Refund Policy

This policy applies to fees paid to NeuralCanvas Studio, operating as [Legal Entity Name], for pilots, project work and production retainers. It supplements the Terms of Service and the applicable statement of work ("SOW").

Engagements normally begin with a deposit that reserves studio capacity and funds dataset preparation. Deposits are refundable in full if written cancellation is received before work begins. Once dataset curation, training or generation has started, the deposit is applied against work performed and is non-refundable to that extent.

If a completed pilot does not meet the consistency criteria written into the SOW — measured against the agreed reference sheet and tolerance thresholds — you may request a remediation round at no cost. If the remediated pilot still fails those criteria, we refund [Pilot Refund Percentage] of the pilot fee.

Retainers are billed per period in advance and cover a committed output volume. Unused volume does not carry over beyond [Carryover Period] unless the SOW states otherwise. A retainer may be cancelled on [Notice Period] days' notice; the current period remains payable and subsequent periods are refunded in full.

• Deliverables already accepted in writing or deemed accepted under the Terms.
• Third-party costs incurred on your behalf, including compute time, model subscriptions, licensed assets and stock references.
• Work rendered unusable by a client-side change of direction, brand pivot or withdrawal of reference material after production began.
• Delays caused by late feedback, missing approvals or incomplete source assets.

Email office@katalos.shop within [Refund Request Window] days of the relevant delivery or invoice, stating the engagement reference, the deliverables concerned and the reason for the request. We acknowledge requests within [Acknowledgement Period] business days.

We review the request against the SOW acceptance criteria and the delivered batch manifest, and respond with a decision within [Review Period] business days. Where a request is upheld, we may offer remediation, partial credit or a refund, applying the remedy specified in the SOW first.

Approved refunds are issued to the original payment method within [Refund Processing Period] business days. Bank or card processing fees may be deducted where permitted by [Jurisdiction]. Refunds are made in the currency of the original invoice.

Please contact us before initiating a chargeback so we can resolve the matter directly. Unresolved disputes are handled under the governing law and dispute clauses of the Terms of Service and the laws of [Jurisdiction].

We may revise this policy for future engagements. The version in force on the date your SOW is signed governs that engagement.