submitted within five business days of the initial payment.
• The project remains in its preliminary phase or has not yet entered active production.
• A formal written explanation accompanies the refund request.

2. Refund Eligibility Criteria

Refund consideration may apply in the following scenarios:

• Before Project Initiation: A full refund, less applicable transaction fees, may be issued if requested within 24 hours of payment and before the start of work.
• Client-Requested Cancellation: If cancellation occurs before the project reaches 30% completion, a partial refund may be granted based on progress.
• Failure to Deliver: If Earth H2O DAG cannot fulfil the engagement due to internal constraints or force majeure circumstances, a prorated or full refund will be calculated according to completed milestones.

3. Service-Specific Refund Conditions

Due to varying project scopes and deliverables, refund terms differ by service category:

4. Non-Refundable Circumstances

Refunds will not be granted in the following situations:

• Approval and delivery of final project outputs.
• Changes in preference or expectations beyond the agreed project scope.
• Delays caused by client inaction, missed approvals, or lack of collaboration.
• Third-party services already procured (e.g., hosting, licensing, ad spend).
• Accessed or downloaded proprietary software or digital assets.
• Scope expansions executed without formal approval of revised timelines or budgets.

5. Revisions & Resolution First Policy

Before initiating a refund request, clients are required to:

• Utilize the allocated revision rounds as defined in the service agreement.
• Communicate concerns directly to allow corrective action.
• Refunds will only be evaluated after reasonable efforts toward resolution have been made.

6. Cancellation Procedure

To cancel a project:

• Submit a written cancellation request to sales@eh20-dag.com.
• If cancelled within 24 hours and no work has begun, a full refund minus transaction fees will be issued.
• If work has commenced, refunds will depend on service type and project stage.
• For subscription-based or multi-phase engagements, future phases may be cancelled; completed phases remain non-refundable.

7. Refund Request Process

To initiate a refund:

• Email sales@eh20-dag.com with your Order ID, Project Name, and explanation for the request.
• Requests are reviewed within 5-7 business days.
• Approved refunds are processed within 7-14 business days via the original payment method.
• Payment gateway processing fees (e.g., Stripe, PayPal) will be deducted from the refund amount.

8. Chargebacks & Payment Disputes

Clients agree to seek resolution through our internal support channels before filing chargebacks. Earth H2O DAG reserves the right to dispute unjustified chargebacks by presenting documented records of work progress, approvals, and communications.

9. Force Majeure

We are not responsible for delays or inability to perform due to circumstances beyond our control, including:

• Natural disasters or emergencies.
• Infrastructure or server outages.
• Armed conflict, civil unrest, or public health crises.
• Governmental regulations or restrictions.

10. Client Cooperation Requirement

Refund eligibility may be denied if:

• Required materials, approvals, or feedback are not provided promptly.
• Communication lapses extend for prolonged periods.
• Insufficient collaboration affects project progression or delivery timelines.

11. Third-Party Platform Dependencies

Projects that rely on third-party technologies (e.g., AWS, Meta Ads, Google APIs, OpenAI, or similar platforms) are subject to the availability and policy frameworks of those providers. Earth H2O DAG is not liable for refund claims arising from third-party disruptions, outages, or pricing adjustments.

12. Currency & International Payments

• Refunds are processed in the original transaction currency (USD).
• International banking charges, currency conversion fees, or exchange rate differences are the responsibility of the client.

13. SLA Breach & Downtime Compensation

For managed IT services governed by a Service Level Agreement (SLA):

• Service credits, not monetary refunds, may be issued if agreed-upon uptime or response metrics are not met.
• Credits are applied to future billing cycles or renewals.

14. Termination by Earth H2O DAG DAG

We reserve the right to terminate services without refund in cases involving:

• Harassment, abusive conduct, or threats toward personnel.
• Fraudulent or deceptive practices.
• Violations of policies or applicable laws.
• Suspected unethical or improper business conduct.

15. Trial, Proof of Concept & Pilot Engagements

• Trial services, Proof of Concept (POC), or pilot programs are non-refundable unless otherwise specified in writing.
• These engagements are provided with a limited scope to demonstrate technical capability and feasibility.

16. Ownership Following Refund

In the event of cancellation or approved refund:

• All deliverables, codebases, documentation, and creative materials remain the intellectual property of Earth H2O Digital Architecture Group.
• Clients may not reuse, modify, or distribute any materials delivered before refund approval.

17. Policy Revisions

This Refund & Cancellation Policy may be amended at any time. Updated versions will be published on this page with a revised effective date. Clients are encouraged to review this policy periodically.