Flujo Labs
AI Workflow Automation Services
Effective Date: 1/8/2025
Last Updated: 1/8/2025
1. DEFINITIONS
For the purposes of this Refund Policy (“Policy”), the following terms shall have the meanings set forth below:
1.1 “Company,” “we,” “us,” or “our” refers to Flujo Labs, a business entity operating under Malaysian law.
1.2 “Client,” “you,” or “your” refers to the individual or entity that has entered into a Service Agreement with Company.
1.3 “Services” refers to the AI workflow automation solutions, chatbot development, integration services, and related deliverables provided by Company as specified in the applicable Service Agreement.
1.4 “Service Agreement” refers to the contractual agreement between Company and Client for the provision of Services.
1.5 “Go-Live Date” refers to the date on which the Client begins using the delivered Services for actual business operations, as confirmed in writing by both parties.
1.6 “Deliverables” refers to the specific workflow automation systems, documentation, training materials, and other work products provided by Company under the Service Agreement.
1.7 “Technical Failure” refers to a material breach of the Services’ core functionality that renders the system substantially unusable for its intended business purpose.
1.8 “Third-Party Services” refers to external platforms, APIs, or services integrated into the solution, including but not limited to AI providers (OpenAI, Anthropic), messaging platforms (WhatsApp Business API), and other software services.
2. REFUND ELIGIBILITY AND CONDITIONS
2.1 General Refund Terms
Subject to the terms and conditions set forth herein, Company offers a partial refund equal to fifty percent (50%) of the total Service fees paid by Client, provided that:
(a) A valid refund request is submitted in accordance with Section 4 of this Policy;
(b) The refund request is made within fourteen (14) calendar days of the Go-Live Date;
(c) The grounds for refund fall within the Qualifying Conditions specified in Section 2.2; and
(d) Company has been afforded a reasonable opportunity to remedy any identified issues pursuant to Section 3.
2.2 Qualifying Conditions for Refund
Refunds shall be available solely under the following circumstances:
2.2.1 Material Technical Failure
The delivered Services suffer from Technical Failure that: (a) Substantially impairs the core functionality as specified in the Service Agreement; (b) Cannot be resolved through reasonable remedial efforts by Company; and (c) Renders the Services materially unsuitable for their intended business purpose.
2.2.2 Non-Delivery of Core Features
Company fails to deliver material features explicitly specified as “included” in the applicable service package, provided that: (a) Such features were clearly defined in the Service Agreement; (b) The absence of such features materially impacts the functionality of the Services; and (c) Company cannot provide a functionally equivalent alternative.
2.2.3 Unresolvable Critical System Issues
The Services contain defects that: (a) Prevent normal business operations; (b) Cannot be corrected within the remediation period specified in Section 3; and (c) Are not attributable to Third-Party Services, Client actions, or external factors beyond Company’s reasonable control.
2.3 Non-Qualifying Conditions
Notwithstanding any other provision herein, no refund shall be available under the following circumstances:
2.3.1 Client-Related Issues
(a) Client’s failure to provide timely access, credentials, or information reasonably required for Service delivery;
(b) Changes in Client’s requirements, specifications, or business needs after execution of the Service Agreement;
(c) Incompatibilities with Client’s systems that were not disclosed during the planning phase;
(d) Client’s inability or refusal to implement recommended configurations or follow provided documentation.
2.3.2 Third-Party Service Limitations
(a) Modifications, outages, or limitations imposed by Third-Party Services;
(b) Changes in Third-Party Service APIs, terms of service, or functionality;
(c) Performance variations in AI services or external platforms;
(d) Regulatory or policy changes affecting Third-Party Services.
2.3.3 Performance and Functionality
(a) Performance characteristics that were demonstrated and approved during pre-delivery testing;
(b) Normal variations in AI response quality or processing times;
(c) Issues related to internet connectivity, hardware, or infrastructure not provided by Company;
(d) Minor bugs or cosmetic issues that do not materially impair functionality.
2.3.4 Timeline and Delivery
(a) Project delays resulting from Client actions, late responses, or requirement changes;
(b) Delays due to Third-Party Service issues or external factors beyond Company’s control;
(c) Extensions agreed to in writing by both parties.
3. REMEDIATION OBLIGATIONS
3.1 Cure Period
Prior to processing any refund request, Company shall have the right, but not the obligation, to attempt remediation of any identified issues. The remediation period shall be:
(a) Three (3) to five (5) business days for standard issues;
(b) One (1) to two (2) business days for critical issues affecting core functionality;
(c) Same business day response for emergency situations during business hours (9:00 AM to 6:00 PM Malaysian Time, Monday through Friday, excluding Malaysian public holidays).
