Intuitive Design is a remote-first Managed Service Provider, software reseller, and custom web development firm. Because the services we deliver — cloud infrastructure, software licenses, and engineering hours — are consumed the moment they are provisioned or worked, our policy is structured to reflect that reality. This document explains clearly what is refundable, what is not, and what to expect if you need to cancel or transition away from our services.

We are straightforward about this upfront so there are no surprises. If something goes wrong on our end, we make it right — see the final section.

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1. Software & Cloud Services

We provision software licenses and cloud infrastructure through Pax8 and AWS on your behalf. Because these commitments are activated immediately with our upstream vendors, we are unable to offer refunds or mid-cycle credits on:

• SaaS & Software Licenses (e.g., GoTo Resolve, NordPass, Microsoft 365, Google Workspace) — Licenses are activated at the time of provisioning. Monthly and annual subscriptions renew automatically. Cancellations must be submitted in writing at least 30 days before the next renewal date. No partial-month refunds or credits are issued.
• Cloud Infrastructure (e.g., AWS EC2, S3, Route 53) — Billed in arrears for exact consumption during the prior billing cycle. All charges are final once the billing period closes.

If you are unsure about committing to an annual license, ask us — we will always tell you whether a monthly option is available before we provision anything.

2. Web Development Projects

Custom development work is broken into defined milestones. Each milestone is reviewed and approved by you before we move to the next phase. This structure protects both parties — you maintain visibility and control throughout the project, and we can work with confidence.

Milestone Approval Rule: Written approval of a milestone — whether by email, signed document, or project management platform — constitutes acceptance of the work completed in that phase. Payments allocated to approved milestones are non-refundable.

Project Deposits: Initial deposits secure your place in our schedule and cover discovery and planning work. Deposits are non-refundable regardless of when a project is cancelled.

Mid-Project Cancellation: If you choose to end a project before completion, you will be invoiced for all hours worked to the cancellation date at our standard rate. Any amount already paid that exceeds work completed will be refunded or applied as a credit toward future services — your choice.

3. Recurring IT Retainers & Consulting

Monthly retainers cover a reserved block of time, proactive maintenance, and priority access to our team. Because that capacity is committed monthly, retainer fees are non-refundable for the active billing period.

Cancellation Notice: To cancel or downgrade a retainer, written notice must be submitted at least 30 days before your next billing date. Your service continues through the end of the paid period.

Offboarding: We want every client departure to be smooth, even if the circumstances are difficult. That said, transition work — domain transfers, credential handoffs, data exports, documentation for an incoming team — falls outside your retainer scope and is billed at our standard hourly consulting rate. Offboarding work will not begin until all outstanding balances are paid in full. We will always provide you with access to assets you own (domains, accounts, repositories) regardless of billing status.

4. Hardware & Physical Equipment

Hardware we procure on your behalf — network equipment, servers, workstations — is ordered specifically for your project. We do not carry inventory. Because of this:

• Hardware orders cannot be cancelled once placed with the vendor.
• Delivered hardware that is unopened and in original packaging may be returned within 15 days, subject to any restocking fees imposed by our supplier (typically 15%). We pass those costs through at cost — we do not mark them up.
• Hardware that has been opened, configured, or installed is non-returnable.
• Software-activated hardware and licensing tokens are non-refundable once provisioned.

5. Remote Systems Administration Billing

Remote support is billed in 15-minute increments. This structure protects your time and ours — it prevents brief contacts from going untracked while giving us the flexibility to waive charges on genuinely quick issues.

• Initialization: The first 15-minute increment is authorized at the moment a support session begins — when contact is made and work is initiated.
• Grace Period: If a session concludes in under 15 minutes, the consultant may waive the initial increment at their discretion. This is applied on a case-by-case basis and is not guaranteed.
• Standard Billing: Once a session exceeds 15 minutes, the first increment is fully billable. All subsequent time is rounded up to the nearest 15-minute block.

Session Duration	Increments Billed	Notes
0 – 14 minutes	1 increment	May be waived at consultant's discretion
15 – 29 minutes	2 increments · $25.00	Fully billable
30 – 44 minutes	3 increments · $37.50	Fully billable
45 – 59 minutes	4 increments · $50.00	Fully billable

Specific rates are provided in your service agreement or proposal. Billing increments apply to all remote sessions unless a flat-rate agreement is in place for your account.

7. Our Commitment to You

This policy protects us against the costs of provisioned-but-abandoned services. It does not protect us from doing poor work — and it shouldn't.

If we make an error, miss a deliverable, or fall short of what was agreed, we will make it right. That may mean additional hours at no charge, a service credit, or a pro-rated refund depending on the situation. We will always discuss it with you directly and find a fair resolution — without you having to ask twice.

If you have a concern about work we've delivered, contact us within 14 days of delivery and we will address it.

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Questions

If you have questions about how this policy applies to your specific engagement, reach out before signing anything. We would rather talk it through upfront than have a misunderstanding later.

Intuitive Design LLC
Western Pennsylvania
tamer@in-design.com