Refund Policy.
Where and when refunds apply for engagements with Staatse - written plainly, with no surprises.
This policy describes when Staatse will issue a refund for services purchased from us. It applies to all customers, whether you have engaged us for a one-off assessment or as a managed-services retainer. The terms of your signed Master Services Agreement and Statement of Work always take precedence over this page.
Before work begins
If you cancel before the engagement kickoff date, you are entitled to a full refund of any payment made, less reasonable expenses already incurred (for example travel booked at your request). We will return the balance within 14 business days of cancellation notice.
After work has started
Once an engagement is underway, refunds are calculated on a pro-rata basis against work performed:
- Within the first 20% of the engagement timeline, you may cancel with 5 business days' notice and receive a refund of the unused balance, less an administrative fee of 10% of the engagement value.
- Beyond the first 20%, refunds are at our discretion and depend on the state of the deliverables produced to date. We will always provide a written justification for any retention.
Retainer and managed services
Monthly retainers may be cancelled with 30 days' written notice. Annual retainers may be cancelled mid-term subject to a buy-out equal to 25% of the remaining contract value, unless otherwise agreed in writing.
What is not refundable
- Reports and deliverables already accepted in writing.
- Third-party costs incurred at your request (tooling licences, travel, accommodation).
- Custom research or development time billed and invoiced.
How to request a refund
Email contact@staatse.com with the subject line "Refund request - [your company]". Include your engagement reference, the reason for the request, and any supporting context. We respond to all refund requests within 5 business days.
Average response: 2 business days.