1. Introduction

This Refund Policy outlines the terms and conditions under which Ouro Intelligence ("we," "us," or "our") provides refunds for our AI automation services, including AI audits & assessments, workflow automation, AI agent building, implementation, and ongoing support & optimization.

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2. Service-Specific Refund Terms

2.1 AI Audits & Assessments

• Cancellation Prior to Commencement: Full refund minus a 10% administrative fee if cancelled at least 5 business days before the scheduled audit or assessment.

• Cancellation After Commencement: No refund for services already performed. For partially completed audits or assessments, you will be charged only for the work completed, and the remaining balance will be refunded.

• Deliverable Quality: If you believe the audit or assessment deliverables do not meet the agreed-upon specifications in the Statement of Work (SOW), you must notify us in writing within 10 business days of receiving the deliverables. We will review your concerns and, if valid, either revise the deliverables or issue a partial refund as appropriate.

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2.2 Workflow Automation & AI Agent Building

• Project Cancellation: If you cancel a workflow automation or AI agent building project:

  • Before development begins: 90% refund of any prepaid fees

  • During initial planning phase: 75% refund of any prepaid fees

  • During development phase: Refund for unused portion minus costs incurred to date

  • After completion of development: No refund

• Project Dissatisfaction: If the delivered solution does not function according to the specifications agreed upon in the SOW, you must report issues within 14 days of delivery. We will work to address these issues at no additional cost. If we cannot resolve the issues within a reasonable timeframe, you may be eligible for a partial refund determined on a case-by-case basis.

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2.3 Implementation Services

• Cancellation of Implementation: Refunds for implementation services will be provided based on the percentage of work completed:

  • 0-25% complete: 75% refund of implementation fees

  • 26-50% complete: 50% refund of implementation fees

  • 51-75% complete: 25% refund of implementation fees

  • 76-100% complete: No refund

• Implementation Rescheduling: Rescheduling with at least 5 business days' notice incurs no penalty. Rescheduling with less notice may incur a rescheduling fee of 10% of the implementation cost.

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2.4 Ongoing Support & Optimization

• Subscription Services: For ongoing support and optimization provided on a subscription basis:

  • Monthly subscriptions: No prorated refunds for partial months. Cancellations take effect at the end of the current billing cycle.

  • Annual subscriptions: Prorated refunds may be issued for the unused portion if cancelled after the first three months, minus a 15% early termination fee.

• Service Quality Issues: If support services fail to meet the response times or service levels specified in the SOW, you may be eligible for service credits or partial refunds as outlined in your service agreement.

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3. General Refund Conditions

3.1 Request Process

All refund requests must be submitted in writing to sales@ourointelligence.com and include:

• Your company name and contact information

• The service(s) for which you are requesting a refund

• The reason for the refund request

• Supporting documentation (if applicable)

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3.2 Review Timeline

We will acknowledge receipt of refund requests within 2 business days and provide a decision within 10 business days.

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3.3 Payment Method

Refunds will be issued using the original payment method when possible. If the original payment method is unavailable, we will work with you to arrange an alternative refund method.

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3.4 Non-Refundable Items

The following are not eligible for refunds:

• Administrative fees

• Services already fully performed

• Third-party costs already incurred on your behalf

• Custom development work that has been approved and delivered

• Services where deliverables have been accepted in writing

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4. Exceptional Circumstances

4.1 Material Changes to Services

If we make material changes to the scope or nature of our services that significantly reduce their value, and these changes are not due to your requests or actions, you may be entitled to a partial or full refund at our discretion.

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4.2 Force Majeure

If services cannot be delivered due to circumstances beyond our control (natural disasters, pandemics, etc.), we will work with you to reschedule services or provide appropriate credits. Refunds in these circumstances will be evaluated on a case-by-case basis.

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5. Dispute Resolution

If you disagree with a refund decision, you may escalate the matter to our management team by contacting ourointelligence@gmail.com. If the dispute cannot be resolved directly, it will be handled according to the dispute resolution process outlined in our Terms and Conditions.

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6. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will not apply retroactively to services already purchased.

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7. Contact Information

For questions about this Refund Policy or to request a refund, please contact us at:

Ouro Intelligence /  adam@ourointelligence.com / 613-858-8393

Effective Date: March 31st , 2025