Refund Policy

1. Overview

All Anteomnio engagements involve custom-scoped work delivered by skilled professionals. Unlike software products or off-the-shelf services, the work we produce is unique to each client and cannot be "returned" once delivered or in progress.

This policy sets out clearly what is and is not refundable under different circumstances. We aim to be straightforward: no small print, no surprises.

By accepting a proposal and making payment, you acknowledge you have read and agreed to this refund policy.

2. Deposits & Upfront Payments

Non-refundable. Deposit payments (typically 50% of the project total, paid before work begins) are non-refundable once work has commenced.

The deposit covers our time in project planning, architecture, team allocation, research, and the initial build phase. By the time we begin, meaningful work has already been done.

Pre-commencement exception. If you cancel an engagement in writing before any work has begun, and before your project has been scheduled into our queue, we will refund the deposit minus a $500 administrative and scheduling fee. This exception applies only within 48 hours of the deposit being received.

3. Milestone Payments

For multi-milestone projects, payments tied to delivery milestones are due upon delivery of that milestone. These payments are non-refundable once the milestone deliverable has been accepted, either explicitly (written sign-off) or implicitly (14 days passing without a formal objection).

Milestone disputes. If you believe a milestone deliverable does not meet the agreed specification, you must raise a written objection within 14 days of delivery. We will review the objection and remedy any genuine deficiency within the agreed spec at no additional charge. Disagreement about scope or preference, where the deliverable meets the written specification, does not constitute grounds for a refund.

4. Retainers

Monthly retainer fees are invoiced in advance and are non-refundable once the month has commenced. You may cancel a retainer engagement with 30 days' written notice.

If you cancel mid-month, you remain liable for that month's full retainer fee. Unused capacity within a given month does not carry over and is not refundable.

5. Client-Initiated Cancellation

If you choose to cancel a project after work has begun, the following applies:

• You remain liable for all fees for work completed or in progress at the time of cancellation.
• We will provide a final invoice reflecting work completed, calculated at the day rate agreed in your proposal, up to but not exceeding the total project fee.
• Any non-cancellable costs already incurred on your behalf, such as third-party licences, provisioned hosting, or assets purchased for your project, will be invoiced in full regardless of cancellation.
• Cancellations must be submitted in writing to legal@anteomnio.com.

We do not charge a cancellation penalty beyond the fees owed for work already performed.

6. Disputes

If you have a concern about the quality or completeness of delivered work, we want to hear about it first. The large majority of issues are resolved quickly when raised directly and in good faith.

Process:

1. Submit a written description of the concern to legal@anteomnio.com within 14 days of delivery.
2. We will acknowledge your concern within 2 business days and propose a resolution within 5 business days.
3. If the issue falls within the agreed scope and specification, we will remedy it at no additional cost.
4. If we cannot agree on whether the issue falls within scope, both parties agree to attempt mediation before pursuing formal proceedings.

Initiating a chargeback or payment dispute with your bank without first following this process is a breach of our terms and may result in immediate suspension of services and legal action to recover outstanding fees.

7. Exceptional Circumstances

We are reasonable people. In genuinely exceptional circumstances, including a significant failure on our part to deliver agreed work without remedy, we may consider a partial or full refund at our sole discretion.

Exceptional circumstances do not include: change of mind, change of business direction, failure to engage with the delivery process, or dissatisfaction with a deliverable that meets the agreed specification.

Any refund offered in exceptional circumstances will be confirmed in writing and processed within 10 business days of agreement.

8. Contact

For any questions about this policy, or to raise a concern about a specific engagement, contact us at:

Email: legal@anteomnio.com
Website: anteomnio.com/contact

We respond to all enquiries personally, usually within one business day.