1. General Policy

Refund eligibility depends on the type of service or product purchased and any service-specific agreement (including proposals, order forms, statements of work, software license terms, or rental agreements).

If a signed agreement contains different refund terms, that signed agreement controls for that purchase.

2. Software and Digital Products

Initial Subscription Purchases: For first-time purchases of standard software subscriptions, you may request a refund within 14 calendar days of the initial purchase date if no conflicting written terms apply.

Renewals: Renewal charges are generally non-refundable unless required by law or otherwise stated in writing.

Digital Deliverables: Custom software development, implementation work, setup services, and delivered digital assets are non-refundable once work has started or deliverables have been provided.

3. Subscription Cancellations

You may cancel subscription services at any time. Cancellation takes effect at the end of your current billing period unless otherwise specified in your plan terms.

Unless required by law or expressly stated in writing, we do not provide partial-period or prorated refunds for unused subscription time.

4. Event Services and Professional Services

Deposits and reservation fees for event services are non-refundable unless otherwise stated in a signed agreement.

Fees for services already performed (including planning, design, labor, consulting, setup, programming, travel, and on-site time) are non-refundable. Any approved refund is limited to undelivered portions of services and subject to documented project costs incurred.

5. Equipment Rentals

Rental booking fees and deposits follow the cancellation terms in the applicable rental agreement. Charges for delivered equipment, reserved inventory windows, and used rental periods are non-refundable unless otherwise stated in writing.

You remain responsible for loss, damage, late returns, and related charges as defined in the rental terms.

6. Hardware Sales and Returns

If hardware sales are offered, return eligibility is subject to item condition, packaging, and return authorization requirements. Unless otherwise stated in writing, return requests must be submitted within 30 calendar days of delivery.

Returned items must be in original condition with all components. We may reduce refunds for missing items, damage, or excessive wear. Return shipping is customer responsibility unless the item arrived defective or incorrect.

7. Non-Refundable Items and Charges

The following items are non-refundable:

• Custom development, integration, and implementation work once started
• Services already delivered or performed
• One-time setup, onboarding, and expedited service fees
• Third-party pass-through costs and non-recoverable vendor charges
• Items marked final sale, clearance, or non-returnable

8. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect physical item, contact us within 7 calendar days of delivery with supporting photos and order details. If confirmed, we will offer replacement, repair, or refund at our discretion and in accordance with applicable law.

9. How to Request a Refund

To request a refund or cancellation review, contact us at support@dogfromthemoon.com with:

• Order number or invoice number
• Date of purchase and service/product name
• Reason for request and any relevant supporting details

We may request additional information to verify eligibility. Submission of a request does not guarantee approval.

10. Refund Processing Timeline

If approved, refunds are issued to the original payment method when possible. We typically process approved refunds within 5-10 business days, and financial institutions may require additional time to post funds.

11. Chargebacks and Payment Disputes

Before initiating a chargeback, please contact us so we can try to resolve the issue directly. Filing fraudulent or unsupported chargebacks may result in account suspension or collection actions where permitted by law.

12. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted with an updated "Last Updated" date. Your continued use of our services after updates become effective constitutes acceptance of the revised policy.

13. Contact Us

For refund questions or requests, contact:

• Email: support@dogfromthemoon.com
• Website: www.dogfromthemoon.com/contact