Refund Policy

1. General Refund Principles

NavNext PMO Solutions operates on a "pay for work done" model. Refunds are provided for:

• Advance payments for services not yet rendered
• Services that do not meet agreed quality standards
• Cancellations during the cooling-off period
• NavNext-initiated service termination

Non-refundable: Hours already worked and delivered, even if you're not satisfied with the outcome (quality issues subject to rework or replacement resource).

2. Refund Eligibility by Engagement Type

2.1 Hourly Engagements

• Before Work Starts: 100% refund of any advance payment within 48 hours
• After Work Begins: Refund of unworked hours only. Worked hours are non-refundable but can be disputed if quality concerns exist
• 14-Day Trial Period: New clients can request full refund within first 14 days, minus actual hours worked at standard rates

2.2 Fixed-Price Projects

• Before Project Kickoff: 80% refund of upfront payment (20% retained for initial scoping and resource allocation)
• 0-25% Completion: Refund of amount paid minus (work completed + 25% of remaining balance)
• 25-50% Completion: Refund of amount paid minus (work completed + 40% of remaining balance)
• 50-75% Completion: No refund, but client not obligated to pay remaining milestones if cancelling
• 75%+ Completion: No refund, remaining payments due as per contract

2.3 Monthly Retainer

• Unused Hours: Retainer hours are "use it or lose it" - no refund for unused hours in current month
• Advance Payments: If you paid for multiple months upfront, unused future months are refundable
• Mid-Month Cancellation: Pro-rated refund for unused portion of current month

3. Cooling-Off Period (New Clients Only)

14-Day Money-Back Guarantee

First-time clients with NavNext get a 14-day trial period to evaluate our services:

• If not satisfied within 14 days, request full refund
• Deduction only for actual hours worked at standard rates (not discounted rates)
• No questions asked, no justification required
• Process refund within 7 business days of request

Note: This applies only to your first engagement with NavNext. Returning clients are subject to standard refund terms.

4. Performance-Based Refunds

4.1 Quality Issues

If deliverables don't meet agreed quality standards:

1. First Step: Request rework or revision (at no additional cost)
2. Second Step: Request resource replacement if issues persist
3. Third Step: Request partial refund if above steps don't resolve issues

Refund calculated based on severity of quality gap and effort to remediate.

4.2 Missed Deadlines

If NavNext misses agreed deadlines due to our fault (not client delays or scope changes):

• 1-3 days late: 5% refund on that milestone/phase
• 4-7 days late: 10% refund
• 8-14 days late: 20% refund
• 15+ days late: Right to cancel with full refund of that phase

5. Refund Request Process

Step 1: Submit Written Request

Email info@projectmanagementandsolutions.com with:

• Subject: "Refund Request - [Your Company Name]"
• Invoice number(s) for which refund is requested
• Reason for refund request
• Amount requested
• Preferred refund method

Step 2: Review & Assessment

• Acknowledgment within 24 business hours
• Review of request against policy terms
• May request additional information or clarification
• Response provided within 5 business days

Step 3: Approval & Processing

If approved:

• Refund amount confirmation sent to you
• Processing initiated within 2 business days
• Funds returned via original payment method
• Timeline varies by payment method (see section 7)

Step 4: Refund Confirmation

• Email confirmation once refund processed
• Includes transaction reference number
• Updated invoice/receipt reflecting refund

6. Non-Refundable Items

The following are explicitly non-refundable:

• Hours Worked: Time already invested by our professionals (but can be disputed for quality)
• Setup Fees: Onboarding, system access, and initial scoping work
• Third-Party Costs: Licenses, subscriptions, or tools purchased specifically for your project
• Travel Expenses: Flights, hotels, or travel costs already incurred for on-site work
• Training Costs: If we provided specific training or certification for your project
• Knowledge Transfer: Time spent documenting and transferring knowledge during cancellation
• Discounts Received: If you received volume or long-term contract discounts, these are adjusted upon early termination

7. Refund Processing Timeline

By Payment Method

• Credit Card: 5-10 business days (reflects on your statement)
• Bank Transfer/ACH: 7-15 business days
• Wire Transfer: 3-5 business days
• PayPal: 1-3 business days
• Check: 10-15 business days (mail time included)

Note: These are NavNext processing times. Your bank may take additional time to credit your account.

8. Partial Refunds

In cases where full refund is not applicable, we may offer partial refunds:

• Proportional Refund: Based on percentage of work not completed
• Quality-Based Refund: Percentage refund corresponding to quality gap
• Goodwill Refund: Discretionary refund to maintain relationship even when not required by policy

All partial refunds require management approval.

9. Disputed Refunds

If your refund request is denied and you disagree:

1. Escalation: Request escalation to senior management within 10 days
2. Mediation: If unresolved, we'll engage neutral third-party mediator
3. Arbitration: Final recourse per our Terms & Conditions

We're committed to fair resolution and will work with you to find mutually acceptable solution.

10. Refund vs. Credit

In some cases, we may offer account credit instead of refund:

• Credit toward future services with NavNext
• Often higher value than cash refund (e.g., 120% credit vs. 100% cash)
• No expiration date on credits
• Transferable to other projects or resources

Choice between refund and credit is yours.

11. Force Majeure Refunds

If engagement is terminated due to force majeure events (natural disasters, pandemics, war, etc.):

• Full refund of advance payments for services not yet rendered
• No early termination charges apply
• Pro-rated refund for partial months/periods
• Refund processed within 30 days of force majeure declaration

12. Refund Limits

• Maximum Refund Amount: Cannot exceed total amount paid to NavNext for that specific engagement
• Time Limit: Refund requests must be submitted within 90 days of the invoice date in question
• One-Time Goodwill: Discretionary goodwill refunds limited to once per client relationship

13. Tax Implications

Clients are responsible for any tax implications of refunds. NavNext will provide refund documentation but does not provide tax advice. Consult your tax professional.

14. International Clients

For clients outside the United States:

• Refunds processed in USD
• Exchange rate at time of refund (not original payment) applies
• Client bears any currency conversion or international transfer fees
• Additional processing time may apply (10-20 business days)

15. Refund Abuse Prevention

NavNext reserves the right to deny refund requests that appear to be abusive or fraudulent, including:

• Pattern of repeated engagement and cancellation
• Request after receiving majority of deliverables
• Attempting to refund while continuing to use work product
• Violating terms of service during engagement