Legal

Refund Policy

Last updated: January 1, 2025

1. Overview

Consistra LLC ("Consistra," "we," "us," or "our") is committed to delivering high-quality AI agent development and consulting services. This Refund Policy outlines the terms under which refunds may be issued for our services.

Because our services are custom and labor-intensive, refund eligibility depends on the stage of work completed and the type of engagement.

2. Project-Based Engagements

Before Work Begins

If you cancel a project-based engagement before any work has commenced (i.e., before the discovery phase begins), you are entitled to a full refund of any upfront payment, minus a $250 administrative fee to cover proposal preparation and contract setup.

After Work Has Begun

Once work has commenced, refunds are calculated based on the milestones defined in your Statement of Work (SOW):

  • Completed and Approved Milestones: Non-refundable. Once a milestone deliverable has been delivered and approved (or deemed approved after the review period), payment for that milestone is final
  • In-Progress Milestones: If cancellation occurs during an active milestone, you will be charged for work completed to date based on a pro-rata calculation. Any excess payment will be refunded
  • Unstarted Milestones: Fully refundable

Deliverable Review Period

Each milestone deliverable includes a 10-business-day review period. During this period, you may request revisions that fall within the original scope. If no feedback is provided within the review period, the milestone is considered approved.

3. Monthly Retainers

  • Retainer payments are non-refundable for the current billing period
  • You may cancel your retainer with 30 days written notice. Cancellation takes effect at the end of the current billing period
  • Unused hours within a billing period do not roll over and are not refundable
  • If we are unable to deliver the agreed retainer hours due to our availability, the unused portion will be credited to the next billing period or refunded at your election

4. Managed AgentOps

  • Managed AgentOps fees are billed monthly in advance and are non-refundable for the current billing period
  • You may cancel with 30 days written notice. Cancellation takes effect at the end of the current billing period
  • If we fail to meet the service level commitments defined in your agreement, you may be eligible for a pro-rata credit for the affected period

5. Satisfaction Guarantee

We stand behind the quality of our work. If you are unsatisfied with a deliverable that was completed within the agreed scope, we will:

  1. Work with you to identify the specific issues and concerns
  2. Make reasonable revisions to bring the deliverable in line with the agreed specifications at no additional cost
  3. If after good-faith revisions the deliverable still does not meet the agreed specifications, discuss a partial refund or credit for the affected milestone

This guarantee applies to work that falls within the original scope of the SOW. Changes to scope, requirements added after project start, or requests beyond the original specifications are not covered.

6. How to Request a Refund

To request a refund, please:

  1. Email shilpa@consistra.com with the subject line "Refund Request"
  2. Include your name, company name, project name or reference number, and a description of the reason for your request
  3. We will acknowledge your request within 2 business days
  4. Approved refunds are processed within 10 business days and returned to the original payment method

7. Exceptions

Refunds are not available in cases where:

  • The client failed to provide necessary information, access, or feedback within agreed timelines, causing project delays
  • The client's requirements changed materially from the original SOW without a corresponding change order
  • Services were delivered as specified but the client's business needs changed after delivery
  • The refund request is made more than 30 days after the relevant deliverable was approved or deemed approved

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your payment provider. Filing a chargeback without first attempting to resolve the issue with us may result in suspension of services and additional fees to cover administrative costs.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. The refund terms in effect at the time of your purchase or engagement will apply to that transaction.

10. Contact

For questions about this Refund Policy, contact us at:

Consistra LLC
30 N Gould St Ste R
Sheridan, WY 82801
Email: shilpa@consistra.com