1. Scope
This policy explains how cancellation and refunds work across our engagements. It forms part of our Terms of Service. Where a signed proposal or services agreement states different terms, that document takes precedence.
Our professional services — development, consulting and client training — are provided to businesses, organisations, and individuals acting in a professional or business capacity. They are not consumer goods, and no consumer right of withdrawal applies to them.
Community and course subscriptions are different, because they will be sold to individuals as well: section 5 sets out how they work once the community opens, and consumers keep the rights set out in section 16 of our Terms of Service. Products bought through a third-party marketplace are governed by that marketplace's own refund policy, not by this one.
2. Fixed-scope projects
Deposits
Unless the proposal states otherwise, a project begins with a deposit of 50% on signature and the balance on delivery, and work does not start until it has been received. The deposit reserves delivery capacity and is applied against the balance due on delivery. Once work has commenced, the deposit is non-refundable, because the capacity it reserved has been withheld from other clients.
If we are unable to start on the agreed date for a reason within our control, and you choose not to wait, the deposit is refunded in full.
Cancellation by the client
You may cancel a project at any time on written notice. On cancellation you are invoiced for:
- all milestones completed and delivered before the notice date;
- work performed on the milestone in progress, calculated pro rata against its agreed value; and
- any non-recoverable third-party costs already committed on your behalf and disclosed in the proposal.
Nothing beyond that is charged. Work already paid for is delivered to you in its then-current state, together with whatever documentation exists.
Cancellation by us
If we cancel a project for a reason within our control, you are invoiced only for accepted milestones, and any amounts paid in advance beyond those are refunded in full within thirty (30) days. We hand over all work in progress.
3. Training and workshops
Where a training date has been booked and paid for:
- More than 14 days before the date — reschedule at no charge, or cancel for a full refund less any non-recoverable travel or venue costs already committed.
- Between 14 and 7 days before — reschedule at no charge, or cancel with 50% of the fee retained.
- Less than 7 days before — the full fee is due, as the date can no longer be resold. We will normally offer one reschedule as a courtesy where circumstances warrant it.
If we cancel or postpone a session, you may reschedule at no charge or take a full refund.
4. Consulting engagements
Consulting is billed against the days or deliverables agreed in the proposal. Booked days cancelled with less than five (5) business days' notice are charged in full. Completed reports and delivered advice are not refundable, as the work has been performed.
5. Community and course subscriptions
Our online community and its course material are not open yet. When they open, subscriptions will be sold to individuals as well as to businesses and billed by the platform hosting the community, and the following will apply.
- Cancel at any time. Cancelling stops the next renewal and you keep access until the end of the period already paid for. A period that has already started is not refunded in part, except where the law requires it.
- Consumers, first 14 days. If you subscribed as a consumer in the EU or the UK, you may withdraw within 14 days for a full refund — unless you asked for immediate access and acknowledged losing that right at checkout. Section 16 of the Terms of Service sets this out in full.
- If we close or stop providing the community during a period you have paid for, we refund the unused part of it.
6. Work already delivered
We do not refund fees for services already performed and delivered. Where a deliverable does not conform in material respects to the agreed specification, the warranty in our Terms of Service applies: we correct or re-perform the affected work at no additional charge. Please raise any such issue in writing within thirty (30) days of delivery so that we can address it.
7. How to request a cancellation or refund
Send a written request to info@fractalon.tech stating the engagement and the reason. We acknowledge within one business day and confirm the outcome, with the calculation shown, within ten (10) business days.
Approved refunds are paid by the same method used for the original payment, to the account from which it was received, in the original currency, within thirty (30) days of confirmation. Bank charges and currency differences arising on the return are borne by the party that incurred them.
8. Disputes
If you disagree with an invoice or a refund calculation, tell us in writing within fifteen (15) days and we will work through it with you directly. We would always rather resolve a dispute by conversation than by escalation, and we will not suspend delivery of work you have already paid for while a good faith discussion is under way.
9. Contact
Fractalon LLC
407 Lincoln Rd, Ste 708
Miami Beach, Florida 33139
United States
info@fractalon.tech