Refund Policy
We want you to feel confident engaging Bulsu Labs. This Refund Policy sets out when and how we refund fees paid under a signed statement of work ("SOW"). It forms part of our Terms of Service.
1. 30-day money-back guarantee (build fee)
If, within 30 calendar days of delivery of a build, you determine that the delivered system does not meet the acceptance criteria stated in the SOW, you may request a full refund of the build fee.
1.1 How to request
Email info@bulsulabs.com with the subject line "Refund Request · [your company]", describing which specific acceptance criteria are not met. We will:
- Acknowledge your request within 2 business days.
- Attempt remediation within 10 business days, at no additional cost.
- If, after remediation, the system still does not meet the agreed acceptance criteria, we refund the full build fee within 14 business days, via the original payment method where technically possible.
1.2 What is not covered by the guarantee
- Changes to the scope requested after the SOW was signed.
- Failures caused by changes you make to your tools, credentials, or data after delivery.
- Failures caused by a third-party service outage, deprecation, or breaking change.
- Use of the system in violation of our Acceptable Use Policy.
- Subjective preferences not captured in the SOW acceptance criteria.
2. Maintenance fees
Maintenance is billed monthly in advance. You may cancel maintenance at any time by giving 30 days' written notice. Prepaid maintenance fees are non-refundable once the month has begun, but service continues through the end of the paid period.
3. Partial refunds during build
If you choose to cancel an engagement before delivery, we will invoice or refund based on actual work completed:
- Cancelled before kick-off: full refund of any deposit paid, less a €150 administrative fee.
- Cancelled mid-build: refund of deposit proportional to work not yet completed, as determined in good faith by our time logs.
4. Consumer statutory rights (EU)
Nothing in this policy affects any statutory right you may have under consumer protection law. If you are contracting as a consumer under EU or UK law, you may have additional rights to withdraw from certain distance contracts. Business-to-business engagements (our typical engagement type) are generally not covered by consumer withdrawal rights.
5. Chargebacks
Please contact us first. We will always try to resolve a dispute quickly and fairly. Initiating a chargeback without first giving us the opportunity to address the issue may be treated as a material breach and could affect your ability to engage our services in the future.
6. Contact
Questions or refund requests: info@bulsulabs.com.