3.2 Remediation Standards
Remediation shall be deemed successful when: (a) The Services function substantially in accordance with the Service Agreement specifications;
(b) Core features operate as demonstrated during pre-delivery approval;
(c) The system is reasonably suitable for its intended business purpose.
3.3 Support Obligations
All service packages include three (3) months of technical support from the Go-Live Date, during which Company will provide: (a) Bug fixes and system maintenance;
(b) Minor adjustments and optimization;
(c) Technical troubleshooting and user assistance;
(d) Documentation and training support.
4. REFUND REQUEST PROCESS
4.1 Refund Request Requirements
All refund requests must: (a) Be submitted in writing to info@flujolab.com;
(b) Include the subject line “Refund Request – [Client Business Name]”;
(c) Provide detailed description of the qualifying condition;
(d) Document previous attempts to resolve issues through Company’s support channels;
(e) Be submitted within fourteen (14) calendar days of the Go-Live Date.
4.2 Review and Processing
Upon receipt of a valid refund request: (a) Company will acknowledge receipt within two (2) business days;
(b) Company may conduct a final remediation attempt pursuant to Section 3;
(c) If remediation is unsuccessful, Company will approve the refund within five (5) business days;
(d) Approved refunds will be processed within seven (7) business days of approval.
4.3 Refund Amounts
Approved refunds shall equal fifty percent (50%) of total Service fees paid:
- Starter Package (SGD 1,199): Refund amount SGD 600
- Business Package (SGD 1,499): Refund amount SGD 750
- Complete Package (SGD 1,899): Refund amount SGD 950
4.4 Refund Method
Refunds will be processed via the original payment method when feasible. Alternative arrangements may be made at Company’s discretion for technical or processing limitations.
5. POST-REFUND OBLIGATIONS
5.1 Service Termination
Upon processing of any refund: (a) All access to Company’s systems and Services will be immediately terminated;
(b) Company’s support obligations will cease;
(c) Any ongoing service commitments will be void.
5.2 Intellectual Property
(a) Company retains all rights, title, and interest in its proprietary methodologies, templates, and workflow designs;
(b) Client may retain documentation and materials specifically created for Client’s use;
(c) Client shall not reproduce, distribute, or commercialize Company’s intellectual property.
5.3 Data and Configuration
Client is responsible for: (a) Backing up any business data prior to service termination;
(b) Implementing alternative solutions to maintain business continuity;
(c) Securing any credentials or access information previously provided.
6. LIMITATIONS AND DISCLAIMERS
6.1 Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, COMPANY’S TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM OR RELATING TO THE SERVICES SHALL NOT EXCEED THE REFUND AMOUNT SPECIFIED IN SECTION 4.3, REGARDLESS OF THE FORM OF ACTION OR LEGAL THEORY.
6.2 Third-Party Service Disclaimer
COMPANY MAKES NO WARRANTIES OR REPRESENTATIONS REGARDING THIRD-PARTY SERVICES AND SHALL NOT BE LIABLE FOR ANY DISRUPTIONS, CHANGES, OR LIMITATIONS IMPOSED BY SUCH SERVICES.
6.3 Exclusive Remedy
THE REFUND PROVIDED UNDER THIS POLICY CONSTITUTES CLIENT’S SOLE AND EXCLUSIVE REMEDY FOR ANY BREACH OF THE SERVICE AGREEMENT OR DEFICIENCY IN THE SERVICES.
7. GENERAL PROVISIONS
7.1 Modification
This Policy may be modified by Company upon thirty (30) days’ written notice to existing Clients. Modifications shall not apply retroactively to Services already delivered.
7.2 Governing Law
This Policy shall be governed by and construed in accordance with the laws of Malaysia, without regard to conflict of law principles.
7.3 Dispute Resolution
Any disputes arising under this Policy shall be resolved through good faith negotiation. If such negotiation fails, disputes shall be subject to the dispute resolution mechanisms specified in the applicable Service Agreement.
7.4 Severability
If any provision of this Policy is deemed invalid or unenforceable, the remaining provisions shall remain in full force and effect.
7.5 Entire Agreement
This Policy, together with the applicable Service Agreement, constitutes the entire agreement between the parties regarding refunds and supersedes any prior understandings or agreements on this subject.
CONTACT INFORMATION
For questions regarding this Policy or to submit refund requests:
Email: info@flujolab.com
Business Hours: 9:00 AM – 6:00 PM Malaysian Time (Monday-Friday)
Response Time: Within 24 hours during business days
This Refund Policy is effective as of [Date] and applies to all Service Agreements executed on or after such date.
FLUJO LABS
Professional AI Workflow Automation Services
