Refund Policy

At Infovanta, we are committed to delivering exceptional IT consulting and digital workflow advisory services. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our consulting engagements. By engaging our services, you acknowledge and agree to the terms set forth in this policy.

1. Nature of Consulting Services

1.1 Service-Based Deliverables

Infovanta provides professional consulting services that are inherently service-based rather than product-based. Our deliverables include:

• Analytical reports and strategic recommendations
• Infrastructure assessments and workflow evaluations
• Technology advisory and guidance documentation
• Custom research and analysis tailored to client needs
• Consulting time, expertise, and intellectual property

1.2 Customized Engagements

Each consulting engagement is uniquely tailored to the specific requirements, objectives, and circumstances of the client. Work begins immediately upon contract execution and involves significant investment of professional time, research, and analysis that cannot be repurposed for other clients.

2. Refund Eligibility

2.1 Initial Deposit Policy

The initial deposit (typically 50% of the total engagement fee) is non-refundable once work has commenced. This deposit covers:

• Project scoping and requirements analysis
• Resource allocation and team assignment
• Initial research and data gathering
• Customization of methodologies and frameworks
• Opportunity cost of declining other projects

2.2 Pre-Commencement Cancellation

If you cancel the engagement before any work has begun (defined as within 48 hours of contract signing and before any deliverables have been initiated):

• You may be eligible for a full refund minus a 15% administrative fee
• The administrative fee covers contract processing, initial consultations, and administrative overhead
• Refund requests must be submitted in writing via email
• Refunds will be processed within 14 business days of approval

2.3 Post-Commencement Policy

Once work has commenced (defined as when our team begins active analysis, research, or deliverable preparation):

• The initial deposit becomes non-refundable
• Any additional payments made are subject to pro-rata calculation based on work completed
• Refunds, if applicable, are calculated based on the percentage of deliverables not yet provided
• Time-based engagements are billed for hours worked with no refund for unused future hours

3. Circumstances for Refund Consideration

3.1 Service Quality Issues

If you believe the quality of our deliverables does not meet the standards outlined in the engagement agreement:

• You must notify us in writing within 7 days of receiving the deliverable
• Provide specific, documented concerns about quality or scope
• Allow us the opportunity to address the concerns through revision or clarification
• Participate in good-faith discussions to resolve the matter

We will first attempt to remediate the issue through additional work, revisions, or supplementary analysis. Only if remediation is not possible or satisfactory will refund consideration be evaluated.

3.2 Scope Changes Initiated by Infovanta

If we determine that we cannot complete the engagement as originally scoped due to:

• Unforeseen technical limitations
• Unavailability of necessary resources or expertise
• Conflicts of interest that arise during the engagement
• Circumstances beyond our reasonable control

You will be entitled to a pro-rata refund for work not completed, calculated based on milestones or deliverables not yet delivered.

3.3 Client-Initiated Scope Changes

If you request changes to the scope, objectives, or deliverables after work has commenced:

• No refunds will be provided for work already completed under the original scope
• Additional fees may apply for expanded or modified deliverables
• A new agreement or amendment may be required
• Timeline adjustments may be necessary

4. Non-Refundable Services and Fees

4.1 Completed Deliverables

Once a deliverable has been provided to you (regardless of whether you review or implement it), the fees associated with that deliverable are non-refundable. This includes:

• Reports, analyses, and strategic documents delivered in final form
• Presentations, workshops, or training sessions conducted
• Consultation sessions, meetings, or advisory calls held
• Any interim deliverables or milestone completions

4.2 Third-Party Costs

Fees paid to third parties on your behalf are non-refundable, including:

• Software licenses purchased for analysis purposes
• Data acquisition or market research subscriptions
• Travel expenses incurred for on-site consultations
• Specialized subcontractor services

These costs are itemized separately in your invoice and are passed through at cost with no markup.

4.3 Retainer Agreements

For ongoing retainer engagements:

• Monthly or periodic retainer fees are non-refundable once the billing period begins
• Unused hours or services do not carry forward unless explicitly stated in the agreement
• Termination of retainer requires 30 days written notice
• No refunds are provided for the notice period

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, you must:

1. Submit a written request via email to one of our designated addresses (listed at the end of this policy)
2. Include your name, company name, engagement agreement number or reference
3. Clearly state the reason for the refund request with specific details
4. Provide documentation supporting your claim (if applicable)
5. Specify the amount you believe should be refunded and your calculation basis

5.2 Review and Response Timeline

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• We will conduct a thorough review of the engagement and your concerns
• You may be contacted for additional information or clarification
• We will provide a written response within 14 business days
• The response will include our decision and, if approved, the refund amount and timeline

5.3 Dispute Resolution

If you disagree with our refund decision:

• You may request a review by senior management
• We encourage good-faith negotiation to reach a mutually acceptable resolution
• Mediation may be pursued as outlined in our Terms of Service
• Legal recourse is available as a last resort, governed by the dispute resolution provisions in our Terms of Service

6. Refund Processing

6.1 Approved Refund Timeline

If your refund request is approved:

