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Refund Policy

Last updated: 30 May 2026

This Refund Policy applies to services provided by BUILDAI LIMITED ("BUILDAI", "we", "us" or "our"), a company incorporated in Hong Kong.

BUILDAI provides AI system design, AI agent implementation, workflow automation, system integration, digital products, subscriptions, and related technology consulting services for both business clients and individual consumers.

Because some services are customized and involve planning, analysis, configuration, development time, third-party tools, and professional work, refunds for customized services are handled differently from standard consumer product returns. At the same time, this policy is intended to be clear and fair for both business and consumer purchases.

1. Scope of This Policy

This policy applies to payments made to BUILDAI for:

If a signed service agreement, quotation, statement of work, or invoice provides specific refund or cancellation terms, those terms will apply in addition to this policy. If there is any conflict, the signed agreement or statement of work will prevail.

2. Business and Consumer Purchases

Some terms in this policy apply differently depending on whether you purchase as a business client or as an individual consumer.

Business clients typically purchase customized consulting, implementation, integration, or managed services. These services may require discovery, planning, setup, configuration, development, testing, project management, and third-party costs.

Consumer clients may purchase individual services, digital products, subscriptions, templates, courses, or other standardized offerings. For consumer purchases, BUILDAI will handle refund requests fairly and in accordance with applicable law.

Nothing in this policy affects any statutory rights that cannot be excluded or limited under applicable law.

3. Custom Service Nature

Most BUILDAI services are customized for each client. Once work has started, we may have already allocated professional time, conducted discovery, prepared technical designs, configured systems, created project materials, reserved development capacity, or incurred third-party costs.

For this reason, payments for completed work, work already performed, confirmed project milestones, setup fees, discovery fees, and third-party costs are generally non-refundable unless otherwise agreed in writing.

4. When Work Is Considered Started

For the purpose of this policy, work is considered to have started when any project-related activity has begun, including but not limited to:

5. Cancellation Before Work Starts

A client may request cancellation before work has started by contacting us in writing.

If no work has started and no third-party costs have been incurred, BUILDAI may issue a full or partial refund, less any payment processing fees, bank charges, currency conversion costs, or administrative costs that cannot be recovered.

6. Cancellation After Work Starts

If a client cancels after work has started, BUILDAI may charge for all work performed up to the cancellation date, including discovery, planning, design, consulting, development, configuration, testing, project management, and any agreed or committed third-party costs.

Any refund, if applicable, will be calculated based on the unused portion of prepaid fees after deducting:

Refunds are not calculated automatically on a time-apportioned basis. BUILDAI may assess any partial refund by reference to the project scope, work performed, milestones reached, resources allocated, third-party costs incurred, and the overall status of the project.

7. Consumer Service Purchases

For consumer service purchases, you may request cancellation and a refund before the service has started.

If the service has already started with your request, consent, booking, instruction, or use of the service, BUILDAI may deduct the value of work already performed, resources allocated, and non-recoverable third-party costs from any refund.

If a consumer service is not provided as described, materially defective, or cannot be provided due to reasons solely within BUILDAI's control, we may offer a suitable remedy, such as re-performance, correction, replacement, service credit, partial refund, or full refund, depending on the circumstances.

8. Digital Products, Online Access, and Downloadable Materials

Digital products may include templates, prompt packs, downloadable files, online courses, memberships, software access, AI tools, automations, documentation, or other digital materials.

Unless otherwise stated at the time of purchase, digital products and online access are generally non-refundable once they have been downloaded, accessed, delivered, made available, or used, except where required by applicable law or where the product is materially defective and cannot reasonably be corrected or replaced.

If you believe a digital product is defective or not as described, please contact us with details of the issue. BUILDAI may provide troubleshooting, replacement access, correction, service credit, or a refund where appropriate.

9. Subscriptions and Renewals

For subscription, membership, maintenance, hosting, monitoring, managed support, or recurring access services, you may cancel future renewal periods by following the cancellation method provided or by contacting BUILDAI in writing.

Cancellation will stop future renewals but will not normally refund fees already paid for the current billing period unless otherwise stated, agreed in writing, or required by applicable law.

