Nature of our services
Mytrion Systems provides professional consulting and advisory services. We do not sell physical goods or downloadable products. Our fees compensate the time, expertise, and analysis we invest in producing strategy documents, architecture designs, audit findings, and written policies. This policy should be read together with our Terms of Service and the specific Engagement Document that governs your engagement, which controls if there is any conflict.
Deposits & retainers
Most engagements begin with a deposit or an initial payment that reserves capacity in our schedule and funds the early, information-intensive phases of the work. Unless your Engagement Document states otherwise, deposits are applied against your total fees and are non-refundable once we have begun work, because the reserved time cannot be reassigned at short notice and the early phases consume real effort.
Fixed-scope projects
For fixed-scope projects, fees and milestones are defined in the Engagement Document. If you cancel a fixed-scope project after work has started, you remain responsible for fees corresponding to work performed and to any committed costs incurred up to the effective date of cancellation, including completed milestones and work in progress. Any amount you have prepaid beyond that is eligible for refund as described below.
Retainer engagements
Retainer engagements are billed in advance for a recurring period, typically monthly. Retainers reserve a defined block of advisory capacity. Unused capacity within a billing period does not roll over and is not refundable unless your Engagement Document provides otherwise. You may cancel a retainer for a future period by giving the notice specified in your Engagement Document.
Cancellation by you
You may cancel an engagement at any time by providing written notice to us. We ask for reasonable notice so that we can conclude work in an orderly way and hand over any interim materials. On cancellation, we will issue a final invoice for work performed and committed costs up to the effective date, and will credit or refund any prepaid amount that exceeds that final invoice, subject to the deposit terms above.
Cancellation by us
We may cancel or suspend an engagement on written notice if you materially breach the Terms of Service or an Engagement Document, if required information or access is not provided, if fees remain unpaid after notice, or if circumstances make it impractical or inappropriate for us to continue. Where we cancel for reasons not caused by your breach, we will refund prepaid amounts for work not yet performed.
When refunds apply
Refunds are available for prepaid fees that correspond to work we have not performed and capacity we have not reserved at the time of cancellation. If a billing or administrative error results in an overcharge, we will promptly refund the difference once verified. We aim to resolve genuine concerns about our service constructively and in good faith.
When refunds do not apply
Refunds are generally not available for work already performed, for time already reserved that cannot be reassigned, for completed milestones, for non-refundable deposits once work has begun, or for dissatisfaction with conclusions that were reached through sound professional analysis. A difference of opinion about a recommendation is not, by itself, a basis for a refund. Our deliverables are advisory; outcomes depend on decisions and factors outside our control, as explained in our Service Disclaimer.
How to request a refund
To request a refund, contact us in writing using the details below and include your engagement reference, the invoice or payment concerned, and a short explanation of the request. We may ask for additional information to review it fairly. We review each request on its merits and against the relevant Engagement Document.
Processing & timing
Approved refunds are issued to the original payment method where practical. Once approved, we initiate the refund promptly; the time for funds to appear depends on your payment provider or bank and is outside our control. We will confirm in writing when a refund has been issued.
Disputes
If you disagree with a fee or a refund decision, we encourage you to raise it with us first so we can try to resolve it directly. Most concerns are settled quickly through conversation. Any dispute that cannot be resolved informally is subject to the governing-law and dispute provisions of our Terms of Service.
Contact
To discuss a cancellation or refund, contact Mytrion Systems:
advisory@mytrionsystems.com
401 South Fourth Street, Louisville, KY 40202
+1 502 517 4683
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