General Rule
Because services involve reserved capacity, strategy work, and technical production, completed or partially delivered professional services are generally non-refundable unless required by contract or law.
Eligible Refund Cases
- Duplicate or accidental payment processing.
- Billing errors caused by Escalona Labs.
- Prepaid scope canceled before delivery begins and not yet resourced.
Non-Refundable Cases
- Time already spent on discovery, design, development, or consultation.
- Deliverables approved by the client at milestone review.
- Third-party costs already incurred (licenses, hosting, paid APIs, contractors).
How to Request a Refund
Submit requests within 14 calendar days from invoice date to escalona@escalonalabs.com with project name, invoice number, amount, and reason.
Review Timeline
- Acknowledgment within 2 business days.
- Decision within 10 business days after receiving required documentation.
- Approved refunds are processed through the original payment method.
Disputes
If you disagree with a decision, reply to the original case email and request escalation. Escalona Labs will provide a documented review path for resolution.