• Refunds will be processed within 14 business days of approval
• You will receive written confirmation of the refund amount and processing date
• Refunds are issued to the original payment method whenever possible
• Processing time may vary depending on your financial institution (typically 5-10 business days)

6.2 Refund Methods

Refunds are processed using the same payment method used for the original transaction:

• Credit/Debit Card: Refunded to the card used for payment
• Bank Transfer: Returned via ACH or wire transfer to the originating account
• Check: Mailed to the billing address on file
• Alternative Methods: Discussed on a case-by-case basis if the original method is unavailable

6.3 Partial Refunds

In cases where a partial refund is warranted:

• We will provide a detailed breakdown of fees for completed work versus uncompleted work
• Calculations will be based on agreed-upon milestones or percentage of deliverables completed
• You will receive an itemized statement showing the refund calculation
• The refund will reflect only the portion of work not delivered

7. Chargebacks and Payment Disputes

7.1 Chargeback Policy

Initiating a chargeback without first attempting to resolve the matter through our refund process:

• Violates the terms of your engagement agreement
• May result in suspension of services and deliverables
• Does not exempt you from payment obligations for completed work
• May result in additional fees to recover costs associated with the chargeback process

7.2 Proper Dispute Process

Before initiating a payment dispute with your financial institution:

• Contact us directly using the information provided in this policy
• Allow us the opportunity to address your concerns
• Engage in good-faith discussions to reach a resolution
• Follow the dispute resolution procedures outlined in our Terms of Service

7.3 Consequences of Improper Chargebacks

If you initiate a chargeback that we successfully dispute:

• You remain liable for the original payment amount
• You may be responsible for chargeback fees and administrative costs
• We reserve the right to pursue legal action to recover amounts owed
• Future engagements may require alternative payment arrangements

8. Force Majeure and Extraordinary Circumstances

8.1 Events Beyond Our Control

In the event of force majeure circumstances that prevent us from completing the engagement:

• Acts of God, natural disasters, or extreme weather events
• War, terrorism, civil unrest, or government actions
• Pandemics, epidemics, or public health emergencies
• Significant technological failures or cyber incidents affecting critical infrastructure

We will work with you to either:

• Reschedule or extend the engagement timeline at no additional cost
• Provide partial deliverables for work completed to date
• Issue a pro-rata refund for work not completed due to the force majeure event

8.2 Client Force Majeure

If you are unable to proceed with the engagement due to extraordinary circumstances:

• Notify us immediately in writing with documentation of the circumstances
• We will evaluate the situation and work with you to find an equitable solution
• Options may include pausing the engagement, restructuring deliverables, or partial refunds
• Good-faith cooperation is expected from both parties

9. Special Circumstances

9.1 Dissatisfaction with Recommendations

Refunds are not provided simply because you:

• Disagree with our recommendations or analysis
• Choose not to implement our suggestions
• Decide the recommended solutions are too costly or complex
• Receive advice that differs from your expectations

Our recommendations are based on professional expertise, industry best practices, and the information provided. We provide honest, objective advice even when it may not align with your preferences.

9.2 Change of Mind

Once work has commenced, refunds are not provided for:

• Changes in business priorities or strategy
• Budget constraints or financial difficulties
• Internal organizational changes
• Decision to pursue alternative solutions

These are considered client-side changes that do not constitute grounds for refund of completed work.

9.3 Delayed Implementation

If you delay implementation of recommendations or fail to act on deliverables within a reasonable timeframe:

• This does not constitute grounds for a refund
• Deliverables may become outdated due to technological or market changes
• We are not responsible for reduced effectiveness of recommendations due to implementation delays
• Additional fees may apply for updates or refreshes of outdated deliverables

10. Warranties and Guarantees

10.1 Quality Assurance

We guarantee that:

• All work will be performed with professional diligence and care
• Deliverables will be based on thorough research and analysis
• Recommendations will reflect current industry best practices
• Reports will be free from material errors or omissions

10.2 Limitation of Guarantees

We do not guarantee:

• Specific business outcomes or financial results
• Successful implementation of recommendations
• Compatibility with future technology or regulatory changes
• Acceptance or approval by third parties

10.3 Satisfaction Commitment

While we cannot guarantee specific outcomes, we are committed to client satisfaction:

• We encourage open communication throughout the engagement
• We will address concerns promptly and professionally
• We offer revisions or clarifications for deliverables when reasonable
• We strive to exceed expectations while maintaining professional integrity

11. Modification of This Policy

Infovanta reserves the right to modify this Refund Policy at any time. Changes will:

• Be effective immediately upon posting to our website
• Apply to engagements initiated after the modification date
• Not retroactively affect existing engagements unless required by law
• Be communicated to active clients via email when material changes occur

The version of the Refund Policy in effect at the time of contract signing governs that specific engagement unless both parties agree to updated terms in writing.

12. Contact Information for Refund Requests

For any questions, concerns, or refund requests, please contact us using the information below. We encourage you to reach out before initiating any payment disputes to allow us the opportunity to address your concerns.