Refund Policy

1 Overview & Scope

This Refund Policy applies to all services purchased from Agape Real Solutions LLC ("Agape," "Company," "we," "us"), including our Starter Assessment, Professional, and Enterprise plans, as well as any add-on services. This policy is incorporated into and forms part of our Terms of Service.

We provide B2B professional services in AI model training, model evaluation, and data quality. Because our services are digital professional services (not physical goods), refund terms differ from traditional product return policies. This policy is designed to be fair, transparent, and compliant with applicable consumer protection regulations and payment processor requirements.

All refunds are processed through Stripe, our PCI DSS Level 1 certified payment processor, and returned to your original payment method.

2 Refund Eligibility Summary

The following table provides a quick overview of refund eligibility by plan type. Detailed terms for each plan follow in subsequent sections.

3 Starter Assessment ($1,950/project)

3.1 Cancellation Before Work Begins

If you request a cancellation and refund within 7 calendar days of your payment date, and we have not yet commenced substantive work on your assessment, you are entitled to a full 100% refund, no questions asked.

"Substantive work" is defined as: we have assigned team members to your project, begun data review, initiated model analysis, or started any deliverable production. We will confirm whether work has commenced within 1 business day of your refund request.

3.2 Cancellation After Work Begins (Before Delivery)

If you cancel after we have commenced substantive work but before the final deliverable has been provided, you are entitled to a 50% refund of the project fee. This accounts for the resources and labor already invested. We will provide you with any work-in-progress materials at the time of cancellation.

3.3 Satisfaction Guarantee (After Delivery)

If you are not satisfied with the quality of your completed Starter Assessment, you have 14 calendar days from the date of final delivery to invoke our satisfaction guarantee. You must:

1. Provide specific, written feedback describing the deficiencies or areas that do not meet the agreed-upon scope
2. Allow us the opportunity to revise the deliverable based on your feedback (one revision cycle, completed within 10 business days)

If after the revision you are still not satisfied, or if we determine we cannot meet the agreed-upon requirements, we will issue a full 100% refund.

3.4 Scope Limitations

The satisfaction guarantee applies to deliverables that do not meet the scope and requirements agreed upon during the project scoping phase. It does not apply to:

• Requests to expand the scope beyond what was originally agreed
• Dissatisfaction with findings or conclusions that are accurate but unfavorable
• Changes in your business requirements after the project was scoped

4 Professional Plan ($9,500/month)

4.1 First Month Money-Back Guarantee

New Professional plan subscribers may request a full refund of the first month's payment within 14 calendar days of the initial subscription date if they are not satisfied with the service. This guarantee is available only once per client entity and applies only to the first month of a new subscription (not renewals or reactivations).

To qualify, you must:

• Submit a refund request within 14 days of your first payment
• Provide a brief explanation of why the service did not meet expectations

Upon approval, your subscription will be cancelled and the full first month's fee refunded.

4.2 Monthly Cancellation

You may cancel your Professional plan subscription at any time through your account dashboard or by contacting us. Upon cancellation:

• You will not be charged for the next billing cycle
• Your access to Professional services continues until the end of the current paid period
• Any outstanding deliverables will be completed and delivered before the end of the period
• Your data will be retained for 90 days after cancellation (or deleted earlier upon request)

4.3 Mid-Cycle Cancellation — No Prorated Refunds

If you cancel after the monthly billing date, no prorated refund will be issued for the remaining days in the current billing period. Your service will remain active through the end of the paid period. This is standard practice for monthly SaaS subscriptions.

4.4 Billing Disputes

If you believe you were charged incorrectly (e.g., duplicate charge, wrong amount), contact us at billing@agaperealsolutions.com within 30 days of the charge. We will investigate and correct any billing errors promptly. Legitimate billing errors will result in a full refund of the overcharged amount.

5 Enterprise Plan ($35,000+/month)

Enterprise plan refund and cancellation terms are governed exclusively by the individual Statement of Work (SOW) or Master Services Agreement (MSA) signed between Agape Real Solutions and the client entity. Enterprise agreements typically include:

• Custom payment schedules and milestone-based billing
• Specific termination clauses and notice periods (typically 30–90 days)
• Defined acceptance criteria for each milestone or deliverable
• Provisions for refunds or credits if milestones are not met
• Custom dispute resolution procedures

If no specific refund terms are defined in the SOW/MSA, the Professional plan refund terms (Section 4) apply by default.

6 Add-On Services

Add-on services purchased in addition to your plan (e.g., Data Labeling & Annotation, GPU Compute Credits, Compliance Package) are subject to the following refund terms:

For add-on services where work has commenced, we will work with you to ensure satisfaction with the deliverables through revision and re-delivery at no additional cost.

7 How to Request a Refund

To request a refund, please follow these steps:

• Contact us via email at billing@agaperealsolutions.com or through our contact form (select "Billing" as the subject). Include your account email, the service or plan in question, and your reason for the refund request.
• Acknowledgment: We will acknowledge your request within 2 business days and confirm eligibility.
• Review: If applicable, we may ask clarifying questions or offer a revision before processing the refund. This review will be completed within 5 business days.
• Processing: Once approved, refunds are initiated within 3 business days of approval. Refunds are processed through Stripe to your original payment method.
• Confirmation: You will receive an email confirmation when the refund has been processed, including a Stripe receipt with the refund transaction ID.

8 Refund Processing & Timeline

8.1 Processing Method

All refunds are processed through Stripe and returned to the original payment method used for the purchase. We do not issue refunds via alternative payment methods (e.g., PayPal, wire transfer, check) unless the original payment method is no longer available, in which case we will work with you to find an alternative.

8.2 Processing Time

The time for a refund to appear on your statement is controlled by your bank or credit card issuer, not by Agape Real Solutions. If you have not received your refund after 20 business days, please contact your bank first, then contact us at billing@agaperealsolutions.com.

8.3 Partial Refunds

In cases where a partial refund is applicable (e.g., cancellation after work has begun on a Starter assessment), the refund amount will be clearly communicated to you before processing, and you will have the opportunity to accept or dispute the amount.

8.4 Billing Statement

Refunds on your billing statement will appear as a credit from "AGAPE REAL SOLUTIONS" or "AGAPE REAL SOL." If you do not recognize the credit, it may be the refund in process.

9 Non-Refundable Items

The following are not eligible for refund:

• Consumed GPU compute credits: GPU time and compute resources that have already been used cannot be refunded, as these are third-party costs passed through at cost
• Accepted deliverables: Work that has been formally accepted and signed off by the client (via written approval, milestone sign-off, or implied acceptance after 14 days without objection)
• Enterprise work completed per SOW milestones: Milestone-based deliverables that have been accepted under the SOW
• Third-party costs: Costs for third-party tools, APIs, or services purchased on your behalf and already incurred
• Services used in violation of Terms: Refunds are not available if your account was terminated due to a violation of our Terms of Service

10 Chargebacks & Payment Disputes

10.1 Why Contact Us First

Chargebacks (also known as payment disputes) are a formal process initiated through your bank. They are designed for unauthorized or fraudulent transactions — not for service quality disagreements. When a chargeback is filed:

• The dispute process typically takes 60–90 days to resolve
• Both parties incur administrative costs and fees
• Your account may be suspended during the dispute period
• The outcome is determined by the bank, not by mutual agreement

In contrast, contacting us directly typically results in resolution within 5–10 business days, with the possibility of a faster and more favorable outcome for both parties.

10.2 Chargeback Consequences

If a chargeback is filed without first contacting us in good faith, we reserve the right to:

• Suspend your account and access to all services during the dispute period
• Provide evidence of service delivery and authorization to the bank
• Decline to provide further services until the dispute is resolved

If the chargeback is resolved in our favor (i.e., the bank determines the charge was legitimate), you remain responsible for the full amount plus any applicable chargeback fees.

11 Dispute Escalation

If you are dissatisfied with the outcome of a refund request, you may escalate the dispute through the following process:

1. Management Review: Request a management review of your case by emailing legal@agaperealsolutions.com with "Refund Escalation" in the subject line. A senior team member will review the case within 5 business days.
2. Mediation: If the management review does not resolve the issue, both parties may agree to non-binding mediation with a mutually agreed-upon mediator.
3. Arbitration: As a final step, disputes are resolved through binding arbitration as described in our Terms of Service (Section 14).

We are committed to resolving disputes fairly and amicably. In our experience, the vast majority of refund concerns are resolved at Stage 1.

12 Service Credits (Alternative to Refund)

In some cases, we may offer service credits as an alternative to a cash refund. Service credits:

• May be offered when a refund is not applicable but goodwill resolution is appropriate
• Can be applied to any future service purchase with Agape Real Solutions
• Are valid for 12 months from the date of issuance
• Are non-transferable and have no cash value
• Will be clearly communicated and require your acceptance before issuance

You are never required to accept a service credit in lieu of a refund where a cash refund is otherwise applicable under this policy.

13 Currency & Exchange Rates

All prices and refunds are denominated in United States Dollars (USD). If your original payment was made in a different currency, your bank will convert the refund at the prevailing exchange rate at the time of processing. Agape Real Solutions is not responsible for exchange rate fluctuations or currency conversion fees charged by your bank.

14 Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be effective upon posting to our website with an updated "Last updated" date. Material changes will be communicated to active subscribers via email at least 30 days before taking effect. The refund terms in effect at the time of your purchase will apply to that transaction.

15 Contact Us

For all refund requests, billing questions, or concerns about this Refund Policy, please contact us:

Our billing team is available Monday–Friday, 9 AM – 6 PM ET. We strive to respond to all refund inquiries within 2 business days.