Refund Policy

1. Overview and Scope

This Refund Policy ("Policy") governs all refund requests related to the strategy consulting and advisory services provided by Veltraxis Advisory ("Company," "we," "us," or "our"), located at 2120 High Wickham Place, Louisville, KY 40245. This Policy applies to all clients, whether individuals or business entities, who have engaged Veltraxis Advisory for any of our service offerings, including but not limited to business process analysis, efficiency recommendations, workflow optimization, and scaling readiness assessments.

Veltraxis Advisory provides professional advisory services that involve the application of specialized knowledge, analytical frameworks, and strategic expertise. Given the nature of our services — which involve significant investment of intellectual capital, time, and resources from the commencement of each engagement — our refund policy is designed to be fair and transparent to both our clients and our organization.

By engaging Veltraxis Advisory's services, you acknowledge that you have read, understood, and agree to the terms and conditions set forth in this Refund Policy. This Policy should be read in conjunction with our Terms of Service, which govern the overall terms of your engagement with Veltraxis Advisory. In the event of any conflict between this Policy and the specific terms outlined in a Statement of Work (SOW) or engagement letter, the provisions of the SOW or engagement letter shall prevail.

2. Nature of Services

It is important for clients to understand the nature of the services provided by Veltraxis Advisory when considering our refund policy:

• Veltraxis Advisory provides strategy consulting and advisory services. These services involve the analysis of business processes, the evaluation of operational efficiency, the identification of optimization opportunities, and the development of strategic recommendations.
• Our services are customized and tailored to each client's specific needs, circumstances, and objectives. Each engagement involves research, analysis, and the development of deliverables that are unique to the client's situation.
• Our deliverables consist of intellectual work products, including reports, analyses, recommendations, frameworks, and strategic blueprints. These work products are produced through the application of our consultants' expertise, time, and effort.
• The value of our services lies in the quality and depth of our analysis and recommendations. Veltraxis Advisory does not guarantee specific business outcomes, as the implementation and results of our recommendations depend on numerous factors beyond our control, including market conditions, organizational readiness, management decisions, and execution quality.
• Our services begin immediately upon the execution of a Statement of Work or engagement letter, as our consultants commence planning, research, and preliminary analysis activities from the outset of each engagement.

3. Pre-Engagement Period

3.1 Full Refund Before Engagement Commencement

If you have made a payment toward an engagement that has not yet commenced — meaning that no work has been initiated, no consultants have been assigned, and no research or analysis activities have begun — you may request a full refund of any amounts paid. To qualify for a full refund under this provision, the refund request must be submitted in writing before the agreed-upon start date of the engagement as specified in the SOW or engagement letter.

3.2 Cancellation Before Engagement

If you wish to cancel an engagement before it has commenced, please notify us in writing at least ten (10) business days before the scheduled start date. Cancellations received with adequate notice will be processed for a full refund within fifteen (15) business days. Cancellations received less than ten (10) business days before the scheduled start date may be subject to a cancellation fee of up to fifteen percent (15%) of the total engagement fee to cover administrative costs, scheduling adjustments, and opportunity costs incurred by Veltraxis Advisory.

4. Active Engagement Period

4.1 General Policy

Once an engagement has commenced — meaning that consultants have been assigned, research or analysis activities have begun, or any deliverables have been provided — refunds are generally not available for services already rendered. This is because our services involve the immediate commitment of intellectual resources, and the work performed cannot be "returned" in the same way that physical goods can.

4.2 Partial Refund for Unused Services

If you wish to terminate an engagement before all agreed-upon services have been delivered, you may be eligible for a partial refund for the portion of services that have not yet been performed. The refund amount will be calculated based on the following methodology:

• The total engagement fee will be prorated based on the percentage of work completed as of the date of the termination request.
• Veltraxis Advisory will provide a detailed accounting of work performed, including hours expended, milestones achieved, and deliverables produced up to the date of termination.
• Any partial refund will be reduced by (a) the value of all deliverables already provided to the client, (b) reasonable expenses incurred by Veltraxis Advisory in connection with the engagement, and (c) an early termination fee of ten percent (10%) of the remaining engagement fee to cover the costs of consultant reassignment, scheduling disruption, and administrative processing.

4.3 Milestone-Based Engagements

For engagements structured around defined milestones, the following provisions apply: (a) Payments for completed milestones are non-refundable, as the work associated with those milestones has been fully performed and delivered. (b) Payments for milestones that have not yet commenced are eligible for a full refund, provided that the termination request is received before work on that milestone begins. (c) Payments for milestones currently in progress may be partially refundable based on the percentage of work completed within that milestone.

5. Post-Delivery Period

5.1 Completed Engagements

Services that have been fully delivered — meaning that all agreed-upon deliverables have been provided to the client and the engagement has been concluded — are not eligible for refunds. The delivery of final deliverables constitutes the completion of our contractual obligations under the applicable SOW or engagement letter.

5.2 Dissatisfaction with Results

While Veltraxis Advisory strives for the highest quality in all our deliverables, dissatisfaction with business outcomes resulting from the implementation of our recommendations does not constitute grounds for a refund. As stated in our Terms of Service, we provide advisory services and recommendations; we do not guarantee specific business results. The implementation of our recommendations and the outcomes thereof are the sole responsibility of the client.

5.3 Quality Concerns

If you believe that the quality of our deliverables does not meet the standards specified in the applicable SOW or engagement letter, we encourage you to raise your concerns with us promptly. Veltraxis Advisory is committed to client satisfaction and will work diligently to address legitimate quality concerns, which may include revising deliverables, providing additional analysis, or offering supplementary consulting sessions at no additional cost. However, quality remediation is distinct from a refund, and the availability of remediation measures does not create a right to a refund.

6. Exceptional Circumstances

Veltraxis Advisory recognizes that exceptional circumstances may arise that warrant special consideration of refund requests. The following situations may be considered for refund on a case-by-case basis:

6.1 Material Breach by Veltraxis Advisory

If Veltraxis Advisory materially breaches its obligations under the applicable SOW or engagement letter — for example, by failing to assign qualified consultants, missing agreed-upon deadlines without reasonable justification, or delivering work that is fundamentally inconsistent with the scope of the engagement — the client may be entitled to a proportional refund for the affected portion of the engagement. The determination of a material breach and the appropriate refund amount will be assessed based on the specific circumstances and the terms of the applicable SOW.

6.2 Force Majeure Events

If a force majeure event prevents the completion of an engagement and the parties are unable to agree on an alternative timeline or arrangement, refunds for the uncompleted portion of the engagement will be considered. Force majeure events include natural disasters, pandemics, government-imposed restrictions, war, civil unrest, and other events beyond the reasonable control of either party.

6.3 Mutual Agreement

Veltraxis Advisory and the client may mutually agree to a full or partial refund under circumstances not specifically addressed in this Policy. Such agreements must be documented in writing and signed by authorized representatives of both parties.

7. Refund Request Procedure

To submit a refund request, please follow the procedure outlined below:

7.1 Submit a Written Request

All refund requests must be submitted in writing to Veltraxis Advisory. Your request should include the following information: (a) your full name and company name; (b) the engagement reference number or SOW number; (c) the date of the engagement and the date of the refund request; (d) the specific amount you are requesting to be refunded; (e) a detailed explanation of the grounds for your refund request, including any supporting documentation; and (f) your preferred method of receiving the refund.

7.2 Review Process

Upon receipt of your refund request, Veltraxis Advisory will: (a) acknowledge receipt of your request within three (3) business days; (b) conduct an internal review of your request, which may include consultation with the consultants involved in your engagement and review of project documentation; (c) request additional information from you if necessary to evaluate your request; and (d) provide you with a written determination within fifteen (15) business days of receiving your complete request (including any additional information requested).

7.3 Determination

Our written determination will include: (a) whether your refund request has been approved, partially approved, or denied; (b) the amount of any approved refund; (c) a detailed explanation of the basis for our determination; and (d) if approved, the expected timeline for processing the refund.

7.4 Processing

Approved refunds will be processed within fifteen (15) business days of the determination date. Refunds will be issued using the same method of payment originally used for the transaction, unless otherwise agreed upon in writing. If the original payment method is no longer available, we will work with you to identify an appropriate alternative method.

8. Non-Refundable Items

The following items and charges are non-refundable under all circumstances:

• Administrative fees and processing charges associated with the initiation of an engagement.
• Travel expenses, accommodation costs, and other out-of-pocket expenses incurred by Veltraxis Advisory consultants in connection with the engagement, provided that such expenses were authorized in the applicable SOW or engagement letter.
• Third-party costs and licensing fees incurred by Veltraxis Advisory on behalf of the client, such as data acquisition costs, software licenses, and subcontractor fees.
• Custom research, data analysis, and other work products that have been delivered to the client, regardless of whether the client has reviewed or utilized them.
• Services that have been performed in accordance with the applicable SOW, even if the client has not reviewed or provided feedback on the deliverables within the agreed-upon review period.
• Fees for emergency or expedited services that were requested by the client and performed by Veltraxis Advisory.

9. Dispute Resolution

If you are dissatisfied with the determination of your refund request, you may request a secondary review by a senior member of Veltraxis Advisory's management team who was not involved in the initial determination. The secondary review will be conducted within ten (10) business days of your request and will constitute the final internal review of your refund request.

If you remain dissatisfied after the secondary review, the dispute shall be resolved in accordance with the dispute resolution provisions set forth in our Terms of Service, which provide for mediation followed by binding arbitration in Louisville, Kentucky.

10. Amendments to This Policy

Veltraxis Advisory reserves the right to amend this Refund Policy at any time. Amendments will be effective upon posting the updated Policy on our website with a revised "Last Updated" date. The Refund Policy in effect at the time of your engagement will govern refund requests related to that engagement. Material changes to this Policy will be communicated to active clients through reasonable means.

11. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the Commonwealth of Kentucky, United States of America, without regard to its conflict of laws provisions. Any legal action or proceeding arising under this Policy shall be brought exclusively in the federal or state courts located in Jefferson County, Kentucky.