Refund & Cancellation Policy

Last Updated: January 2026

At Ensueño Labs, we are committed to “Masterful Efficiency” and delivering high-performance digital architecture. Because our services involve customized technical labor, strategic consulting, and third-party integrations, we adhere to the following refund and cancellation standards, as outlined in our Master Service Agreement.

1. General Principles

Ensueño Labs provides professional services including software consultancy, web development (Headless Next.js, WordPress/Astra), and digital marketing Website Technical Profile]. As these services involve dedicated professional hours and proprietary methodologies, we generally do not offer refunds for work already performed or hours already invested.

2. Upfront Payments & Project Commencement

  • Retainer/Deposit: For all projects, work begins only after the required upfront payment (50% for projects over USD 3,500 or 100% for projects under USD 3,500) is received.
  • Non-Refundability: These upfront payments are non-refundable as they secure our team’s availability and cover initial research, planning, and architectural “Deep Work”.

3. Service Performance & Results

  • Disclaimer of Outcomes: While we warrant that services will be performed in a professional manner, we do not guarantee specific business results, such as sales numbers, ROI, or search engine rankings.
  • No Performance-Based Refunds: Refunds will not be issued based on the Client’s failure to achieve specific business outcomes, as these are subject to market variables beyond our control.

4. Third-Party Costs & Platform Failures

  • Pass-Through Costs: Any pre-approved third-party expenses (e.g., ad spend, software subscriptions, stock licenses, or platform fees) are non-refundable. These are separate from our service fees and are paid directly to external vendors.
  • Platform Liability: Ensueño Labs is not liable for outages, algorithm changes, or account suspensions on third-party platforms (such as Meta, Google, or LinkedIn) and will not issue refunds for such events.

5. Cancellation & Termination

  • Termination for Convenience: Either party may terminate a project with thirty (30) days’ written notice.
  • Final Billing: Upon termination, the Client remains responsible for all fees and expenses incurred up to the end of the 30-day notice period. Any work delivered during this time is final, and no refunds will be issued for completed milestones.

6. Currency & Transaction Fees

All invoices are issued in USD. The Client is responsible for all bank charges and currency conversion fees. Refunds, in the rare event they are granted for overpayments, will be processed in the original currency, and any transaction or conversion losses are the responsibility of the Client.

7. Contact Us

For any questions regarding billing or project termination, please contact our commercial team at [email protected].