Refund & Cancellation Policy

We work in milestones, not in open-ended hours. Every project starts with a written scope and a fixed quote, and payment is split into two parts: 50% before work begins and 50% on delivery. All amounts are stated and charged in US dollars (USD).

Because our work is delivered as engineering effort rather than as a stock product, your refund rights depend on how far the engagement has progressed. The table below summarizes the position; the sections that follow set out the detail.

You may cancel a project at any time before we begin work on it. If you cancel after paying the upfront invoice but before any engineering time has been spent on your project, the upfront amount is refunded in full. There is no cancellation fee and no deduction for administrative work.

Work is considered to have begun once an engineer has started the diagnostic or build phase described in your written scope. Scoping conversations, the quote itself, and the initial review we carry out in order to price the project are provided at no charge and do not count as the start of work.

If you cancel after a milestone has started but before it has been delivered, we assess how much of that milestone was completed at the point of cancellation. The completed portion is retained, and the remainder of what you have paid for that milestone is refunded.

The assessment is based on the deliverables named in your scope document — for example the diagnostic report, the corrected source code, the deployment instructions, or the technical documentation — and on the engineering time already recorded against the project. We will send you a written breakdown of the assessment, including which deliverables were completed and the resulting refund figure, before we process anything. If you disagree with the breakdown, tell us and we will review it with you.

Any work product completed and paid for up to the point of cancellation is handed over to you in its current state, so that you keep what you have paid for.

Once a deliverable has been sent to you and accepted, it is not refundable. Acceptance means either that you have confirmed the delivery in writing, or that 7 calendar days have passed since delivery without you raising a defect covered by our support period.

Every delivery includes 14 days of support for defects in the work we supplied. During that window we correct faults in our own code at no additional cost. That support period is the remedy for problems in delivered work; it is not a trial period, and a change of plan, a change of budget, or a decision not to use the delivered system after acceptance does not create a refund entitlement.

Work that stops functioning because a third-party data source changes its structure, its terms, or its availability after delivery is a maintenance matter rather than a defect. We will quote separately for those changes, or cover them under a Monthly Maintenance Retainer if you hold one.

If we determine that we cannot deliver what was agreed — for technical reasons, because the source system turns out to be materially different from what the scope assumed, or because we no longer have the capacity to complete the project — we will tell you as soon as we know, and the amount you have paid for the undelivered portion is refunded in full.

Where partial work has genuine value to you, we will offer it along with the refund and let you decide whether to keep it. We will not charge you for an outcome we did not deliver, and we would rather return your money early than extend a project that is not going to work.

The Monthly Maintenance Retainer is billed at $400 USD per month and renews automatically until you cancel. You may cancel at any time, for any reason, and you do not need to give a notice period or a justification.

Cancellation takes effect at the end of the billing period that is already paid for. You keep monitoring, priority response, and your monthly status report until that date, and you are not billed again afterwards. Partial months are not refunded, because the monitoring and standby capacity for that period has already been reserved and provided.

If a renewal is charged after you have sent us a cancellation request in writing, that charge is refunded in full. To cancel, email billing@tensorway.net from the address associated with the account, or use the contact form.

Send a written request to billing@tensorway.net within 14 calendar days of the delivery or charge you are asking us to review. Please include:

• the project name or the retainer account the request relates to;
• the invoice number shown on the invoice or payment receipt;
• the reason for the request, with any relevant detail — for example which deliverable is affected, what you expected, and what you received.

We acknowledge every request within two business days. If we need more information to assess it, we will ask for it in the same thread. We will give you a written decision, with our reasoning and the refund amount where one applies, within five business days of receiving the complete request.

Approved refunds are returned to the original payment method used for the purchase. We issue the refund within five to ten business days of approving it. Once we have issued it, the time it takes to appear on your statement depends on your bank or card issuer and is outside our control; card networks commonly take a further five to ten business days.

Refunds are made in USD for the amount originally charged. We do not refund to a different account or payment method, and we cannot compensate for currency conversion differences or bank fees applied by your own institution.

If something has gone wrong, please contact us before opening a chargeback or payment dispute. Most issues are questions of scope, timing, or a misunderstanding about what was delivered, and they are usually resolved in a short exchange of emails — considerably faster than a dispute process, which typically takes several weeks.

Write to billing@tensorway.net and describe the problem. If we are at fault, we will say so and put it right under this policy. If a dispute is opened, we will respond to the payment processor with the scope document, delivery records, and correspondence for the engagement, and we will continue to work with you directly in parallel.

Questions about billing, cancellations, or refunds: billing@tensorway.net

General inquiries: info@tensorway.net

Tensorway LLC
1209 Mountain Road Pl NE Ste N, Albuquerque, NM 87110, United States

This policy is governed by the laws of the State of New Mexico, USA. Nothing in it limits any right you have under mandatory consumer legislation that applies to you.