Refund Policy

This Refund Policy explains when MCLBPO offers refunds for software development, design, AI and related services. Our policy is designed to be fair to both clients and the engineering team.

1. Nature of our services

MCLBPO provides bespoke professional services — custom software, design, AI workflows, integrations and maintenance. Work is performed by senior engineers and designers against milestones defined in a written Statement of Work (SOW). Because each engagement is custom, refunds are governed by the rules below rather than a blanket return policy.

2. Deposits

A deposit (typically 50% of the engagement value) is required before work begins. Deposits are non-refundable once discovery work has commenced, as they reserve our team's capacity and cover initial planning, architecture and account setup.

If you decide to cancel before any work has begun (within 48 hours of payment and prior to the kickoff session), we will refund 100% of the deposit minus payment-processing fees actually charged by the gateway (typically 2.9% + $0.30).

3. Milestone refunds

For milestone-based engagements:

• If we materially fail to deliver an accepted milestone and cannot cure the issue within 14 days of written notice, that milestone's fee is refundable.
• Already-accepted milestones (signed off by the Client) are non-refundable.
• Refunds do not apply to work that conforms to the agreed SOW but no longer matches a change of direction on the Client's side.

4. Retainers and subscriptions

Maintenance, hosting and ongoing AI-workflow retainers are billed monthly or quarterly in advance. You may cancel at any time effective at the end of the current billing period. Partial-period refunds are not provided, but unused hours within a paid retainer period remain available until the period ends.

5. Hosting, third-party services and licences

Costs paid by us on your behalf to third-party providers (cloud hosting, domain names, third-party APIs, software licences) are not refundable once incurred. We pass through these costs at face value and do not mark them up.

6. Chargebacks

If you have any concern about a charge, please contact us at support@mclbpo.com before initiating a chargeback. We will always work to resolve disputes in good faith. Chargebacks raised without prior contact may result in suspension of services and additional administrative fees.

7. How to request a refund

Send a written request to support@mclbpo.com including:

• Your order or engagement number.
• The specific milestone or service in question.
• A description of the issue and what outcome you are seeking.

We respond within one business day and aim to resolve refund requests within 7 business days. Approved refunds are issued to the original payment method.

8. Exceptions

Where applicable consumer-protection law grants a stronger right of refund than this policy, that statutory right prevails.

9. Contact

For any refund question, contact support@mclbpo.com. We're a small, named team and we read every message.