Refund Policy

1. Overview

At Modulo, we are committed to delivering high-quality AI infrastructure, SaaS products, and consulting services. We understand that circumstances may change, and this Refund Policy outlines the terms under which refunds may be issued for our Services.

This Refund Policy should be read in conjunction with our Terms of Service.

2. General Refund Principles

Our Services are quantified by effort, expertise, and deliverables rather than physical goods. The following general principles apply:

• Refund eligibility depends on the engagement tier, stage of work, and specific circumstances.
• Refund requests must be submitted in writing to dam@modulo.click.
• Each refund request is reviewed individually and assessed based on work completed to date.
• Modulo is committed to fair resolution of all refund requests and will work with clients to reach a mutually acceptable outcome.

3. Discovery Sprint Refunds

The Discovery Sprint is a 2-week assessment engagement priced from $5,000.

Before kickoff: If you cancel a Discovery Sprint before work has commenced, you are eligible for a full refund less a 10% administrative fee to cover scheduling and preparation costs.

During the Sprint: Once the Discovery Sprint has commenced, refunds are assessed on a pro-rata basis reflecting the work completed:

• Week 1 cancellation: Up to 50% refund of the total fee, provided the audit and assessment work has not been substantially completed.
• Week 2 or after delivery: No refund is available, as the engagement has been substantially or fully performed. You will receive all completed Deliverables.

Dissatisfaction: If you are dissatisfied with the quality of a completed Discovery Sprint, please contact us within 7 days of delivery. We will review your concerns and, at our discretion, either revise the Deliverables at no additional cost or issue a partial refund.

4. Build Engagement Refunds

Build Engagements are production development projects priced from $25,000 with durations of 4–12 weeks. These engagements follow a milestone-based structure.

Before kickoff: If you cancel before work has commenced, any prepaid deposit will be refunded less a 10% administrative fee.

During the Engagement: Build Engagements are structured around milestones. Refund eligibility after kickoff is determined as follows:

• Completed milestones are non-refundable. Fees associated with milestones that have been delivered and accepted (or deemed accepted per the Review Period in our Terms of Service) are not eligible for refund.
• In-progress milestones: If a cancellation occurs during a milestone, Modulo will calculate the work completed as a percentage and invoice accordingly. Any overpayment will be refunded.
• Future milestones: Fees for milestones that have not yet commenced will be refunded in full.

Deliverable disputes: If you believe a delivered milestone does not meet the acceptance criteria specified in your Service Agreement, you must raise the issue during the Review Period (14 Business Days from delivery notification). Modulo will investigate and either revise the Deliverables or negotiate a fair resolution.

5. Strategic Partnership Refunds

Strategic Partnerships are ongoing engagements with custom pricing, typically structured as monthly retainers.

Cancellation: Strategic Partnerships may be cancelled with 30 days' written notice, unless a different notice period is specified in your Service Agreement. Upon cancellation:

• The current month's retainer is non-refundable, as team resources have been allocated.
• Any prepaid retainer for future months will be refunded in full.
• All completed work product and in-progress Deliverables will be transferred to you.

Early termination: If a Strategic Partnership is terminated before the minimum commitment period (if applicable), early termination fees as specified in the Service Agreement may apply.

6. Add-on Services

Team Enablement (from $3,000): Refundable in full if cancelled at least 5 Business Days before the scheduled workshop. No refund is available for cancellations within 5 Business Days of the scheduled date or after the workshop has commenced.

Extended Support (from $2,000/month): May be cancelled with 30 days' written notice. The current month's fee is non-refundable. Prepaid future months will be refunded.

Architecture Review (from $4,000): Follows the same refund terms as the Discovery Sprint (Section 3).

7. SaaS Product Subscriptions

Where Modulo provides ongoing hosted SaaS products:

• Monthly subscriptions: May be cancelled at any time. Access continues through the end of the current billing period. The current month's fee is non-refundable.
• Annual subscriptions: May be cancelled with 30 days' written notice. A pro-rata refund will be issued for the remaining unused months, less a 15% early termination adjustment.
• Setup fees: One-time setup or onboarding fees for SaaS products are non-refundable once the setup work has commenced.

8. Consumer Protection

To the extent that you are a consumer under Indonesian Consumer Protection Law (Law No. 8 of 1999), you are entitled to the protections afforded by that law, including the right to compensation for services that do not conform to agreed terms. Where mandatory consumer protection rights under Indonesian law provide more favorable terms than this Refund Policy, those rights shall prevail. For more details, see the Consumer Protection section of our Terms of Service.

9. How to Request a Refund

To request a refund, please contact us with the following information:

• Your name and company name
• The engagement or service in question (including any Service Agreement reference number)
• The reason for your refund request
• Any supporting documentation

Email: dam@modulo.click

Subject line: Refund Request - [Your Company Name]

We aim to acknowledge all refund requests within 2 Business Days of receipt.

10. Refund Processing

Once a refund request is received:

• Investigation period: We will review the request and respond with a determination within 14 Business Days.
• Processing time: Approved refunds will be processed within 14 Business Days of the determination.
• Payment method: Refunds will be issued via the same payment method used for the original transaction. If this is not possible, we will coordinate an alternative method.
• Currency: Refunds are issued in the same currency as the original payment. Modulo is not responsible for exchange rate differences.
• Bank fees: Modulo is not responsible for any bank transfer fees, intermediary charges, or currency conversion costs incurred during the refund process.

11. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• Deliverables that have been accepted (explicitly or through expiration of the Review Period).
• Work performed in response to Client-initiated scope changes approved via change order.
• Fees for third-party services, licenses, or cloud infrastructure costs already incurred on the Client's behalf.
• Administrative fees deducted from refund amounts as described in this policy.
• Costs arising from the Client's failure to provide required resources, access, or information in a timely manner.

12. Dispute Resolution

If you are dissatisfied with the outcome of a refund request, we encourage you to reach out to discuss the matter further. We are committed to fair and transparent resolution of all disputes.

If a dispute cannot be resolved through direct discussion, the dispute resolution procedures outlined in our Terms of Service shall apply.

13. Contact Information

For refund inquiries or any questions about this policy, please contact us:

Modulo
Email: dam@modulo.click
Website: modulo.click/contact