Refund policy

Scope

This policy applies to paid professional services sold by infraedge — including usage instrumentation reviews, funnel and retention diagnostics, product signal workshops, and reporting system design. The Site does not sell physical products, software licenses, or instant digital downloads. Payments are arranged off-site under a statement of work (SOW).

Eligibility

Refund eligibility depends on whether work has started, whether deliverables have been provided, and whether cancellation follows the notice rules below. Deposits and prepaid fees are treated as described in your SOW; if the SOW and this page conflict, the SOW controls for that engagement.

Timeframe to request

Refund requests must be emailed to hello@infraedge.digital within 14 days of the charge you dispute, or within 7 days of a deliverable handover you claim is materially incomplete — whichever applies. Include your company name, SOW reference, and reason.

Full refunds

A full refund of fees paid is available if we cancel an engagement for reasons other than your breach, or if you cancel in writing before the agreed kickoff date and before any discovery workshop or data access has begun.

Partial refunds

If you cancel after kickoff but before final deliverables, we may refund the unused portion of prepaid fees after deducting (a) work already performed at the rates in the SOW, (b) non-recoverable third-party costs approved by you, and (c) a scheduling fee of up to 15% of the remaining unused fees when less than 5 business days’ notice is given.

Non-refundable items

The following are non-refundable once incurred or delivered: completed workshop days, finalized schema or findings documents already accepted in writing, and third-party tooling or data-export fees purchased at your request. Time already spent reviewing your event data under the SOW is billable and not refundable.

Work already started

“Started” means we have held a kickoff, received credentials or data extracts, or begun documented analysis. Once started, refunds are partial at most, calculated as above.

Deposits

Engagements may require a deposit to reserve dates. Deposits are credited toward the final invoice. Deposits become non-refundable if you cancel within 5 business days of kickoff, unless we fail to provide the scheduled kickoff.

Cancellation and rescheduling

You may reschedule a workshop or review window once without fee if you give at least 5 business days’ notice. Later reschedules may incur a fee of 10% of the affected phase fee or ₩200,000, whichever is lower. Cancellations follow the refund rules in this policy.

No-shows

If key participants fail to attend a scheduled workshop without 24 hours’ notice, that session is considered delivered for billing purposes and is not refundable. We will offer one courtesy reschedule when reasonable.

Refund process and timing

Approved refunds are processed to the original payment method within 14 business days of written approval. Bank or processor delays outside our control may extend arrival time.

Refund method

Refunds are issued via the same channel used for payment (bank transfer or card processor). We do not issue cash refunds or store credit unless both parties agree in writing.

Exceptions

Statutory rights under Korean consumer or commercial law that cannot be waived remain available. Force majeure events may delay delivery; in such cases we will reschedule in good faith before discussing refunds.

Contact for refund requests

hello@infraedge.digital · +82-9-964-1254 · 34-5, Dongwonapateu, Onsan-eup, Ulju-gun, Ulsan, Korea