Refund & Cancellation Policy

1. What this policy covers

This policy explains how cancellations, refunds and final invoices are handled for services purchased from Lios Technology Group LLC. It sits alongside your Statement of Work; where the two differ, the signed Statement of Work applies.

2. Monthly managed services

Managed agreements are invoiced monthly in advance.

• After the initial 30-day onboarding period, either party may cancel with 30 days written notice.
• The current month is not refunded, because engineers and licences are committed for it. Service continues in full to the end of the notice period.
• Where you have prepaid for months beyond the notice period, the unused whole months are refunded within 14 business days.
• Per-user charges reduce automatically from the following invoice when staff numbers fall; we do not require notice for that.

3. Fixed-price projects

• The initial 40% payment covers discovery, planning and scheduling. It becomes non-refundable once discovery work has begun, and is fully refundable if you cancel before that.
• If you cancel mid-project, you are invoiced for completed increments plus any third-party costs already committed on your behalf. Anything beyond that is refunded.
• Completed work, documentation and source code produced up to the cancellation point are delivered to you regardless.

4. Hourly and emergency work

Hourly work is billed for time actually spent, in 15-minute units, and is not refundable once performed. Scheduled on-site visits cancelled with less than 24 hours notice may be charged at a two-hour minimum.

5. Third-party licences and hardware

Software subscriptions and hardware purchased on your behalf follow the supplier's own terms. Microsoft annual subscriptions, for example, are generally non-cancellable mid-term. We tell you the cancellation terms before we place any order, and we never mark up licence costs.

Hardware may be returned only where the manufacturer accepts a return; restocking fees charged to us are passed through at cost.

6. If we get it wrong

If a deliverable does not meet the written acceptance criteria in the Statement of Work, tell us within 14 days. We will correct it at our own cost. If we cannot correct it within a reasonable period, you may reject that deliverable and we will refund the fees attributable to it.

If we miss a published response target for a P1 incident, the affected month's managed fee is credited at 10% per missed target, applied automatically to the next invoice.

7. How to request a cancellation or refund

1. Email support@lios.mtechmpl.com with the subject “Cancellation” or “Refund request”.
2. Include your company name, the service or invoice number, and the reason.
3. We acknowledge within one business day and confirm the outcome in writing within five business days.
4. Approved refunds are returned by the original payment method within 14 business days.

8. Billing disputes

Raise any disputed line item within 15 days of the invoice date. Undisputed amounts remain payable while we investigate. We aim to resolve billing disputes within ten business days, and the owner reviews any that remain open beyond that.

If anything in this document is unclear, write to support@lios.mtechmpl.com or call +1 (804) 289-2596 and a member of the team will explain it in plain language.