Refund & Cancellation Policy

This policy applies to services operated by Evidentity LLC, including focused audits, managed product activation, specialist recommendation engagements, and related commercial work purchased through website, invoice, payment link, or other Evidentity-approved commercial path.

If a signed order form, service agreement, or separately accepted commercial document sets different cancellation or refund terms for a specific engagement, that signed document governs for that engagement.

If a customer requests cancellation before activation begins and before Evidentity has started substantive account work, the engagement may be cancelled and any fees already paid may be refunded in full, less any non-recoverable third-party processing charges where applicable.

For the purpose of this policy, activation or substantive work includes activities such as onboarding review, account setup, discovery review, scenario mapping, profile construction, structured truth-layer work, specialist analysis, or delivery preparation tied to the purchased service.

Once activation has begun or substantive service work has started, fees already earned against completed or in-progress work are generally non-refundable.

This rule exists because Evidentity provides managed digital infrastructure, specialist analysis, diagnostic work, and controlled service operations rather than a passive downloadable product. Commercial value begins to be delivered as soon as setup, review, modeling, architecture, or intervention work starts.

For recurring plans or retained service relationships, cancellation stops future renewal or future billing periods; it does not automatically reverse work already delivered or the active billing period already in force.

Unless a signed commercial document states otherwise, customers should submit cancellation requests before the next renewal or billing date to avoid charges for the next service period.

The following are generally non-refundable once delivered, started, or made commercially available to the customer:

• completed or partially completed audits, diagnostics, and discovery work;
• onboarding, activation, setup, or implementation work already performed;
• specialist analysis, recommendation architecture work, or structured profile construction already carried out;
• managed monitoring, intervention, or advisory time already consumed within the active service period;
• custom or scoped work reserved specifically for the customer;
• non-recoverable third-party fees, payment processing charges, or taxes where those amounts are not recoverable by Evidentity.

Where a plan includes an explicit commercial guarantee, such as the Recommendation Progress Guarantee, refund treatment follows the guarantee logic published for that plan together with any applicable commercial documents.

Guarantee-based fee returns are distinct from ordinary cancellation refunds. They apply only where the relevant plan, guarantee conditions, and baseline logic have been satisfied.

Refunds are not granted merely because an external AI assistant, search product, map, OTA platform, directory, or other third-party environment changes behavior, interface, or recommendation logic. Evidentity controls the managed infrastructure and operating work on the client side; it does not control independent third-party platforms.

Cancellation or refund requests should be sent to hello@evidentity.ai with the customer name, company name, service purchased, payment date, and the reason for the request.

Evidentity reviews requests against activation status, work already performed, applicable service documents, and any guarantee or recovery provisions attached to the engagement.