Refund Policy

1

Overview and Commitment to Client Satisfaction

At Nexus Monterrosa LLC, we are committed to delivering exceptional value through our consulting services. We understand that engaging a consultancy represents a significant investment in your business's future, and we take that responsibility seriously. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

Our approach is built on transparency, clear communication, and mutual respect. Before any engagement begins, we work closely with our clients to establish clear expectations, defined deliverables, and measurable outcomes. This foundation helps ensure alignment and minimizes the likelihood of disputes.

Due to the nature of professional consulting services—which involve significant time, expertise, and intellectual resources—our refund policy differs from those of traditional product-based businesses. The custom, knowledge-intensive work we perform cannot be "returned" in the same way a physical product can. However, we are committed to fair treatment and have established the following policies to address situations where refunds may be appropriate.

2

Service Categories and Refund Eligibility

Our refund policy varies based on the type of service and the stage of engagement. The following table provides an overview of refund eligibility for our primary service categories:

Service Type	Refund Eligibility	Conditions
Discovery & Diagnostic Audits	Partial refund possible	Request within 7 days of engagement start, before data collection begins
Strategic Planning Engagements	Pro-rata refund for uncompleted phases	Written cancellation required; completed work is non-refundable
Process Architecture Design	Pro-rata refund for uncompleted deliverables	Based on percentage of work completed at cancellation
Retainer Services	Unused portion of current month	30-day written notice required for cancellation
Implementation Support	Pro-rata refund available	Calculated based on hours/days not yet utilized

Important: The specific refund terms for your engagement may be further defined in your Statement of Work (SOW) or Service Agreement. In case of any conflict between this general policy and your SOW, the terms of your SOW shall prevail.

3

Deposit and Advance Payment Policies

Most of our engagements require an advance payment or deposit to secure project scheduling and initiate work. Understanding how these payments are handled is essential:

Initial Deposits: Standard deposits range from 25% to 50% of the total engagement value, depending on project scope and duration. These deposits serve to:

• Reserve consultant time and resources for your project
• Cover initial research, preparation, and project setup activities
• Demonstrate mutual commitment to the engagement
• Enable us to decline other potential engagements to accommodate your timeline

Deposit Refundability: Deposits are generally refundable under the following conditions:

• Full Refund (100%): Cancellation received in writing within 72 hours of deposit payment and before any work has commenced.
• Partial Refund (75%): Cancellation received within 7 business days of deposit payment and before the Discovery phase begins.
• Partial Refund (50%): Cancellation received after 7 business days but before any deliverables have been provided.
• No Refund: Once work has substantively begun or deliverables have been provided, deposits are non-refundable but may be credited toward completed work.

4

Circumstances Qualifying for Refunds

We recognize that certain situations may warrant refund consideration. The following circumstances generally qualify for refund evaluation:

4.1 Service Non-Delivery

If Nexus Monterrosa LLC fails to deliver services or deliverables as specified in your SOW within agreed timeframes (accounting for any client-caused delays), you may be entitled to:

• A full refund for any undelivered services
• Pro-rated refund for significantly delayed deliverables
• Credit toward future services (at client's option)

4.2 Material Quality Deficiencies

If delivered work contains material deficiencies that substantially deviate from the agreed specifications, and we are unable to correct these deficiencies within a reasonable timeframe (typically 15 business days), you may request a refund for the deficient deliverables. Quality concerns must be documented in writing within 30 days of deliverable receipt.

4.3 Force Majeure Events

In cases where project completion becomes impossible due to circumstances beyond either party's control (natural disasters, pandemics, government actions, etc.), refunds will be calculated on a pro-rata basis for work not yet completed. Both parties will negotiate in good faith to determine a fair resolution.

4.4 Mutual Agreement

Refunds may also be issued when both parties mutually agree that discontinuing the engagement is in everyone's best interest. Such agreements will be documented in writing and specify the refund amount and any other relevant terms.

5

Circumstances Not Qualifying for Refunds

To maintain fairness and sustainability of our operations, certain circumstances do not qualify for refunds. Understanding these limitations helps set appropriate expectations:

• Completed Work: Services that have been fully performed and deliverables that have been accepted (or deemed accepted after the review period) are non-refundable.
• Client-Caused Delays: If project delays or complications arise from client actions (or inactions), such as failure to provide required information, resources, or approvals, refunds will not be issued for time spent waiting or rework caused by late client inputs.
• Change of Mind: Refunds are not available simply because you change your mind about the project direction, no longer need the services, or decide to pursue a different business strategy.
• Scope Changes: If you request scope changes that result in different deliverables than originally planned, you cannot subsequently claim a refund based on not receiving the original scope.
• Implementation Results: We provide recommendations and deliverables; implementation is your responsibility unless explicitly included in the SOW. Refunds are not available based on the results of your implementation of our recommendations.
• Business Outcomes: While we strive to deliver valuable insights, we cannot guarantee specific business outcomes. Refunds are not available because anticipated business results were not achieved.
• Third-Party Factors: Results affected by factors outside our control (market conditions, competitor actions, regulatory changes, etc.) do not constitute grounds for refunds.
• Personality Conflicts: Disagreements with consultant styles, communication preferences, or interpersonal dynamics do not qualify for refunds, though we will make reasonable efforts to accommodate preferences where possible.

