Refund Policy

1. Service Satisfaction Guarantee

Kihylae offers a satisfaction guarantee on all our professional services. If you're not completely satisfied with the quality or delivery of our services, we will work with you to address your concerns and provide an appropriate resolution, which may include partial or full refunds at our discretion.

This guarantee applies to both one-time services and ongoing consultancy arrangements.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Service Quality Issues: Services that do not meet professional standards or agreed-upon specifications
• Service Cancellation: Services canceled before work has commenced
• Duplicate Payments: Accidental duplicate payments for the same service
• Service Availability: Services that we are unable to provide due to unforeseen circumstances
• Significant Delays: Substantial delays in service delivery beyond the agreed timeframe, where such delays are solely attributable to Kihylae

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

• 14 calendar days of service delivery for quality concerns or issues with delivered services
• 30 calendar days of payment for duplicate payment refund requests
• Before work commences for cancellation refunds

We strongly recommend that you review delivered services promptly to ensure timely reporting of any issues.

4. How to Request a Refund

5. Refund Processing

Approved refunds will be processed as follows:

• Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed.
• Refund processing time varies depending on your payment method:
  • Credit/Debit Card: 5-10 business days
  • Bank Transfer: 7-14 business days
  • Other payment methods: Processing times vary
• For partial refunds, the amount will be determined based on the extent of the issue and the services already delivered.

6. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Services that have been completely delivered and accepted by the client without reported issues within the specified timeframe
• Custom reports or valuations that have been prepared according to specifications provided by the client
• Consultancy services that have already been rendered
• Services canceled after work has commenced (partial refunds may be considered based on the amount of work completed)
• Administrative fees, where applicable

7. Cancellation Policy

Our cancellation policy for service engagements is as follows:

• Cancellation before work commences: Full refund minus any applicable administrative fees
• Cancellation after work has commenced but before completion:
  • Less than 25% completion: 75% refund
  • 25-50% completion: 50% refund
  • 50-75% completion: 25% refund
  • More than 75% completion: No refund
• For scheduled on-site property inspections:
  • Cancellation more than 48 hours before the appointment: Full refund
  • Cancellation 24-48 hours before the appointment: 50% refund
  • Cancellation less than 24 hours before the appointment or no-show: No refund

8. Service Level Agreements

For clients with formal Service Level Agreements (SLAs), the refund terms specified in those agreements will take precedence over this general Refund Policy. Please refer to your specific agreement for detailed refund provisions.

9. Dispute Resolution

If you disagree with our refund decision, we encourage you to contact our Customer Service team to discuss your concerns. If a resolution cannot be reached, disputes will be handled according to the dispute resolution process outlined in our Terms and Conditions.

10. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We will notify clients of significant changes via email if we have your contact information.

11. Contact Information

If you have any questions about this Refund Policy, please contact us at: