Because EMM2 LLC provides highly customized software engineering services, our refund terms are structured around milestone-based delivery rather than a fixed-product return policy.
Custom Platform Engagements
- Deposits: Once an initial deposit is paid and design or discovery work has begun, the deposit is non-refundable, as it covers the immediate allocation of engineering time and planning.
- Milestone payments: Payments tied to a completed and accepted milestone are non-refundable. If a milestone is not delivered as scoped, we will remediate the specific deficiency at no additional cost before the payment is considered final.
- Mid-project cancellation: If a client terminates a project before completion, no further milestone payments are owed, and the client receives all code and assets completed through the date of cancellation.
Support & Retainer Services
Ongoing support and maintenance retainers may be cancelled at any time with 30 days' written notice. Clients are billed for the final 30-day period, but no refunds are issued for prior periods of service already rendered.
Billing Errors and Disputes
If you believe an invoice contains an error, or that delivered work materially fails to meet the specifications in your Statement of Work, contact our support team immediately at the details below. We will investigate and, where warranted, issue a corrected invoice or a partial credit at our discretion.
How to Submit a Dispute
Send a written description of the issue, along with the relevant invoice number or Statement of Work reference, to the contact information below. We aim to acknowledge all billing disputes within two business days.
Contact Information
EMM2 LLC — Billing Department
support@emm2llc.us
+1 (407) 555-0176