Engagement & Refund Policy
Overview
Ruyi Flux is a consulting agency that delivers custom-built automations and software on a project basis. Because every engagement is bespoke, our refund policy reflects how consulting work is actually delivered: scope is fixed up front, work is billed by milestone, and refunds are governed by what has been earned or delivered at the point of termination.
How engagements are structured
- Intro call. Every engagement begins with a free 30-minute conversation to determine whether the project is a fit. No fee applies, and there is no commitment to proceed.
- Discovery. If both parties agree to proceed, we invoice a fixed $1,000 discovery fee before discovery work begins. At the end of discovery — typically one week — you receive a written proposal with deliverables, timeline, and a fixed implementation price.
- Implementation. If you accept the proposal, we invoice an initial deposit before implementation begins. Remaining fees are invoiced as we complete the milestones defined in the Statement of Work.
- Acceptance. Each milestone is reviewed and accepted in writing before the next milestone begins. The final milestone includes a fourteen (14) day acceptance period.
- Retainers. Monthly retainer engagements are invoiced in advance for the upcoming month and cover a defined scope of work.
Refunds
The following terms apply to refund requests:
Discovery fees
The fixed discovery fee of $1,000 is non-refundable once discovery work has begun, because the deliverable — a written scope, technical assessment, and proposal — is produced regardless of whether you choose to proceed to implementation. If you cancel before discovery work begins, the discovery fee is fully refundable.
Implementation milestones
- Before a milestone begins: if you cancel the engagement before work on a milestone has started, any amounts already invoiced for that milestone are fully refundable.
- During a milestone: if you cancel while a milestone is in progress, we invoice for work performed and expenses incurred through the cancellation date and refund the balance of any prepaid amount for that milestone.
- After milestone delivery: once a milestone has been delivered and accepted in writing, amounts paid for that milestone are non-refundable.
- During the final acceptance period: if the final delivery materially fails to meet the written scope and we are unable to remediate the issue within a reasonable period after written notice, you may request a refund of the non-delivered portion of the final milestone fee.
Retainer engagements
Monthly retainer fees are non-refundable for the current month once the month has begun. You may cancel a retainer with fourteen (14) days' written notice; cancellation takes effect at the end of the then-current monthly period.
Third-party costs
Some engagements include pass-through costs for third-party services (for example, platform subscriptions, infrastructure, or API usage) that are paid in your name or reimbursed to us. Third-party costs are non-refundable to the extent they have already been incurred.
How to request a refund
Email team@ruyiflux.com with your business name, the relevant Statement of Work or invoice, and a description of the issue. We acknowledge refund requests within two (2) business days and aim to resolve them within ten (10) business days. Approved refunds are issued via the original payment method.
Disputes
We aim to resolve any disagreement in good faith and through direct communication. If we cannot reach a resolution, the dispute-resolution and governing-law provisions in our Terms of Service apply.
Contact
For any question about this policy, write to team@ruyiflux.com.