| Cancellation point | Refund | Notes |
|---|---|---|
| Before kickoff call | 100% | Full refund issued within 5 business days. No questions asked. |
| After kickoff, before analysis run starts | 50% | 50% of the engagement fee is refunded. Kickoff and data validation work is non-refundable. |
| After analysis run completes or report delivered | 0% | No refund once the diagnostic analysis has been executed and report artifacts are available, regardless of whether downloads have been initiated. |
| SLA overrun (Industrial IQ fault) | 10% per 3-business-day overrun | Fee reduction applied automatically, up to a maximum of 30% of the engagement fee. Applied as a credit or partial refund based on client preference. |
| Force majeure or client-caused delay | No additional remedy | Delays caused by catalog format failures, client-side scope changes, or force majeure events do not trigger refund or fee reduction obligations. |
Refund schedule
Milestone-based refund terms — no ambiguity.
How to cancel or request a refund
Email support@ai2coe.com — response within 1 business day.
To cancel an engagement or request a refund, email support@ai2coe.com with “Cancellation Request — [Engagement Reference]” in the subject line. Include the engagement reference number from your SOW or invoice. Refunds are processed to the original payment method within 5-10 business days of confirmation.
For disputes about SLA overrun calculations or scope disagreements, both parties agree to a 30-day good-faith resolution period before escalating to formal dispute resolution.