Refund & Cancellation Policy

1. Overview

ProLayer Digital ("we," "us," or "our") provides specialist consulting and engineering services. Because our work involves dedicated time, expertise, and reserved capacity, this Refund & Cancellation Policy outlines how cancellations and refunds are handled.

This policy applies to all engagements unless modified in writing by an executed Engagement Agreement.

2. Cancellation Notice

Either party may cancel an active engagement by providing fourteen (14) days' written notice via email to support@prolayerdigital.com (or, for client-initiated cancellations directed to ProLayer, to the project's primary contact).

During the notice period:

• Active sprints or work in progress will be completed where reasonable.
• No new work will be initiated unless agreed by both parties.
• A final accounting and invoice will be prepared.

3. Refund Eligibility

3.1 Refundable

The following are refundable on a pro-rata basis:

• Prepaid retainer balances for work not yet performed at the time of cancellation.
• Unused portions of milestone payments where the corresponding milestone has not commenced.

3.2 Non-Refundable

The following are non-refundable:

• Fees for work already performed, including discovery, planning, design, development, testing, and consultation hours.
• Active sprints or work in progress that the client requests be completed during the notice period.
• Deposits explicitly designated as non-refundable in the Engagement Agreement (e.g., to reserve capacity).
• Third-party costs incurred on behalf of the client (e.g., software licenses, hosting prepayments, paid services), except where those vendors issue refunds.
• Engagements completed and accepted by the client.

4. Refund Process

Refund requests must be submitted in writing to support@prolayerdigital.com with the following information:

• Client name and engagement reference
• Reason for the request
• Original payment method

We will review the request and respond within seven (7) business days. Approved refunds are processed within fourteen (14) business days of approval, returned to the original payment method where possible.

5. Disputed Charges

If you believe a charge is incorrect, please contact us first at support@prolayerdigital.com before initiating a chargeback or dispute with your payment provider. We are committed to resolving billing concerns directly and quickly.

Initiating a chargeback without first contacting us may delay resolution and result in additional administrative fees per the Engagement Agreement.

6. Quality Concerns

If you have concerns about the quality of work delivered, please notify us promptly. We will work in good faith to address legitimate concerns through:

• Revisions within the agreed scope
• Additional review or rework of specific deliverables
• Adjustment of timeline or approach where appropriate

Quality-based refunds are evaluated case-by-case and require the issue to be documented and communicated within the engagement timeline.

7. Termination for Cause

If ProLayer terminates an engagement due to client breach (including non-payment, failure to provide required access or information, or violation of the Engagement Agreement), no refund is owed for work already performed.

If the client terminates due to ProLayer's material breach that we fail to cure within the notice period set in the Terms of Service, the client is entitled to a refund of fees paid for work not delivered.

8. Force Majeure

Where an engagement is materially disrupted by events beyond either party's control (natural disasters, war, pandemic, government action, sustained third-party service failures), the parties will work in good faith to either extend the timeline, adjust the scope, or determine an equitable refund of unearned fees.

9. Engagement Agreement Controls

Where a signed Engagement Agreement specifies different refund or cancellation terms, those terms control over this policy.

10. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The "Last Updated" date will reflect any changes. Updates apply to engagements entered into after the change takes effect; existing engagements remain governed by the policy in effect at the time of the Engagement Agreement.

11. Contact

To request a refund, cancel an engagement, or ask questions about this policy: