Billing, refunds and cancellation

Billing

Services are provided to business clients under a written agreement that defines scope, deliverables, timeline, and fees before any work begins. Nothing is billed that is not agreed in writing first.

Engagements consist of a one time implementation fee, payable at signature, and a recurring monthly fee for operating, hosting, monitoring, and supporting the delivered infrastructure. Recurring fees are charged monthly in advance for the month ahead. Some engagements include an additional performance component tied to measurable results, calculated only on results actually delivered and defined in that client's agreement.

All amounts are quoted and charged in US dollars. We accept card and bank transfer. Fees are quoted per engagement, since scope varies with the size and complexity of the operation.

Cancellation

Monthly service may be cancelled by either party with written notice sent to hperhq@gmail.com. Cancellation takes effect at the end of the current billing month.

Access to and support for delivered systems continues through the end of that paid period. On cancellation we provide the client a copy of their own business data held in systems we operate on their behalf.

Refunds

Recurring monthly fees are charged in advance for the month ahead and are not prorated once that month has begun.

Implementation fees are refundable in full if written notice is received before implementation work begins. Once work has commenced, refunds are assessed against the work completed to that point, and any balance is returned within ten business days of the assessment.

Performance components, where an engagement includes one, are calculated only on results actually delivered and are reversed where the underlying revenue is refunded or charged back.

Billing disputes

If a charge appears incorrect, contact us first at hperhq@gmail.com. We respond to billing enquiries within two business days and will correct any billing error we have made. We would always rather resolve a charge directly than through a dispute.

Precedence

These terms summarise the billing provisions set out in full in each client's written agreement. Where this page and a signed agreement differ, the signed agreement governs.