This policy applies to the following services offered by Rousora:

• Consulting Packages & Integration Projects
• Automation and AI Setup Services
• Subscription-Based Services & Retainers (including ongoing support/maintenance)
• Custom Development & Builds

• Before Project Kickoff: Clients may cancel with written notice up to 3 business days before the agreed project start date for a full refund, excluding non-refundable setup or administrative fees.
• After Project Kickoff: Cancellations made once a project has started will incur charges for any work already completed, plus applicable cancellation fees.
• Subscription or Retainer Services: Clients may cancel with 30 days’ written notice before the next billing cycle. Services will continue until the end of the current paid period.
• Immediate Termination by Rousora: We reserve the right to suspend or terminate services immediately in cases of breach of our Terms & Conditions or Acceptable Use Policy.

Refunds may be granted in the following cases:

• Service not delivered as agreed.
• Technical failure directly attributable to Rousora.
• Breach of service commitments under our Service Level Agreement (SLA).

Refunds will not be granted for:

• Work already completed (including consulting hours, integrations, or delivered milestones).
• Third-party licenses, tools, or subscriptions purchased on your behalf.
• Delays or failures caused by inaccurate, incomplete, or missing information provided by the client.
• Client-requested changes in scope or project direction.

• To request a refund, email us at billing@rousora.com or submit a ticket through our support portal.
• Refund requests must include: client name, project/service details, reason for request, and supporting documentation (if applicable).
• We aim to process refunds within 7–14 business days after approval.
• Refunds will be issued via the original payment method, unless otherwise agreed.

• For milestone-based projects, partial refunds may apply if only some phases were delivered.
• For subscription services, refunds will not be prorated unless Rousora fails to deliver as agreed.
• An administrative or cancellation fee of up to 10% may apply to cover processing costs.

• If you are not satisfied with the outcome of a refund request, you may escalate in writing to support@rousora.com.
• We aim to resolve refund disputes amicably within 30 days.
• If resolution is not reached, disputes will follow the process outlined in our Terms & Conditions under “Governing Law & Jurisdiction” (South Africa).

Any cancellation or refund request that involves personal data will be handled in compliance with POPIA (South Africa), GDPR (EU), and our Privacy Policy.

We may update this Refund & Cancellation Policy from time to time. The updated version will always be published on this page with the revised “Last Updated” date.

For refund or cancellation inquiries, contact us:

• billing@rousora.com