Service Agreement Policy

At Q22, we understand that business automation projects require flexibility and clear expectations. This policy outlines our approach to service delivery, payments, modifications, and client protections for AI automation projects.

1. Service Delivery Model

Our professional services are delivered through a structured approach:

• Discovery Phase: Detailed analysis and requirement gathering (non-refundable after completion)
• Design Phase: Solution architecture and project planning (50% refundable if project cancelled before development)
• Development Phase: Custom automation building and testing (refund available only for undelivered milestones)
• Deployment Phase: Implementation and training (non-refundable once systems are live)

Each phase has specific deliverables and acceptance criteria outlined in your Statement of Work (SOW).

2. Payment & Refund Terms

Our payment structure and refund policy:

• Milestone-Based Payments: Fees are tied to completed deliverables and milestones
• Discovery Call: Initial consultation fees are non-refundable after the session
• Pre-Development Phases: Partial refunds available if project is cancelled before development begins
• Custom Development: Refunds only available for unstarted or undelivered milestone work
• Third-Party Costs: External tool licenses and infrastructure costs are non-refundable

3. Project Modifications

Changes to project scope and requirements:

• Scope changes require written approval and updated SOW
• Additional features or complexity may result in timeline and cost adjustments
• Minor refinements within agreed parameters are included in project scope
• Major architectural changes may require project restructuring

4. Cancellation Policy

If you need to cancel or pause your automation project:

• Early Cancellation: Full refund of unused milestone payments, minus completed work and non-refundable costs
• Mid-Project Cancellation: Refund of remaining milestones not yet started, delivery of completed work
• Post-Deployment Cancellation: Support agreements can be terminated with 30 days notice
• Client-Side Delays: Project pause available for up to 90 days without penalty

5. Warranty & Support

Our commitment to solution quality and ongoing support:

• 90-Day Warranty: Free fixes for bugs or issues in delivered automation systems
• Documentation Guarantee: Comprehensive handover documentation and training included
• Performance Guarantee: Solutions must meet agreed performance criteria
• Ongoing Support: Optional maintenance and support agreements available

6. Special Circumstances

We provide additional flexibility for exceptional situations:

• Technical Impossibility: Full refund if agreed automation proves technically unfeasible
• Major Business Changes: Flexible rescheduling for significant organizational changes
• Third-Party Dependencies: Timeline adjustments for external system availability
• Force Majeure: Project suspension and rescheduling for extraordinary circumstances

7. Contact Us

To discuss project modifications, cancellations, or for questions about our service policies, please contact our project management team at info@q22.eu or through your dedicated project portal.

Last Updated: June 8, 2025