What happens if you cancel, and what is refundable.

This policy applies to all services purchased from SoloZ AI — an OpenEng Labs venture (“SoloZ AI”). It should be read together with the terms of service and the statement of work for your engagement.

1. The principle

These are professional services delivered by one person, against a calendar. When you commission work, that capacity is reserved for you and turned down for others. Refunds therefore reflect work performed and capacity committed, rather than an unconditional money-back guarantee — and where work has not started, cancellation is straightforward.

Nothing here limits any right you have under applicable consumer or commercial law.

2. AI Opportunity Diagnostic

• Before work begins: cancel within 48 hours of payment and before the kickoff call, and receive a full refund less any payment-processing fees that cannot be recovered.
• After work begins: the fee is non-refundable, because the deliverable is research and analysis performed on your specific business and cannot be resold or reused.
• The credit: if you commission any build within 30 days of delivery, the full diagnostic fee is credited against that build. This is a credit against future work, not a cash refund.
• If the diagnostic is not delivered within the agreed timeline for reasons attributable to us, you may cancel and receive a full refund.

3. Builds — Sprint, Agent Build and Ops Package

• Before Access-Complete: cancel before the build phase starts and receive a refund of amounts paid, less a mobilisation fee of 15% of the engagement value or the value of scoping work already performed, whichever is lower.
• After the build phase starts: amounts paid for milestones already delivered or in progress are non-refundable. Any milestone not yet started is refunded in full.
• What you keep on cancellation: all work product for milestones paid in full transfers to you, in your repositories, in a usable state. You do not pay for something and leave with nothing.
• If we cannot deliver what the statement of work specifies, you receive a full refund of amounts paid for undelivered milestones, and you keep everything already delivered.
• Stalled engagements: if an engagement is inactive for more than 60 days waiting on access or input from you, it may be closed and re-quoted. Amounts paid remain credited to you for 12 months.

4. Training days

• 15 or more days before the session: full refund, or reschedule at no charge.
• 7 to 14 days before: 50% refund, or reschedule once at no charge.
• Fewer than 7 days before: non-refundable, because the day is reserved and the session has already been built around your submitted tasks. One reschedule may be offered at our discretion.
• If we cancel or reschedule for any reason, you choose between a full refund and a new date at no additional cost.

5. Care & Optimization retainers

• Retainers run for a minimum of three months, then continue monthly.
• Cancel with 30 days’ written notice at any point after the minimum term.
• Monthly fees are charged in advance and are not refunded part-way through a paid month; service continues to the end of that month.
• Unused tuning hours do not roll over, and are not refundable. They are reserved capacity, not a prepaid balance.
• On cancellation your systems keep running. They are in your infrastructure and belong to you; only monitoring and support access is removed.

6. Prepaid engineering blocks and fractional engagements

• Prepaid 10-hour blocks are valid for 90 days. Unused hours expire and are not refundable after that period.
• Before any hours are drawn, a block may be refunded in full within 14 days of purchase. Once hours are drawn, the remainder is refundable pro rata at the equivalent standard hourly rate.
• Fractional architect engagements follow the retainer terms: three-month minimum, then 30 days’ notice.

7. What is never refundable

• Third-party costs incurred on your behalf with your approval — model API usage, cloud infrastructure, software licences — since these are paid to providers, not to us.
• Payment-processing and currency-conversion fees charged by a gateway or bank.
• Work already delivered and accepted against agreed acceptance criteria.
• Dissatisfaction with an outcome that meets the documented acceptance criteria and evaluation threshold recorded in the statement of work.

8. How to cancel or request a refund

Email hello@soloz.ai from the address associated with the engagement, stating the engagement and the reason. You will receive an acknowledgement within 2 business days and a decision within 7 business days.

Approved refunds are issued to the original payment method within 7 to 10 business days of approval. The time taken for the amount to appear depends on your bank or card issuer and is outside our control. Refunds on international payments are made in the original currency; any difference arising from exchange-rate movement between payment and refund is not compensated.

9. If you disagree with a decision

Reply to the decision email and it will be reviewed personally. Most disputes come from a difference in what each side believed was in scope, which is exactly why scope caps and acceptance criteria are written down before payment. Please raise a dispute directly before initiating a chargeback — a chargeback raised without contacting us first will be contested with the written statement of work and delivery records.

10. Contact

SoloZ AI — an OpenEng Labs venture
Bengaluru, Karnataka, India
hello@soloz.ai