Refund Policy | Korteq Systems

1. Definitions & Scope

This Refund Policy governs all refund and cancellation matters related to services provided by Korteq Systems ("Korteq," "we," "us"). It supplements and should be read in conjunction with our Terms of Service and any applicable Statement of Work ("SOW"). In the event of a conflict between this Policy and the Terms of Service, the Terms of Service shall prevail unless this Policy explicitly states otherwise.

"Engagement" The contractual relationship between Korteq Systems and the Client for the provision of services, as defined in the applicable SOW.

"SOW" (Statement of Work) The document specifying the scope, deliverables, timelines, and fees for a particular engagement.

"Retainer Fee" The flat monthly fee payable by the Client for ongoing services, as specified in the applicable SOW.

"Deployment Period" The initial 7–14 business day window during which Korteq Systems configures and launches the Client's systems following the Architecture Audit.

"Active Work" Any services, development, configuration, or deliverables that have been commenced or completed by Korteq Systems on behalf of the Client.

"Billing Cycle" The recurring monthly period during which services are provided and for which the Retainer Fee is charged, beginning on the 1st of each month unless otherwise agreed.

"Architecture Audit" The initial discovery and technical assessment phase conducted by Korteq Systems to define system architecture, integrations, and deployment strategy for the Client's engagement.

2. General Refund Principles

Korteq Systems operates on a flat monthly retainer model. Our refund principles are designed to be fair, transparent, and consistent with the nature of custom B2B automation and software services.

Earned Upon Commencement: Retainer Fees are considered earned upon the commencement of each Billing Cycle, reflecting the dedicated resources and infrastructure allocated to the Client's engagement.
Non-Refundable Active Work: Fees for work already completed or in progress are non-refundable. This includes all deliverables, configurations, custom development, and AI model training performed during the current or prior Billing Cycles.
Phase-Dependent Eligibility: Refund eligibility depends on the current phase of the engagement and the extent of work delivered at the time of the cancellation request.
No Partial Cycle Refunds: Unless otherwise stated in this Policy, no pro-rata or partial refunds are issued for unused days within a paid Billing Cycle.

Important: All fees for Active Work — including services delivered, systems deployed, and resources allocated — are non-refundable. Please review this Policy carefully before initiating or cancelling an engagement.

3. Pre-Deployment Cancellation

If the Client requests cancellation before the Deployment Period has commenced, the following terms apply:

3.1 Before Architecture Audit

If cancellation is requested before the Architecture Audit has begun, the Client is entitled to a full refund of any Retainer Fees paid for the upcoming Billing Cycle.

3.2 After Architecture Audit, Before Deployment

If the Architecture Audit has already been performed but deployment has not yet started:

The Architecture Audit fee (or the portion of the Retainer Fee attributable to discovery work) is non-refundable, as the audit constitutes completed Active Work.
The remaining balance of prepaid fees, excluding the Architecture Audit, will be refunded.

3.3 How to Cancel

Pre-deployment cancellation must be submitted in writing via email to hello@korteqsystems.com, clearly stating the Client's intent to cancel and referencing the applicable SOW or engagement identifier.

3.4 Refund Timeline

Approved pre-deployment refunds will be processed within 15–30 business days of cancellation confirmation.

4. Post-Deployment & Active Engagement Cancellation

Once the Deployment Period has commenced or systems are live, cancellation is governed by the following terms:

Current Cycle Non-Refundable: The Retainer Fee for the current Billing Cycle is non-refundable, regardless of when within the cycle the cancellation request is made.
30-Day Written Notice: In accordance with our Terms of Service (Section 10.2), either party may terminate the engagement by providing at least 30 days' written notice prior to the end of the current Billing Cycle.
Continued Access: The Client retains full access to deployed systems and services through the end of the paid Billing Cycle.
Outstanding Fees: All outstanding and accrued fees become immediately due and payable upon termination, in accordance with our Terms of Service (Section 10.5).
Data Export: The Client has 30 days from termination to export their data from our systems. After this period, data will be permanently deleted.

Note: Cancellation requests must be submitted in writing to hello@korteqsystems.com at least 30 days before the end of your current Billing Cycle to avoid charges for the next cycle.

5. Refund for Service Failures & SLA Breach

Korteq Systems is committed to delivering services at the standards defined in each SOW. In the event of a material service failure, the following provisions apply:

5.1 Notification Requirement

The Client must provide written notice to Korteq Systems describing the alleged service failure in reasonable detail. Korteq Systems will have a 15-day cure period from receipt of such notice to investigate and remedy the issue, consistent with our Terms of Service (Section 10.3).

