Refund & Cancellation Policy

This Refund & Cancellation Policy explains the terms and conditions under which dot2.solutions provides refunds or accepts cancellations for our services.

Policy Scope

This policy applies to:

• AI agent implementation projects
• SaaS integration services
• Monthly retainer agreements
• Consulting and advisory services
• Technical support packages

Applicable Services

Different refund terms apply depending on the type of service purchased. Please read the sections relevant to your service agreement carefully.

Effective Date

This policy is effective as of March 18, 2026, and applies to all agreements entered into on or after this date.

When Refunds Are Available

Refunds may be available in the following circumstances:

• Service cancellation before work begins
• Failure to deliver agreed-upon services
• Material breach of service agreement by dot2.solutions
• Services rendered materially different from description
• Technical issues preventing service delivery

Timeframes for Refund Requests

Refund requests must be submitted:

• Implementation Projects: Before project kickoff meeting
• Monthly Retainers: Within 7 days of initial payment (first month only)
• One-time Services: Within 14 days of payment, before service delivery
• Subscription Services: Before first billing cycle completes

Conditions for Full Refunds

Full refunds (100%) are available when:

• No work has commenced on the project
• No resources have been allocated
• No third-party costs have been incurred
• Cancellation occurs before agreed start date

Conditions for Partial Refunds

Partial refunds may be available when:

• Work has begun but is not substantially complete
• Milestones have been partially delivered
• Services are cancelled mid-project
• Refund amount = Total paid - (Work completed + Expenses incurred)

Non-Refundable Items and Services

The following are non-refundable:

• Third-party software licenses or subscriptions purchased on your behalf
• Third-party API costs or usage fees
• Completed work or delivered milestones
• Consulting hours already provided
• Training sessions already conducted
• Custom development after code delivery
• Documentation and deliverables already provided

No Refunds After Work Begins

For implementation projects (AI agents, integrations, custom development):

• Full refund available if cancelled before project kickoff
• After kickoff, refunds based on work not yet performed
• Completed milestones are non-refundable
• Work-in-progress charged at hourly rate or pro-rata

Milestone-Based Payments

For projects with milestone-based payment structures:

• Payment for completed milestones is non-refundable
• Partial milestone completion charged proportionally
• Future milestone payments may be refunded if project cancelled
• Milestone acceptance indicates satisfaction with that phase

Deposit and Retainer Policy

Initial deposits and retainers:

• 50% deposit required to commence most projects
• Deposit applied to final invoice upon completion
• Deposit refundable if we cancel or cannot deliver
• Deposit non-refundable once work begins (applied to completed work)

Project Abandonment

If you abandon a project (no communication for 30+ days):

• All payments to date are considered final
• No refunds for work completed or in progress
• Project materials may be delivered in current state
• Additional fees may apply for project reopening

Monthly Retainer Terms

For ongoing monthly retainer agreements:

• Billed monthly in advance
• Hours allocated per month as per agreement
• Payment non-refundable once month begins
• Can cancel with 30 days' written notice

3-Month Minimum Commitment

Most retainer agreements include a 3-month minimum commitment:

• First 3 months are non-refundable
• Payments must be made for all 3 months
• Cancellation only takes effect after 3-month period
• Exceptions may be granted for exceptional circumstances

Unused Hours Policy

Regarding unused retainer hours:

• Standard Policy: Hours do not roll over month-to-month
• Rollover (if applicable): Up to 25% of unused hours may roll to next month
• Expiration: Rolled hours expire if not used within 60 days
• No Cash Value: Unused hours cannot be refunded for cash

Retainer Adjustments

Retainer agreements may be adjusted:

• Increased hours available with written notice
• Decreased hours after minimum commitment period
• Changes take effect in following billing cycle
• Pro-rata adjustments not available mid-cycle

How to Cancel

To cancel services:

1. Send written notice via email to: billing@dot2.solutions
2. Include: Account/project details, reason for cancellation, requested effective date
3. Receive confirmation email within 2 business days
4. Complete any final requirements (data export, knowledge transfer, etc.)

Notice Period Requirements

• Implementation Projects: Immediate (charges apply for work completed)
• Monthly Retainers: 30 days' written notice
• Annual Contracts: 60 days' written notice (or as per contract)
• Trial or First Month: 7 days' notice

Cancellation Effective Date

Cancellation becomes effective:

• For retainers: At end of current billing cycle (after notice period)
• For projects: Upon receipt of written confirmation
• For subscriptions: At end of current subscription period

Outstanding Payment Obligations

Upon cancellation:

• All outstanding invoices remain due
• Work completed must be paid for
• Third-party costs incurred must be reimbursed
• Final invoice issued within 15 days of cancellation

During Minimum Commitment Period

If you terminate during a minimum commitment period (e.g., 3-month retainer):

• Remaining months must be paid in full, OR
• Early termination fee equal to 50% of remaining commitment
• Exceptions considered for documented exceptional circumstances

