Refund Policy

Sarudo sells engineering hours, not a subscription. You buy a build, and after handover you buy support hours when you want work done. This Refund Policy covers both. Our build-fee guarantee is delivery-gated — tied to whether Sarudo completes a defined set of handover milestones, not to subjective satisfaction.

1. Build Fee Refund

We offer a delivery-gated money-back guarantee on the build fee for the fixed core — $1,600 USD, being 32 hours of engineering at $50 per hour, paid once. (That is an introductory price for the first 100 companies; the list price is $3,000.) Any capabilities added from the rate card are quoted separately in hours at $30 per hour and are covered by the same guarantee. The build runs from the start of work until handover; scope and schedule are agreed on the scoping call before work begins. If, at handover, Sarudo has not completed the milestones listed below, you may request a full refund of the build fee. Owning your instance requires no subscription, so nothing begins billing at handover unless you separately choose the optional Heartbeat plan.

Handover milestones. At handover, Sarudo must have:

1. Understood your business — ingested the materials you supply during onboarding and demonstrated working knowledge of your products, services, customers, and tone of voice.
2. Set up the dedicated email address — signed in to the dedicated mailbox you provision on your domain, sent and received successfully, and used it as the from-account for outbound mail.
3. Configured your Google Workspace tools — authenticated access to Gmail, Calendar, Drive, Docs, Sheets, and Slides under the dedicated account you provision, with the ability to create and modify assets on your behalf.
4. Integrated with your website — operational connection to your site for the agreed surface area (e.g. lead capture, content publishing, support intake, analytics read-out), per the integration plan agreed during onboarding.
5. Process automation (optional). If you purchased a process automation add-on, that automation being live and executing at least one end-to-end run is an additional milestone. If you did not purchase one, this milestone does not apply.

To qualify for a build fee refund:

• The refund request must be submitted within 30 calendar days of handover.
• You must have provided reasonable cooperation during onboarding and the build — supplying the requested knowledge base and business information, opening the server and third-party accounts in your own name, granting Sarudo the access it needs to work inside them, providing the dedicated email mailbox, domain/DNS access where needed, Google Workspace authorization, and website access — so that the milestones above could in fact be attempted.
• You must identify which of the applicable milestones you believe were not met, so we can verify and respond.

If Sarudo has completed all applicable milestones at handover, the build fee is non-refundable. Dissatisfaction with subjective elements (tone, style preferences, speed of work on tasks outside the milestone scope) is not, on its own, a basis for a build-fee refund — though we will work with you to address those concerns under a support block.

Upon approval of a build fee refund, Sarudo will hand over the credentials and written documentation for what was built and then remove its own access to your systems. Because the server and the third-party accounts are held in your name, you decide whether the system keeps running, is exported, or is shut down — Sarudo neither controls nor decommissions your infrastructure. Amounts already charged to your own accounts by third-party vendors are billed by those vendors, not by Sarudo, and are not refundable by us.

2. Support Hours

After handover, support is sold in blocks of 10 hours at $50 per hour — $500 per block, purchased when you want work done. Ownership carries no monthly fee, no retainer, no minimum term and nothing that auto-renews. The optional Heartbeat plan ($100 USD per month) is the sole recurring charge Sarudo offers; it is opt-in, and cancelling it does not affect your instance. Apart from Heartbeat there is no subscription to cancel and no billing cycle to prorate.

• Unused Hours Do Not Expire: Hours you have purchased and not used remain available to you indefinitely and can be spent at any time.
• Refund of Unused Hours: You may request a refund of any unused hours in a purchased block at $50 per hour, at any time and for any reason. Hours already worked and logged are not refundable.
• Hour Logging: We log hours as we spend them and will share the log on request. If you believe hours were logged in error, tell us within 30 days of the work and we will review the record and correct it if we agree.
• Billing Disputes: If you believe you have been incorrectly charged, please contact us within 30 days of the charge and we will investigate and resolve the issue promptly.

3. How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to hello@sarudo.com with the subject line "Refund Request."
2. Include your company name, the date of the original charge, and the type of refund you are requesting (build fee, unused support hours, or a billing dispute).
3. Provide a brief explanation of the reason for your refund request.
4. If you are requesting a build fee refund, indicate whether you would like credentials, a data export, and the written documentation handed over before Sarudo removes its access.

We will acknowledge your refund request within 2 business days and provide a decision within 7 business days.

4. Processing Time

Approved refunds are processed within 14 business days of approval. Refunds are issued to the original payment method used for the charge. Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.

If you have not received your refund after 14 business days, please contact us and we will assist in tracking the payment.

5. Exceptions

Refunds may be denied or limited in the following circumstances:

• Abuse of Service: If your use of the AI employee constituted a clear abuse of the platform or violated our Acceptable Use Policy.
• Non-Cooperation: If you did not reasonably cooperate during the onboarding and build process — including opening the required accounts and granting the access we asked for — making it impossible for us to deliver a properly configured AI employee.
• Repeated Refund Requests: If you have previously received a refund and re-engaged Sarudo, subsequent refund requests may be subject to additional review.
• Terms Violation: If your engagement was terminated due to a violation of our Terms of Service.

6. Contact

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us at:

• Email: hello@sarudo.com