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Refund eligibility shall be determined based on the applicable engagement model and the stage of project execution. The applicable administrative fee of up to 10% of the amount paid shall be deducted.
| Refund Type | Eligibility Criteria | Project Timeline (from Project Start Date) | Maximum Refund Considered ** |
|---|---|---|---|
| Full Refund | The Customer may cancel the engagement before Brickwork has assigned project resources or commenced any work. | 0–1 day | Up to 90% |
| Partial Refund | If work has commenced, any refund approved by Brickwork shall be determined on a pro-rata basis, considering the work completed up to the effective date of cancellation, together with any resource mobilization, onboarding, setup, licensing, or third-party costs already incurred. | 2–3 days | Up to 50% |
| 4–5 days | Up to 20% | ||
| No Refund |
No refund shall be applicable in any of the following circumstances:
|
More than 5 days | No Refund |
** Any refund shall be issued solely at Brickwork's discretion after evaluating the stage of project execution, effort incurred, committed resources, third-party expenses, and any contractual obligations. The refund percentages indicated above represent the maximum refund that may be considered and do not constitute an automatic entitlement.
If the Customer identifies a service quality issue or deficiency, Brickwork shall use commercially reasonable efforts to remedy the issue, including reworking deliverables, providing revisions, or assigning an alternative resource or Virtual Assistant ("VA").
Refunds or service credits will be considered only if Brickwork is unable to rectify the identified deficiencies within a reasonable period and the services materially fail to conform to the agreed scope of work or documented requirements.
At Brickwork's discretion, the Customer may be offered either:
Refund consideration may apply where:
For Fixed Bid engagements, refunds are assessed based on the percentage of work completed relative to the total project scope and value. Refunds apply only to unapproved and undelivered milestones and, where applicable, to funds remaining in escrow that have not yet been released.
| Project Completion Stage | Maximum Refund Eligibility ** |
|---|---|
| 0%–20% completed | Up to 80% |
| 21%–50% completed | Up to 50% |
| 51%–80% completed | Up to 20% |
| Above 80% completed | No Refund |
** The percentages above represent the maximum refund amount that may be considered and do not guarantee a refund.
Subscription-based engagements are non-refundable once services have commenced due to the ongoing allocation of expertise, resources, and associated operational costs, including any third-party expenses incurred.
Unused subscription hours are non-refundable.
Refunds shall not be available under any of the following circumstances:
All refund requests shall be reviewed and processed in accordance with the following:
If Brickwork fails to initiate the engagement or is unable to deliver the agreed services due solely to Brickwork's fault, and the issue cannot reasonably be rectified, Brickwork may consider a refund.
If a project remains inactive, suspended, or abandoned for more than thirty (30) calendar days due to Customer inaction, non-responsiveness, or failure to provide the required inputs, any deposits or prepaid amounts may be forfeited.
Erroneous or duplicate payments made by the Customer may be refunded, provided such claims are reported to Brickwork within seven (7) calendar days of the transaction date.
Brickwork's determination regarding refund eligibility, calculation, and resolution shall be final and binding, subject to any applicable laws and regulations governing consumer rights in the relevant jurisdiction.