Refund Policy

Refund Policy

This Refund Policy ("Policy") forms an integral part of the Master Services Agreement ("MSA") and any applicable Statement of Work ("SOW") entered into between Altio Studio ("Service Provider") and the client ("Client").

1. No Refunds for Setup Fees

1.1 All setup fees paid for onboarding, configuration, implementation, automation development, AI deployment, integrations, system setup, or related professional services ("Setup Services") are final, non-refundable, and non-creditable once the applicable SOW has been executed by the Client.

1.2 The Client expressly acknowledges that:

Setup Services are customized and resource-intensive

Work begins immediately upon execution of the SOW and/or receipt of the setup fee

Setup Services cannot be reversed once initiated

1.3 No refunds, partial refunds, credits, or charge reversals shall be issued for Setup Fees under any circumstances, including but not limited to: early termination by the Client, dissatisfaction with results, change in business strategy or priorities, failure to use the services, or cancellation of Monthly Services.

2. No Refunds for Monthly Fees

2.1 Monthly service fees ("Monthly Fees") are billed in advance and are non-refundable once charged.

2.2 The Client is not entitled to any refund, credit, or proration of Monthly Fees for: partial billing periods, unused services, suspension or termination initiated by the Client, or deletion of services following cancellation.

2.3 Exception — Altio Studio-Initiated Termination: Where Altio Studio terminates monthly services for reasons other than client breach or non-payment, any prepaid Monthly Fees attributable to the unused portion of the billing period following the termination date will be refunded.

3. Limited Exception – Material Non-Performance

3.1 If the Service Provider materially fails to deliver Setup Services in accordance with the executed SOW, and such failure is not cured within a reasonable time after written notice from the Client, the Client's sole and exclusive remedy shall be, at the Service Provider's discretion:

Correction of the non-conforming services, or

A partial refund strictly limited to the portion of Setup Services not performed in accordance with the SOW

3.2 Under no circumstances shall any refund exceed the amount actually paid for the specific non-conforming services.

4. Exclusions from Refund Eligibility

Refunds shall not be issued for issues arising from:

Client-requested changes outside the agreed scope

Delays or failures caused by the Client

Lack of access, credentials, approvals, or information from the Client

Third-party platform outages, API limitations, or policy changes

Subjective dissatisfaction not tied to contractual non-performance

5. Chargebacks and Payment Disputes

5.1 The Client agrees to contact Altio Studio in writing at [email protected] prior to initiating any chargeback, payment reversal, or dispute with their financial institution.

5.2 Any chargeback or payment reversal initiated without first engaging this process, and in violation of this Policy, shall constitute a material breach of the MSA.

5.3 In such cases, Altio Studio reserves the right to immediately suspend or terminate services and recover all associated costs, fees, administrative expenses, and chargeback penalties incurred.

6. Acknowledgment and Acceptance

By executing the applicable SOW, the Client confirms that they have read and understood this Refund Policy, had the opportunity to seek independent legal advice, and expressly agreed to the non-refundable nature of Setup Fees and Monthly Fees as described herein.

7. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein.

8. Severability

If any provision of this Refund Policy is found to be invalid or unenforceable, such provision shall be severed, and the remaining provisions shall continue in full force and effect.

9. Contact

Altio Studio Email: [email protected] Website: www.altiostudio.ca

This Refund Policy is provided for general informational purposes only and does not constitute legal advice. For legal advice, consult a licensed Ontario lawyer.