Refund and Cancellation Policy

1. Scope of this policy

GraceRock AI services are often customised and proposal-based. The applicable proposal, order form, statement of work or service agreement describes the deliverables, fees, timing and cancellation terms for the engagement.

Any refund, cancellation or notice provisions contained in a signed proposal, order form, statement of work or service agreement take precedence over this general website policy for that engagement.

2. Mobilisation, setup and implementation payments

A mobilisation, setup or implementation payment may become non-refundable once GraceRock Global LLC has started work, reserved delivery capacity, configured systems, purchased agreed third-party services, or incurred other costs for the engagement. The applicable written agreement may set a different rule.

If work has not started and no committed third-party costs have been incurred, GraceRock will review a cancellation request against the applicable proposal or agreement.

3. Work already completed

Fees for work completed up to the effective cancellation date remain payable. This may include discovery, strategy, copy, configuration, implementation, reporting, training and other agreed deliverables. Where appropriate, GraceRock may provide completed work or a status summary after outstanding amounts are settled.

4. Third-party costs

Third-party platform, media, software, hosting, messaging or other costs already incurred or committed for a client are not refundable by GraceRock unless the relevant provider issues a refund or the written agreement states otherwise. GraceRock will identify known third-party costs in the applicable proposal where practical.

5. Recurring services

Recurring-service cancellation requests must be submitted in writing to go@gracerock.ai. Notice periods, renewal dates and final billing are governed by the signed proposal or service agreement. If that document does not specify a notice period, GraceRock will confirm the practical cancellation date in writing.

A cancellation request does not automatically reverse charges for a billing period that has started, work already performed, or third-party commitments already made.

6. How to submit a cancellation request

Send a written request from an authorised client contact to go@gracerock.ai. Include the client name, relevant proposal or service description, requested cancellation date and any billing information needed to identify the engagement. GraceRock may request reasonable confirmation of the requester's authority.

7. Refund requests and billing queries

Billing or refund questions should be sent to go@gracerock.ai. GraceRock will review the request against the applicable agreement, work performed, costs incurred and any mandatory consumer or other applicable legal requirements.

Approved refunds will normally be returned using the original payment method where reasonably possible. Processing times may depend on the payment provider and the client's financial institution.

8. No blanket money-back guarantee

This policy does not create a blanket money-back guarantee. Service outcomes can depend on client systems, data, approvals, implementation scope, market conditions and other dependencies. A written agreement may contain specific service credits, refund terms or other remedies that apply to that engagement.

9. Policy contact