Termination Fees

Early termination fees may apply:

• Within Minimum Period: 50% of remaining commitment
• Annual Contracts: 25% of remaining contract value
• Implementation Projects: 100% of work completed + 25% of remaining quoted amount

Prorated Refunds

In some cases, prorated refunds may be available:

• Monthly subscription cancelled mid-month: No pro-rata refund (service available until period end)
• Annual subscription cancelled mid-year: Pro-rata refund minus 20% administrative fee (see also Terms of Service, Section 6)
• Retainer hours significantly under-delivered: Pro-rata credit or refund

Work-in-Progress Handling

Upon termination with work in progress:

• Option 1: Complete current milestone (additional payment may apply)
• Option 2: Deliver work in current state (charged pro-rata)
• Option 3: Cease work immediately (charged for hours worked)
• All code, files, and documentation up to termination point delivered

How to Request a Refund

1. Email billing@dot2.solutions with subject "Refund Request"
2. Include:
   • Your name and account/project details
   • Invoice number(s) and payment date(s)
   • Reason for refund request
   • Supporting documentation (if applicable)
3. Await acknowledgment (within 24 hours)
4. Provide any additional information requested
5. Receive refund decision (see timeline below)

Review Timeline

• Acknowledgment: Within 24 hours
• Initial Review: Within 3 business days
• Investigation: 5-10 business days (if needed)
• Decision: Within 14 business days of request

Approval Process

Refund requests are reviewed by:

• Billing team for eligibility verification
• Project manager for work completion assessment
• Management for final approval (amounts over CHF 1,000)

Payment Method for Refunds

Refunds are processed using:

• Preferred: Original payment method (credit card, bank transfer)
• Alternative: Bank transfer to specified account
• Not Available: Cash refunds or third-party payment services

Processing Time

Once approved:

• Credit Card: 7-10 business days to appear on statement
• Bank Transfer: 5-7 business days to account
• International Transfers: 10-14 business days
• Actual timing may vary by financial institution

Partial Refund Calculation

For partial refunds, calculation methodology:

• Total payment minus completed work value
• Minus third-party costs incurred
• Minus administrative fees (if applicable, up to 20% — see Section 6.3)
• Detailed breakdown provided in refund notification

Force Majeure

In cases of force majeure preventing service delivery:

• Full refund of payments for undelivered services
• Prorated refund for partially delivered services
• Option to postpone service delivery if mutually agreeable

Service Unavailability

If our services become unavailable due to our actions:

• Full refund of current billing period
• Credit for future services (if preferred)
• Compensation for documented damages (up to service fees paid)

Company-Initiated Termination

If we terminate services (not due to your breach):

• Full refund of all undelivered services
• 30-60 day transition period (at no charge)
• Assistance with data export and migration
• Delivery of all work completed to date

Goodwill Refunds

In rare cases, we may offer goodwill refunds for:

• Significant service quality issues
• Exceptional customer circumstances
• Long-term client relationship considerations
• Mutually beneficial resolution

Goodwill refunds are discretionary and do not establish precedent or entitlement to future refunds.

Internal Dispute Resolution

If you disagree with a refund decision:

1. Contact billing@dot2.solutions to discuss concerns
2. Provide additional evidence or information
3. Request escalation to management
4. Receive final decision within 10 business days

Escalation Process

Escalation hierarchy:

• Level 1: Billing team
• Level 2: Project or account manager
• Level 3: Operations director
• Level 4: Company director (final decision)

Alternative Dispute Resolution

If internal resolution is unsuccessful:

• Mediation through mutually agreed mediator
• Swiss consumer arbitration (for consumer contracts)
• Commercial arbitration (for business contracts)

Legal Remedies

As a last resort, legal action may be pursued:

• Governed by Swiss law
• Jurisdiction: Swiss courts (unless otherwise agreed)
• Subject to limitation clauses in Terms of Service

Billing Inquiries

For general billing questions:

• Email: billing@dot2.solutions
• Phone: +41 79 741 86 13 (business hours)
• Response Time: Within 2 business days

Refund Requests

To request a refund:

• Email: billing@dot2.solutions
• Subject: "Refund Request - [Your Account/Project Name]"
• Include: All relevant documentation and invoice numbers

Cancellation Notifications

To cancel services:

• Email: billing@dot2.solutions
• Subject: "Service Cancellation - [Your Account/Project Name]"
• Confirmation: You will receive written confirmation

General Contact

For other inquiries:

• Email: contact@dot2.solutions
• Website: https://dot2.solutions
• Contact Form: https://dot2.solutions/contact

This Refund & Cancellation Policy shall be governed by and construed in accordance with the substantive laws of Switzerland, excluding its conflict of law provisions and excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

For any disputes arising out of or in connection with this policy, the competent courts at the registered seat of dot2.solutions (Yverdon-les-Bains, Switzerland) shall have exclusive jurisdiction, subject to any mandatory legal venue provisions.