Refund Policy

1. Policy Overview

Rough Setup is committed to delivering high-quality remote infrastructure deployment services and maintaining fair, transparent refund practices. This Refund Policy outlines the circumstances under which refunds may be issued, the refund request process, timelines, and applicable terms for each service category.

Due to the professional service nature of our offerings and the immediate value delivery inherent in remote project management, logistics coordination, compliance auditing, and technical consulting, refund eligibility is limited to specific circumstances detailed in this policy. By engaging our services, you acknowledge and agree to these refund terms.

2. General Refund Principles

2.1 Service Delivery Nature

Our services involve professional expertise, time commitment, coordination efforts, and intellectual property delivery that begins immediately upon project initiation. Unlike physical products, services cannot be "returned" once delivered. Refund determinations consider work performed, resources allocated, and value delivered prior to any refund request.

2.2 Good Faith Standard

Refund requests are evaluated on a case-by-case basis using good faith standards. We consider the specific circumstances, service delivery progress, client cooperation level, and whether service delivery issues were caused by circumstances within our control or external factors.

2.3 Refund Request Timing

Refund requests must be submitted in writing within specified timeframes for each service category. Late requests submitted after applicable deadlines will not be considered except in extraordinary circumstances involving service delivery failures demonstrably caused by Rough Setup.

3. Project-Based Service Refunds (S/01, S/02, S/03)

3.1 Initial Deposit (50% Payment)

Project-based services require a 50% initial deposit upon engagement. This deposit covers project setup, initial coordination, resource allocation, and commencement of service delivery. Deposit refund eligibility depends on timing and circumstances:

• Before Project Commencement: If cancellation occurs before any work has begun and before resources have been allocated, 100% of the deposit is refundable minus a $200 administrative processing fee.
• Within First 48 Hours: If cancellation occurs within 48 hours of project commencement but before substantial work has been performed, 75% of the deposit is refundable.
• After 48 Hours: If cancellation occurs after 48 hours of project commencement, deposits are non-refundable, as significant coordination efforts and resource allocation have already occurred.

3.2 Final Payment (Remaining 50%)

The final 50% payment is due upon project completion and deliverable submission. Refund considerations for final payments:

• Deliverable Quality Issues: If deliverables fail to meet agreed specifications or professional standards, clients may request corrections within 14 days of delivery. If corrections are not satisfactorily completed within a reasonable timeframe, partial refunds may be considered based on the extent of deficiencies.
• Incomplete Services: If Rough Setup fails to deliver agreed services or complete the project scope, refunds will be calculated based on the percentage of work completed versus work contracted.
• Client-Caused Termination: If project termination results from client actions (failure to provide necessary information, unresponsiveness, scope changes making completion impractical), final payments are non-refundable.

3.3 Service-Specific Considerations

S/01 - Installation Project Management

Refunds consider coordination activities performed, vendor communications conducted, documentation reviewed, and planning deliverables provided. Partial refunds may be issued if project management services were substantially incomplete through Rough Setup fault, calculated as: Total Fee × (1 - Percentage of Scope Completed).

S/02 - Logistics & Deployment Coordination

Refunds consider logistics arrangements made, carrier communications conducted, scheduling coordination performed, and delivery tracking provided. If delivery failures occur due to carrier issues (not Rough Setup coordination failures), refunds are not applicable as our coordination services were properly delivered.

S/03 - Infrastructure Compliance & Audit

Refunds consider documentation received, review analysis conducted, compliance assessments performed, and audit reports generated. If documentation quality provided by clients was insufficient for thorough assessment (despite clear guidelines), refunds may be denied as service limitations stemmed from inadequate inputs rather than service delivery failures.

4. Hourly Consulting Refunds (S/04)

4.1 Minimum Engagement

Technical Consulting services have an 8-hour minimum engagement ($1,200.00). The minimum engagement fee is non-refundable once consulting has commenced, as it compensates for consultant availability allocation, preparation time, and initial consultation delivery.

4.2 Hourly Billing Beyond Minimum

Hours purchased beyond the 8-hour minimum are billed weekly. If consulting is discontinued before purchased hours are consumed, unused hours beyond the minimum engagement may be refunded at the hourly rate ($150/hour) provided:

• Discontinuation occurs through mutual agreement or Rough Setup inability to deliver services
• Refund request is submitted within 14 days of the last consulting session
• Hours being refunded were not scheduled or allocated for upcoming sessions

4.3 Quality Concerns

If consulting advice is demonstrably incorrect, fails to meet professional standards, or causes harm due to negligent recommendations, clients may request refunds for affected consulting hours. Requests must be submitted with detailed documentation of quality concerns within 30 days of the consulting session in question.

5. Refund Exclusions

Refunds will not be issued under the following circumstances:

5.1 Client-Caused Delays or Issues

• Failure to provide requested information, documentation, or access
• Unresponsiveness to communications delaying project progress
• Changes in project scope, requirements, or direction after commencement
• Decisions to discontinue projects for reasons unrelated to service quality
• Internal organizational changes affecting project viability

5.2 Third-Party Performance

• Vendor failures, delays, or quality issues beyond our coordination scope
• Carrier delivery problems, shipping delays, or logistics disruptions
• Contractor installation errors or compliance violations
• Facility issues, site access problems, or environmental conditions
• Regulatory changes or permitting delays outside our control

5.3 Completed Services

• Services fully delivered according to agreed scope and specifications
• Deliverables accepted without timely quality concerns raised
• Projects completed to professional standards even if outcomes differ from client expectations
• Consulting advice properly delivered even if implementation results vary

5.4 Scope Limitations

• Limitations inherent to remote service delivery acknowledged in service descriptions
• Assessment accuracy limitations resulting from inadequate documentation provided
• Outcomes dependent on factors outside contracted service scope
• Expected results based on assumptions later proven incorrect through no fault of Rough Setup

6. Refund Request Process

6.1 Submission Requirements

All refund requests must be submitted in writing via email to our operations team and include:

• Client name and contact information
• Project reference number or invoice number
• Service category and engagement dates
• Detailed explanation of refund basis and circumstances
• Supporting documentation (communications, deliverables, evidence of quality issues)
• Specific refund amount requested with calculation basis
• Original payment method details for refund processing

6.2 Review Process

Upon receiving a refund request, we will:

1. Acknowledge receipt within 2 business days
2. Conduct internal review of project records, communications, and deliverables
3. Contact client for any necessary clarifications or additional information
4. Evaluate request against refund policy criteria
5. Provide written decision within 10 business days of receiving complete information

6.3 Decision Communication

Refund decisions will be communicated in writing and include:

• Approval or denial determination with detailed reasoning
• Refund amount if approved (may differ from requested amount based on evaluation)
• Refund processing timeline if approved
• Appeal process information if applicable

6.4 Appeal Process

If a refund request is denied or the approved amount is disputed, clients may submit an appeal within 14 days of decision notification. Appeals should include:

• Specific points of disagreement with initial decision
• Additional evidence or arguments not previously considered
• Explanation of why reconsideration is warranted

Appeals are reviewed by senior management and final decisions are rendered within 10 business days of appeal submission.

7. Refund Processing

7.1 Processing Timeline

Approved refunds will be processed within:

• Credit Card Payments: 5-7 business days from approval date
• Bank Transfer Payments: 7-10 business days from approval date
• Check Payments: 10-14 business days from approval date

Processing times reflect Rough Setup's processing period and do not include financial institution processing times, which may add additional days before funds appear in your account.

7.2 Refund Method

Refunds will be issued using the original payment method whenever possible. If the original payment method is no longer available, alternative arrangements will be made including:

• Bank transfer to designated account
• Check mailed to address on record
• Credit applied to future services (by mutual agreement)

7.3 Partial Refunds

When partial refunds are approved, the refund amount will be calculated based on:

• Percentage of contracted scope completed
• Hours worked versus hours contracted (for hourly services)
• Value delivered versus value contracted
• Costs incurred on client's behalf (third-party expenses, committed resources)

8. Special Circumstances

8.1 Service Delivery Failures

In cases of significant service delivery failures demonstrably caused by Rough Setup (missed deadlines without justification, deliverable quality substantially below professional standards, failure to perform contracted activities), we may offer:

• Full or partial refunds as appropriate to circumstances
• Complimentary re-performance of services to correct deficiencies
• Credit toward future services of equivalent value
• Combination of refund and service credit

8.2 Force Majeure Events

If service delivery becomes impossible due to force majeure events (natural disasters, pandemics, government actions, infrastructure failures), refunds will be calculated based on:

• Services delivered before force majeure event
• Possibility of delayed completion versus project cancellation
• Client preference for refund versus rescheduling
• Reasonable costs already incurred for project setup and coordination

8.3 Mutual Agreement Termination

When both parties mutually agree that project continuation is not advisable due to unforeseen circumstances, changed conditions, or scope incompatibility discovered during initial phases, refund terms will be negotiated in good faith based on:

• Work performed and value delivered to termination point
• Resources allocated and costs committed
• Reasons for mutual termination decision
• Fairness to both parties given circumstances

9. Refund Policy Changes

Rough Setup reserves the right to modify this Refund Policy at any time. Changes will be communicated through:

• Updated policy posting on our website with revision date
• Email notification to active clients
• Notice during new service engagement processes

Policy changes apply to services engaged after the change effective date. Services engaged prior to changes remain subject to the refund policy in effect at the time of engagement.

10. Refund Request Contact Information

To submit a refund request or inquire about refund policy details, contact us through the following channels: