Refund Policy

Last updated: 2026-04-17

Our refund terms vary by SKU. They are designed to lower your risk while protecting our delivery capacity. EU/EEA and UK consumers additionally benefit from the statutory 14-day right of withdrawal described below.

EU / EEA / UK consumers - 14-day right of withdrawal

If you are a consumer resident in the EU, EEA, or the UK, you have 14 calendar days from the date of purchase to withdraw from a contract concluded at a distance, with no justification and no penalty (Directive 2011/83/EU; UK Consumer Contracts Regulations 2013). IMPORTANT - digital content and services exception: if you expressly request that performance begin immediately during the 14-day period and you acknowledge that you will lose your right of withdrawal once performance has started, the withdrawal right is waived for the portion performed. You will see this explicit consent at checkout; unchecking it preserves your 14-day right in full. Refund requests: email info@assaycore.pro with your invoice number; we process within 14 days via the original payment method through Paddle.

Chargebacks

If you believe a charge is unauthorised or incorrect, please email info@assaycore.pro before raising a chargeback with your card issuer - we resolve the vast majority of billing disputes within 5 business days. Chargebacks filed without prior contact may result in account suspension and recovery of chargeback fees charged to us by Paddle (typically $20-$25) in addition to the disputed amount where permitted by law.

Discovery session ($495)

Fully refundable within 7 days if our consultation document does not meet your stated objectives. Otherwise, the $495 credits 100% to any future engagement within 12 months.

LIMS Readiness Audit ($2,995)

Refundable within 48 hours of project kickoff if scope mismatch becomes evident. After audit delivery, no refund - but credit applies to follow-on engagement within 90 days.

Emergency Audit Sprint ($4,995)

Non-refundable due to fixed scheduling, but the full $4,995 credits toward Full Build engagement within 90 days.

Scoping PoC ($7,995)

Non-refundable due to deployment effort, but 100% credits to Full Build contract within 90 days. If scoping shows we cannot deliver your requirements, we issue full refund minus deployment costs (typically under $1,000).

Quickstart SKUs ($8,900-$12,900)

Non-refundable due to fixed-scope deployment, but 100% credits toward the corresponding Full Build module within 90 days. Delivery guarantee: 25% refund per week of delay beyond stated timeline (cap 100%).

Full Build ($19,900 - $129,900+)

30% deposit refundable until UAT begins (typically week 3). After UAT acceptance: payment milestones non-refundable. Customer retains all deployed artifacts and data. Delivery guarantee: 10% refund per week of delay beyond the contractual timeline (cap 50%).

Managed Subscription ($12,900 setup + per-user)

Setup fee $12,900 non-refundable (deposit). Subscription fees pro-rated for unused months in first year if terminated for documented service failure. After year 1: 90-day notice, no refund of paid period.

Cosmetic premium SKUs (CPNP / ISO 22716 / Stability)

Refundable per the underlying tier (Discovery / Audit / Build) on the same conditions above.

To request a refund or credit application: email info@assaycore.pro with your invoice number and reason. We respond within 5 working days.