1. What counts as "work started"
For our fixed-price Website Packages, "work started" means we have:
- Reserved your build slot on our schedule, AND
- Begun any of: discovery, design, copy review, asset preparation, development, or content integration.
For custom engagements, "work started" is defined in the relevant statement of work (typically the kickoff meeting or the first day of design/development).
2. Refunds before work has started
If you have paid but we have not yet begun work, you may request a refund. We will refund the package price minus:
- Non-refundable transaction fees charged by our payment processor (typically 3–4% of the package price; varies by card brand and region).
- An administrative fee of $50 USD to cover scheduling and account setup.
To request a pre-work refund, email info@evoluut.ai with the subject "Refund request — [your business name]" and the original transaction reference. Refunds are processed back to the original payment method within 7–14 business days of approval.
3. Refunds after work has started
Once we have begun work on your project, the package price is non-refundable. This protects both parties:
- You receive the work-in-progress assets (designs, code, copy, deliverables) we have produced up to the point of cancellation.
- We are compensated for time and resources already committed to your build slot.
If you choose to stop a project after work has begun, we will hand over what has been produced to date in a useable format. We will not refund the package price or any portion of it.
4. Exceptions
We will issue a full refund (less transaction fees) if:
- Evoluut is unable to deliver the contracted service for reasons within our control and we have not begun work, OR
- The payment was made in error (e.g. duplicate transaction) and we can verify it.
5. Chargebacks
If you initiate a chargeback with your card issuer without first contacting us in good faith, we may:
- Pause or terminate your project immediately.
- Dispute the chargeback with our payment processor, providing all communication, deliverables, and timeline records as evidence.
- Pursue any unrecovered amounts plus reasonable costs under applicable Anguillan law.
We strongly prefer to resolve concerns directly — please contact us first.
6. How to request a refund
Email info@evoluut.ai with:
- Subject: "Refund request — [your business name]"
- Original transaction date and reference / receipt number
- Package purchased
- Reason for the refund request
We will acknowledge within 2 business days and confirm next steps within 7 business days.
7. Related policies
8. Contact
For questions about this policy or any refund request, contact info@evoluut.ai or +1 (264) 772-5886.