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Refund & Cancellation Policy

Last updated: March 2026

At Solvéra Labs, we are committed to delivering high-quality AI consulting services. We understand that circumstances can change, and we aim to handle refunds and cancellations fairly for both parties.

1. Before Work Commences

If you wish to cancel an engagement before any work has begun, you are entitled to a full refund of any payments made, provided you notify us within 14 days of payment.

Full refund: Available within 14 days of payment if no work has commenced.

2. After Work Has Commenced

Once work on your project has begun, refund requests are assessed on a case-by-case basis. In general:

  • You will be invoiced for all work completed up to the date of cancellation, calculated on a pro-rata basis against the agreed Statement of Work (SOW).
  • Any unused portion of pre-paid fees — after deducting the value of completed work — may be refunded at our discretion.
  • We will provide a clear breakdown of work completed and any applicable charges.

3. Completed & Delivered Work

No refunds are available for work that has been delivered and accepted by you. Acceptance is deemed to occur when deliverables have been made available to you as specified in the SOW and you have not raised a dispute within 7 business days of delivery.

4. How to Request a Refund or Cancellation

To request a refund or cancel an engagement, please contact us at: hello@solveralabs.ai

Please include your name, the project or invoice reference, and the reason for your request. We aim to respond to all refund requests within 5 business days.

5. Refund Processing

Approved refunds will be processed using the original payment method:

  • Card payments: Refunded to the original card. Processing times depend on your card issuer but typically take 5–10 business days.
  • Bank transfers: Refunded to the originating bank account within 5–10 business days.

All refunds are processed in the original transaction currency.

6. Disputes

If you are dissatisfied with our Services, we encourage you to contact us directly so we can attempt to resolve the matter. We are committed to finding fair solutions. If we cannot reach an agreement, either party may seek resolution through the appropriate legal channels under New Zealand law.

7. Acknowledgment

By making a payment to Solvéra Labs, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.