This Refund Policy describes when and how refunds are issued for services purchased from Jermaine Solutions ("Company"). It supplements the terms set out in the applicable Statement of Work ("SOW") and our Terms & Conditions.
1. Project-Based Engagements
Project-based engagements are billed by milestone as defined in the SOW. Because work is performed and resources are committed in advance of each milestone, milestone fees are non-refundable once the corresponding work has commenced. If work on a milestone has not yet started, a written refund request will be honored for the unstarted portion within ten (10) business days.
2. Monthly Retainers
Monthly retainers are billed at the beginning of each service month. Clients may cancel a retainer with thirty (30) days written notice. Retainer fees for the current service month are non-refundable as resources have already been allocated. Unused retainer hours do not roll over unless explicitly stated in the SOW.
3. Consulting Engagements
Consulting engagements are billed against time delivered. Refunds are available only for prepaid time not yet delivered, calculated to the nearest hour.
4. Deposits
Initial deposits are applied to the first milestone or service month. Deposits become non-refundable once we have begun work, including discovery, scheduling of resources, or onboarding activities.
5. Disputes and Chargebacks
If you have a billing concern, please contact sales@jermainesol.com before initiating a chargeback. We are committed to resolving disputes fairly and promptly. Chargebacks initiated without first contacting us may delay the resolution of your concern.
6. Warranty Corrections
All deliverables include a 30-day warranty under which we will correct defects in the delivered work at no additional charge. The warranty is the exclusive remedy for defects and does not entitle the client to a refund of fees already paid for accepted deliverables.
7. How to Request a Refund
Refund requests must be submitted in writing to sales@jermainesol.com and include the engagement reference and the basis for the request. Approved refunds are issued via the original payment method within ten (10) business days of approval.
8. Contact
Jermaine Solutions, 201 N Braddock Ave, Pittsburgh, PA 15208 — (360) 492-8735.