Refund Policy

1. Overview

This Refund Policy outlines the terms under which Scalem provides refunds for its consulting, strategy, and implementation services. Because our work is knowledge-based and delivered through time and expertise, refunds are evaluated on a case-by-case basis in accordance with the principles outlined herein.

2. Growth Assessment Package — Refund Terms

For one-time Growth Assessment engagements:

• Before work begins: A full refund of any deposit paid is available if cancellation is requested within 48 hours of signing the Service Agreement and before any discovery sessions or work has commenced.
• After discovery phase begins: If work has commenced, the deposit (typically 50%) is non-refundable to cover time and resources already invested.
• After full delivery: No refunds are available once the full Assessment Report and Roadmap have been delivered.

3. Monthly Retainer Engagements — Cancellation Terms

For Scale Partnership and Enterprise Growth Program engagements billed on a monthly basis:

• Cancellation notice: A minimum of 30 days written notice is required to cancel a monthly engagement. Notice must be sent to support@scalem.io.
• Current month fees: Fees for the current billing period are non-refundable regardless of cancellation timing within that period.
• Advance payments: Any fees paid in advance beyond the current billing period will be refunded on a pro-rata basis within 30 days of the cancellation effective date.
• Minimum commitment: Some engagement packages include a minimum commitment period as specified in the Service Agreement. Early termination of minimum commitment periods is subject to the early termination fees outlined in your agreement.

4. Annual Enterprise Agreements

Annual enterprise contracts are governed by the specific terms negotiated and executed in the Enterprise Service Agreement. Generally, annual agreements are non-refundable after the first 30 days unless Scalem has materially failed to perform agreed-upon services. Any exceptions are subject to mutual written agreement.

5. Service Performance Disputes

If you believe Scalem has failed to deliver services as outlined in your Service Agreement, you must notify us in writing within 14 days of the alleged failure. We will investigate the claim and work in good faith to resolve the issue through one or more of the following: additional work to fulfill deliverables, credit toward future services, or, where appropriate, a partial refund.

Dissatisfaction with business outcomes (e.g., actual growth or revenue results) does not constitute grounds for a refund, as results depend on client execution and external factors outside Scalem's control.

6. How to Request a Refund

To request a refund or discuss cancellation:

1. Email support@scalem.io with the subject line "Refund Request — [Your Company Name]"
2. Include your Service Agreement reference number and a description of the reason for your request
3. Our team will respond within 5 business days with a decision or request for further information
4. Approved refunds are processed within 14 business days via the original payment method

7. Non-Refundable Items

The following are non-refundable under any circumstances:

• Third-party software, tools, or platform costs incurred on your behalf
• Travel and accommodation expenses (where applicable)
• Fees for completed deliverables that have been reviewed and accepted
• Administrative fees

8. Contact