Project-Based Engagements

Deposits (initial milestone payments): The initial deposit paid at contract signing is non-refundable once EIDDI has commenced scoping, design, architecture planning or development work. If the Client cancels in writing before any work has commenced — typically within 48 hours of signing — a full refund will be issued within 10 business days.

Milestone payments: Payments made upon completion and acceptance of a defined project milestone are non-refundable. Acceptance occurs when the Client provides written approval or when the 10-business-day acceptance window (defined in the Terms of Service) expires without documented objection.

Disputed deliverables: If the Client raises specific, documented objections within the 10-day acceptance window, EIDDI will work to remedy the issues within an agreed revised timeline at no additional cost. If EIDDI is genuinely unable to remedy the issues to the specification documented in the SOW, the Client may request a partial or full refund of the disputed milestone payment. Refund amounts are determined in good faith based on the percentage of work completed and accepted.

Managed Services — Monthly Retainers

Monthly fees: Monthly managed services fees are invoiced in advance and are non-refundable once the service period has commenced. Services delivered in the preceding month are considered rendered and are not subject to refund.

Early termination: Clients terminating a managed services agreement with the required 30 days written notice will not receive a refund for the current month's fees. Service continues until the end of the notice period.

SLA failure credits: If EIDDI fails to deliver core services consistent with the agreed Service Level Agreement (SLA) for a given month, the Client may request a pro-rata service credit applied against the following month's invoice. Credits are calculated proportionally based on the duration and severity of the shortfall relative to the SLA commitments. Credits are not cash refunds.

Consulting & Advisory Engagements

Consulting engagements are billed upon delivery of defined outputs — assessments, strategy documents, technical reports or advisory sessions. If a deliverable materially fails to address the scope documented in the SOW, EIDDI will revise the deliverable at no charge. If revision is not possible within a reasonable timeframe, a partial refund not exceeding the pro-rata value of the deficient deliverable may be issued at EIDDI's discretion.

How to Request a Refund

To request a refund, email billing@eiddisolutions.com with the following:

We will acknowledge your request within 2 business days and respond with a decision within 10 business days. Approved refunds are processed to the original payment method within 5–10 business days depending on the platform (Payoneer, Wise or your bank).

Chargebacks

We ask that clients contact us directly at billing@eiddisolutions.com before initiating a chargeback with their payment provider. Most billing disputes can be resolved faster and with less friction by communicating directly with our billing team.

Chargebacks filed without prior written communication to EIDDI may result in temporary suspension of services and an administrative processing fee. EIDDI will respond to all payment-dispute enquiries from Payoneer, Wise or the originating bank with complete documentation of services delivered and the payment terms agreed to by the client.

Refund Exceptions

EIDDI reserves the right to decline a refund request where one or more of the following applies:

• The deliverable has been formally accepted in writing by the Client
• The scope defined in the SOW was fully and verifiably delivered
• The issue results from the Client's failure to provide required inputs, approvals or access on schedule
• The refund request is submitted more than 60 days after the invoice date
• The Client is in breach of the Terms of Service or Acceptable Use Policy
• Services were suspended due to non-payment and the Client disputes subsequent reinstatement fees