5.2 Eligible Refund

If the service failure is not remedied within the 15-day cure period and constitutes a material breach of the SOW, the Client is entitled to a pro-rata refund of the Retainer Fee for the current Billing Cycle, calculated from the date the failure was reported.

5.3 Exclusions

Refunds under this section do not apply to service issues caused by:

The Client's own actions, omissions, or failure to provide required access, content, or approvals.
Third-party platform outages, API changes, or dependencies outside Korteq Systems' control.
Force majeure events as defined in our Terms of Service.
Unrealistic or undocumented performance expectations not specified in the SOW.

6. Termination for Cause

Refund entitlements in cases of termination for cause are determined by which party is at fault:

6.1 Termination by Client for Korteq Breach

If the Client terminates the engagement due to a material breach by Korteq Systems (as defined in our Terms of Service, Section 10.3) that remains uncured after the 15-day notice period, the Client is entitled to a pro-rata refund of the unused portion of the current Billing Cycle's Retainer Fee.

6.2 Termination by Korteq for Client Breach

If Korteq Systems terminates the engagement due to the Client's material breach — including but not limited to non-payment, prohibited conduct, or failure to cure within the 15-day notice period — no refund is issued. All outstanding fees become immediately due and payable.

6.3 Service Suspension

In accordance with our Terms of Service (Section 10.4), Korteq Systems may suspend services immediately if the Client's payment is overdue by more than 15 days. Suspension does not constitute termination, and no refund is issued for the suspension period. Full service resumes upon payment of all outstanding balances, including any applicable late fees.

7. Non-Refundable Items

The following items are explicitly non-refundable under all circumstances, regardless of the reason for cancellation or termination:

Architecture Audit & Discovery Work: All fees associated with the initial technical assessment, system architecture design, and discovery phase.
Custom Development & Deliverables: Code, configurations, AI model training, automation workflows, and any other deliverables already completed or in progress.
Third-Party Costs: Any costs incurred on behalf of the Client for third-party services, including but not limited to API subscriptions, cloud hosting, advertising spend, domain registrations, SSL certificates, and software licenses.
Setup & Onboarding Fees: One-time fees charged for initial system setup, onboarding, data migration, or integration configuration.
Completed Billing Cycle Work: All work performed during the current or any prior Billing Cycle, including partially completed deliverables.
Expedited or Rush Fees: Any additional fees charged for accelerated delivery timelines.

8. Refund Process & Timeline

To request a refund, Clients must follow the process outlined below:

8.1 Submit a Written Request

Send an email to hello@korteqsystems.com with the subject line "Refund Request" and include:

Client company name and primary contact
Applicable SOW or engagement reference number
Detailed reason for the refund request
Supporting documentation, if applicable

8.2 Acknowledgment

Korteq Systems will acknowledge receipt of the refund request within 5 business days.

8.3 Review Period

Our team will review the request and assess eligibility within 10 business days of acknowledgment. We may request additional information or documentation during this period.

8.4 Decision & Processing

The Client will be notified of the decision in writing. If the refund is approved:

The refund will be issued within 15–30 business days of approval.
Refunds are processed via the original payment method (bank transfer or credit card) unless an alternative method is agreed upon in writing.
The Client will receive a confirmation email once the refund has been processed.

9. Chargebacks & Payment Disputes

We strongly encourage Clients to contact us directly to resolve any billing concerns before initiating a chargeback or payment dispute with their financial institution.

Important: Initiating an unauthorized chargeback on fees for delivered or active services may result in immediate suspension of all services. Korteq Systems reserves the right to pursue recovery of disputed amounts, including reasonable collection costs and legal fees. Disputed engagements may be reported to credit agencies where permitted by law.

To discuss a billing concern, contact us at hello@korteqsystems.com — our team is committed to resolving disputes fairly and promptly.

10. Modifications to This Policy

Korteq Systems reserves the right to modify this Refund Policy at any time. Changes become effective immediately upon publication on this page.

Material Changes: If we make material changes to this Policy, we will notify active Clients via the email address associated with their engagement at least 15 days before the changes take effect.
Continued Engagement: Continued use of our services after the effective date of any changes constitutes acceptance of the updated Policy.
Prior Agreements: Refund terms agreed upon in a signed SOW prior to a Policy update will remain in effect for the duration of that SOW's term.

11. Governing Law & Contact

This Refund Policy is governed by the same jurisdiction and dispute resolution provisions set forth in our Terms of Service. For questions or concerns regarding this Policy, please contact us:

Email hello@korteqsystems.com

Subject Line "Refund Inquiry" — include your engagement or SOW reference number for faster processing.

For related policies, please refer to our Terms of Service and Privacy Policy.