If a subscription renews because you did not cancel before the renewal date, BUILDAI may, at its discretion, review refund requests made promptly after renewal, especially where there has been no meaningful use of the service after renewal.

10. Non-Refundable Items

Unless otherwise agreed in writing, the following items are generally non-refundable once incurred, performed, delivered, or made available:

This section does not limit any statutory rights that may apply to consumer purchases.

11. Deposits and Setup Fees

Unless expressly stated otherwise in writing, deposits, initial setup fees, discovery fees, and onboarding fees are non-refundable once work has started.

These fees cover initial consultation, business analysis, planning, technical assessment, resource allocation, system setup, and administrative preparation.

12. Milestone-Based Projects

For milestone-based projects, fees paid for completed milestones are non-refundable once the relevant milestone deliverables have been provided or made available to the client.

If a project is cancelled before completion, BUILDAI may invoice or retain fees for completed and partially completed milestones on a fair and reasonable basis.

13. Subscription, Maintenance, and Support Services

For recurring maintenance, managed support, hosting, monitoring, or subscription services, fees already paid for the current billing period are generally non-refundable unless otherwise agreed in writing.

Clients may cancel future renewal periods by giving written notice in accordance with the applicable service agreement or invoice terms. Cancellation will not normally affect fees already paid for the current period.

14. Change of Mind, Change of Business Priority, and Client Delay

For customized services, refunds are not provided solely because a client changes its mind, changes business priorities, no longer needs the service, decides not to proceed, or chooses another provider after work has started.

If a project is delayed because the client does not provide required information, materials, access, feedback, approval, payment, or cooperation within a reasonable time, BUILDAI may suspend the project and retain fees for work already performed, resources allocated, and third-party costs incurred.

If a client remains inactive or unresponsive for more than 30 calendar days after a written follow-up from BUILDAI, the project may be treated as paused or cancelled by the client. Any restart may be subject to a revised timeline, additional fees, or a new quotation.

15. Refunds Due to BUILDAI's Failure to Deliver

If BUILDAI is unable to provide a paid service due to reasons solely within our control, we may, at our discretion and where appropriate:

BUILDAI will not be responsible for failure or delay caused by incomplete client information, delayed client approvals, unavailable third-party systems, changes in project scope, client-side technical restrictions, force majeure events, or circumstances outside our reasonable control.

16. Third-Party Fees

Fees charged by third-party providers, including cloud platforms, AI model providers, software vendors, payment processors, domain providers, hosting providers, data providers, or API providers, are generally non-refundable once incurred.

If we pay third-party costs on behalf of a client, those costs may be deducted from any refund or invoiced separately.

17. Digital and Technical Deliverables

Because BUILDAI provides digital, technical, and professional service deliverables, a service may be considered delivered when the relevant output, access, configuration, document, workflow, automation, integration, prototype, report, or support result has been provided, made available, demonstrated, or otherwise substantially completed.

Once digital or technical deliverables have been provided or made available, the corresponding fees are generally non-refundable unless otherwise agreed in writing or required by applicable law.

18. How to Request a Refund

To request a refund, please contact us at:

Email: contact@buildai-limited.com

Please include:

We will review refund requests in good faith and may request additional information before making a decision.

19. Refund Processing Time

Approved refunds will normally be processed within 10 to 15 business days after approval. The time required for funds to appear in the client's account may depend on the bank, card issuer, payment processor, or payment method used.

Refunds will usually be made to the original payment method unless otherwise agreed or required. Delays caused by banks, card issuers, payment processors, payment networks, currency conversion, or compliance checks are outside BUILDAI's control.

20. Chargebacks and Disputes

Clients are encouraged to contact BUILDAI first before initiating a chargeback or payment dispute. We will make reasonable efforts to resolve billing concerns promptly and professionally.

If a chargeback or payment dispute is initiated, BUILDAI may suspend services, access, deliverables, or support until the matter is resolved.

Nothing in this policy affects any statutory rights that cannot be excluded or limited under applicable law.

21. Changes to This Policy

BUILDAI may update this Refund Policy from time to time. The updated version will be posted on our website with the revised "Last updated" date.