Refund Policy
Last updated: September 3, 2026
1. Consulting and engineering blueprints
If you decide to build with us, the cost of your Solution Plan is credited 100% against the project. The credit must be claimed within 60 days of plan delivery, and is limited to one credit per engagement. If you decide not to proceed, the plan cost is non-refundable — the engineering work has been delivered in full.
2. Custom projects and milestones
Milestone payments are refundable until the milestone deliverable is accepted in writing. Once you accept a milestone, it is final and triggers the invoice for the following milestone. Accepted deliverables are non-refundable.
3. Product design and retainers
Design retainers are billed monthly in advance and can be cancelled with 15 calendar days' notice before the next billing cycle. Hours included in a monthly retainer are consumed within that cycle — unused hours are not carried over or refunded. Fixed-price design projects follow the milestone rules in section 2.
4. Platform subscriptions
SaaS subscriptions (CoreVisor, FitInfra and related products) can be cancelled anytime, with effect at the end of the current billing period; unused days are not prorated or refunded. Product-level 30-day guarantees and their conditions are published on corevisor.io and fitinfra.io.
5. On-premise licenses
On-premise licenses are non-refundable once the deployment has been provisioned. Cancellation terms for on-premise engagements are those set out in the applicable service order.
6. Hardware
Devices that arrive dead-on-arrival are replaced at no cost within 15 days of delivery. Custom-built hardware is governed by the milestone acceptance rules in section 2. Installed or commissioned hardware is covered by its warranty, not by refund.
7. Exclusions
Refunds do not apply to scope changes requested after a milestone is accepted, delays or rework caused by missing client infrastructure (power, connectivity, access), force majeure events, or suspensions caused by third parties. Product-level guarantees are additionally subject to the conditions and exclusions published in the respective product policy.
8. How to request a refund
Email hello@sensando.io with your order or invoice reference and the reason for the request. We respond within 5 business days. Approved refunds are issued in 5–10 business days to the original payment method. Refunds are limited to one per legal entity or owner, per product or engagement.
9. Governing law and contact
This policy is governed by the laws of Mexico, with jurisdiction in the courts of Mérida, Yucatán, and is subject to the provisions of the Federal Consumer Protection Law. Questions about this policy can be sent to hello@sensando.io.