MapleGrid provides professional IT services on a project and retainer basis. Because our engagements involve dedicated time from senior engineers, designers, and project leadership, the following refund policy applies in addition to any specific terms set out in your Master Services Agreement (MSA) or Statement of Work (SOW).
1. Discovery Sprints
Discovery sprints are short paid engagements scoped to produce written deliverables (such as scope documents, designs, or architecture recommendations). Discovery sprints are non-refundable once kickoff has occurred. If MapleGrid is unable to deliver the agreed discovery outputs, a prorated refund will be issued for any portion not delivered.
2. Fixed-Scope Engagements
Fixed-scope engagements are billed according to the milestone schedule defined in the SOW. Payments made for completed and accepted milestones are non-refundable. If the engagement is terminated mid-milestone, fees will be calculated based on the work performed to the date of termination, and any unused prepayment will be refunded within 30 days.
3. Retainer Engagements
Monthly retainer fees cover an agreed allocation of hours and services within the calendar month. Unused hours do not roll over and are not refundable. Either party may terminate a retainer engagement with 30 days' written notice; no further retainer fees will be charged after the notice period concludes.
4. Cancellation by Client
Clients may cancel an engagement at any time by providing written notice to sales@maplegr.com. Fees for work performed up to the date of cancellation remain payable. Any prepaid fees for work not yet performed will be refunded within 30 days.
5. Cancellation by MapleGrid
If MapleGrid is unable to continue an engagement, we will provide written notice and a transition plan. Any prepaid fees for work not delivered will be refunded within 30 days.
6. Disputes
If you believe an invoice or charge is incorrect, contact us within 14 days of the invoice date so we can review and resolve the matter promptly.
7. Contact
Refund and billing questions can be sent to sales@maplegr.com.