6

Refund Request Procedures

To request a refund, please follow these procedures to ensure efficient processing of your request:

Step 1: Submit Written Request

All refund requests must be submitted in writing via email to support@nexusmonterrosa.com. Your request should include:

• Your name, company name, and contact information
• Project/engagement reference number (from your SOW or invoice)
• Detailed description of the reason for your refund request
• Relevant documentation supporting your request
• Amount of refund requested and calculation basis
• Any prior communications related to the issues cited

Step 2: Acknowledgment

We will acknowledge receipt of your refund request within two (2) business days. This acknowledgment does not constitute approval of your request.

Step 3: Review Process

Our team will review your request within ten (10) business days of receipt. During this period, we may:

• Request additional information or documentation
• Schedule a call to discuss the concerns
• Propose alternative resolutions (re-performance, credit, etc.)
• Consult project records and deliverables

Step 4: Decision Communication

We will communicate our decision in writing within fifteen (15) business days of receiving a complete refund request (including any additionally requested information). Our communication will include:

• Our decision (approval, partial approval, or denial)
• Reasoning for the decision
• If approved: refund amount and processing timeline
• If denied: explanation and any alternative options

Step 5: Refund Processing

Approved refunds will be processed within ten (10) business days of decision communication. Refunds will be issued using the same payment method as the original payment, unless otherwise agreed.

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Refund Calculation Methods

When refunds are approved, the amount is calculated based on the specific circumstances of the engagement. The following methods apply:

Fixed-Fee Engagements: Refunds for fixed-fee projects are calculated based on the percentage of work completed at the time of cancellation or the identification of qualifying circumstances. We maintain detailed time and progress records for this purpose.

Calculation Formula:

Time-and-Materials Engagements: For engagements billed on an hourly or daily basis, refunds apply only to unused pre-paid hours/days. Hours already worked are not refundable.

Retainer Engagements: Monthly retainer refunds are calculated on a pro-rata daily basis for the unused portion of the current period, less any administrative costs already incurred.

Non-Recoverable Costs: The following costs are typically non-recoverable and will be deducted from any refund:

• Third-party software, tools, or subscriptions purchased for the engagement
• Travel and accommodation expenses already incurred
• Subcontractor fees already paid
• Research materials or data purchases
• Administrative setup and onboarding costs

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Credit Options and Alternatives

In some cases, we may offer alternative resolutions that provide value while addressing your concerns:

Service Credit: Instead of a cash refund, you may opt to receive credit toward future services. Service credits are typically offered at 110-120% of the refund value, providing additional value for choosing this option.

Scope Adjustment: We may propose adjusting the remaining scope of work to better align with your needs, applying payments already made toward the revised engagement.

Deliverable Modification: If concerns relate to specific deliverables, we may offer to revise or supplement them at no additional cost rather than processing a refund.

Consultant Reassignment: If concerns relate to consultant fit, we may offer to reassign your project to a different consultant while maintaining your engagement.

Extended Timeline: For projects facing challenges, we may offer extended timelines with additional support at no extra charge to ensure successful delivery.

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Dispute Resolution for Refund Matters

If you disagree with our refund decision, the following escalation path is available:

Level 1 - Management Review: Request a review by senior management within ten (10) business days of receiving our initial decision. Management will review all documentation and provide a response within fifteen (15) business days.

Level 2 - Mediation: If the dispute remains unresolved after management review, either party may request non-binding mediation. Mediation costs will be shared equally, and both parties will participate in good faith to reach a resolution.

Level 3 - Legal Remedies: If mediation fails, disputes may be pursued through the legal process as specified in our Terms of Service, including jurisdiction in Sacramento County, California courts.

We strongly encourage resolution through direct communication and negotiation. Our goal is always to find a fair outcome that preserves the business relationship where possible.

10

Policy Modifications

Nexus Monterrosa LLC reserves the right to modify this Refund Policy at any time. Modifications will be effective upon posting to our website. However, any modifications will not apply retroactively to engagements already in progress—those will be governed by the policy in effect at the time of contract execution.

We encourage you to review this policy periodically. Significant changes will be communicated to active clients via email notification.