Refund & Cancellation Policy

1. Deposit Payments

All deposit payments (typically 50% of project value) are non-refundable once work has commenced. The deposit secures your project slot and covers initial planning, research, and setup costs.

2. Project Cancellation by Client

If you need to cancel a project, the following terms apply:

• Before work begins: Full refund minus a 10% administrative fee
• During discovery/design phase: Deposit is non-refundable; no additional charges
• During development phase: Deposit is non-refundable; payment required for work completed to date based on project percentage completion
• After 75% completion: Full project payment is due

Cancellation must be submitted in writing to hello@konaii.ai with 14 days notice.

3. Project Cancellation by Konaii Ltd

We reserve the right to cancel a project if:

• Payment terms are not met within agreed timelines
• Required materials or feedback are not provided after multiple requests
• The project scope significantly changes from original agreement
• There is a fundamental breakdown in communication or working relationship

In such cases, you will be charged only for work completed to date, and any excess payment will be refunded within 14 business days.

4. Refunds for Service Issues

If you are not satisfied with the delivered work, we will:

• First attempt to address concerns through revisions (within scope)
• Offer mediation through an independent third party if issues persist
• Consider partial refunds on a case-by-case basis for substantiated quality issues

Refund requests must be made within 14 days of final delivery and must include detailed documentation of the issues.

5. Day Rate Services

Day rate services are billed for time worked and are non-refundable. Either party may terminate day rate arrangements with 14 days written notice.

6. Refund Processing

All approved refunds will be processed within 14 business days via the original payment method. Please note:

• Bank transfers may take 3-5 business days to appear in your account
• Credit card refunds may take up to one billing cycle
• PayPal refunds are typically processed within 24 hours

7. Dispute Resolution

We are committed to resolving any disputes amicably. If you have concerns about charges or services, please contact us immediately at hello@konaii.ai. We will work with you in good faith to reach a fair resolution.

8. Scope Changes

Significant changes to project scope after work has begun will be treated as a new project quote. Original payments are non-refundable, and new pricing will be provided for the revised scope.

9. Contact

For questions about refunds or cancellations, please contact us at hello@konaii.ai