Refund Policy

1. Service-Specific Refund Terms

2. Tier-By-Tier Refund Policy

3. Requesting a Refund

To request a refund for eligible services, please follow this process:

1. Contact: Email hello@automat.com with "Refund Request" in the subject line
2. Include: Account information, service tier, date of purchase, and reason for cancellation
3. Timeline: Refund requests must be submitted within 30 days of the cancellation effective date
4. Review: We will review your request within 5-7 business days and respond with approval or explanation
5. Processing: Approved refunds are processed within 10 business days to the original payment method

4. Non-Refundable Situations

Refunds will not be provided in the following circumstances:

• Tier 1 or Tier 2 services after technical work has been completed and reports issued
• Change of mind or business direction after work has commenced
• Failure to utilize maintenance retainer services during the active period
• Third-party service outages, API deprecations, or changes beyond our control
• Client-side technical issues, infrastructure changes, or lack of system access
• Violation of our Terms of Service
• Custom code or infrastructure that has been deployed to production environments

5. Service Cancellation Process

For maintenance retainers (Tier 3 and applicable Tier 4 contracts):

• Cancellation requests must be submitted in writing to hello@automat.com
• Cancellation is effective at the end of the current billing period unless otherwise specified
• Pro-rated refunds for prepaid annual retainers are calculated based on complete unused months
• Cancelled services remain active until the end of the paid period
• Upon cancellation, access to monitoring dashboards and support channels terminates at period end

6. Service Quality Disputes

If you believe service quality did not meet the standards outlined in your service agreement, you may request a review within 14 days of service completion. We will evaluate your claim based on documented deliverables, technical specifications, and agreed-upon success criteria. If we determine that services were deficient, we will either re-perform the work at no charge or issue a partial refund commensurate with the deficiency.

7. Payment Disputes and Chargebacks

We encourage clients to contact us directly to resolve any billing concerns before initiating payment disputes or chargebacks. Chargebacks initiated without prior contact may result in immediate service suspension and may incur administrative fees. We maintain detailed records of all services rendered and will provide comprehensive documentation to payment processors in the event of disputes.

8. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Modifications do not affect refund requests submitted prior to the policy change. Your continued use of our services after changes constitutes acceptance of the updated policy.

9. Contact Information

For refund requests, cancellations, or questions about this policy: