Refund Policy

1. Introduction

Penguin Protect LLC ("we," "our," or "us") is committed to providing exceptional service and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions governing refunds for services provided by Penguin Protect LLC.

Note: This policy currently applies to our service offerings (AI solutions, bookkeeping, software development, and consulting services). As we expand our marketplace to include software products and digital goods, this policy will be updated accordingly.

2. General Refund Principles

We strive to deliver high-quality services that meet or exceed your expectations. Our refund policy is designed to be fair and transparent, balancing customer satisfaction with the nature of professional services work.

3. Refund Eligibility

3.1 Consultation Services

For initial consultation services:

• Full refund available if consultation is cancelled at least 24 hours before the scheduled time
• Partial refund (50%) if consultation is cancelled less than 24 hours before the scheduled time
• No refund if consultation has been completed, regardless of outcomes or recommendations provided

3.2 Ongoing Service Contracts

For ongoing service contracts (bookkeeping, AI solutions, software development):

• Pro-rated refund for unused portions of monthly/annual service fees if cancellation occurs within the first 7 days of a new billing cycle
• Partial refund consideration for services not yet rendered if cancellation occurs mid-cycle, subject to work already completed
• No refund for services already delivered, work completed, or time invested in your project

3.3 Project-Based Services

For fixed-price projects (custom software development, AI implementation, etc.):

• Full refund if project is cancelled before any work has commenced (within 48 hours of contract signing)
• Partial refund may be available if project is cancelled early, calculated as: Total payment minus work completed and expenses incurred
• No refund if project is 50% or more complete, or if deliverables have been accepted by the client

4. Non-Refundable Items

The following items are generally non-refundable:

• Services already delivered and accepted by the client
• Work completed, time invested, or deliverables provided
• Third-party costs, licenses, or expenses incurred on behalf of the client
• Setup fees, onboarding fees, or one-time implementation charges (once work has begun)
• Services cancelled after the refund eligibility period has expired
• Services terminated due to client breach of contract or non-payment
• Custom work or deliverables that cannot be resold or reused

5. Refund Request Process

To request a refund, please follow these steps:

1. Contact Us: Send an email to info@penguinprotectco.com with the subject line "Refund Request"
2. Provide Details: Include your account information, service details, reason for refund request, and any relevant documentation
3. Review Period: We will review your request within 5-7 business days and may request additional information or clarification
4. Resolution: We will work with you to resolve the issue. If a refund is approved, we will process it within 10-14 business days
5. Notification: You will receive email confirmation once the refund has been processed

6. Refund Processing Time

Once a refund is approved:

• Refunds will be processed within 10-14 business days of approval
• Refunds will be issued to the original payment method used for the transaction
• For credit card payments, it may take 5-10 additional business days for the refund to appear on your statement, depending on your financial institution
• For bank transfers or ACH payments, processing may take 7-14 business days

If you do not receive your refund within the expected timeframe, please contact us immediately.

7. Dispute Resolution

We are committed to resolving any disputes fairly and amicably. If you are not satisfied with our refund decision:

• We encourage open communication to understand your concerns and find a mutually acceptable solution
• You may request a review of the decision by our management team
• We may offer alternative solutions such as service credits, additional work, or modified service terms
• If disputes cannot be resolved through direct communication, they may be subject to binding arbitration in accordance with our Terms of Service

8. Service Credits

In some cases, instead of a monetary refund, we may offer service credits that can be applied to future services. Service credits:

• Are valid for 12 months from the date of issuance
• Cannot be transferred to third parties
• Cannot be exchanged for cash
• May be subject to certain terms and conditions

9. Cancellation Policy

To cancel ongoing services:

• Provide written notice via email to info@penguinprotectco.com
• For monthly services, cancellation must be received at least 7 days before the next billing cycle to avoid charges
• For annual contracts, cancellation terms are specified in your service agreement
• Upon cancellation, you will retain access to services until the end of the current billing period
• Data and deliverables will be provided in accordance with your service agreement

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Material changes will be communicated to existing clients and posted on our website with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.