Refund & Cancellation Policy

Normaly LLC

Effective Date: 01/08/2026

This policy applies to all services purchased from Normaly LLC, including audits, implementations, integrations, automations, and ongoing support services. By completing a purchase, the client acknowledges and agrees to the terms below.

1. Audits (NetSuite, Celigo, Systems Audits)

Before audit work begins
A 100% refund may be requested at any time before any of the following occur:

  • System access is granted to Normaly, or

  • Audit analysis, investigation, or review activities begin.

After audit work begins
A 100% refund may be requested within 7 calendar days of audit kickoff, provided that all of the following conditions are met:

  • No audit findings, summaries, recommendations, or reports have been delivered

  • No written or verbal analysis, documentation, or conclusions have been shared

  • No actionable guidance has been provided to the client

Once any audit findings, documentation, or recommendations are delivered—whether verbally, in writing, or through shared materials—the audit is considered fully rendered and is non-refundable.

Client approval is obtained prior to audit kickoff and constitutes authorization to begin services.

2. Module Setups (NetSuite Configuration & Implementation)

Before implementation begins
A 100% refund may be requested at any time before:

  • Configuration, setup, or enablement work begins, or

  • Any system changes are executed.

After implementation begins
Refunds are not available once any of the following occur:

  • Configuration, preferences, or system features are enabled or modified

  • Custom fields, workflows, scripts, or system objects are created

  • Setup documentation, configuration summaries, or deliverables are shared

Due to the irreversible and custom nature of system configuration work, services are considered rendered upon commencement of implementation activities.

Client approval is obtained prior to implementation start. Clients may request written notification when services transition to a non-refundable state.

3. Integrations & Automations

(NetSuite + Celigo, APIs, Scripts, Flows)

Before build work begins
A 100% refund may be requested at any time before:

  • Integration design, development, or build work begins, or

  • Automation logic is created or configured.

After build work begins
Refunds are not available once any of the following occur:

  • Integration flows, scripts, or automation logic are built, configured, or deployed

  • Testing, debugging, or validation activities begin

  • API credentials, tokens, or system connections are actively used

Because integration and automation services are custom-built and system-dependent, services are considered rendered upon execution of build activities.

Client approval is obtained prior to build commencement, with optional notification when services become non-refundable.

4. Important Notes (Applies to All Services)

  • Refund requests must be submitted in writing

  • Services that have been delivered, shared, accessed, or used are considered rendered

  • Refunds apply to services only and exclude third-party fees, licenses, subscriptions, or platform costs

  • Payment method (card, ACH, or buy-now-pay-later) does not alter refund eligibility

  • Normaly reserves the right to deny refunds where services have been materially performed with documented client approval

5. Authorization & Dispute Acknowledgment

By purchasing services, the client:

  • Authorizes Normaly to begin service delivery upon approval

  • Acknowledges that services are professional, custom, and non-resalable

  • Agrees that commencement of work constitutes partial or full-service delivery

This policy governs all refund requests, disputes, and chargeback claims.