Refund & Cancellation Policy

Last Updated: January 1, 2026

1. Overview

At Meerkat AI Labs Pte Ltd (UEN: 202557572R), we strive to provide high-quality AI automation services that meet your business needs. This policy outlines the terms and conditions for refunds and cancellations of our services.

2. Setup Fee Policy

2.1 Non-Refundable After Work Commences

The setup fee (USD $1,000 - $4,000) covers:

• Initial consultation and business analysis
• Custom AI agent configuration
• WhatsApp Business API integration
• Training and optimization of AI models
• System setup and deployment

Once work has commenced on your project, the setup fee is non-refundable. This is because our team dedicates significant resources to custom configuration and development specific to your business requirements.

2.2 Pre-Commencement Cancellation

If you cancel before any work has started:

• Full refund of setup fee if cancelled within 48 hours of payment
• After 48 hours but before work commencement: 50% refund
• No refund once work has commenced

3. Monthly Service Fee Policy

3.1 Cancellation Notice Period

Notice can be sent via:

• Email to: enquiry@meerkatailabs.com
• Written letter to our registered address

3.2 Pro-Rated Refunds

Unused Service Credits:

• If you cancel mid-billing cycle, you will receive a pro-rated refund for unused service days
• Refunds are calculated on a daily basis
• Example: Cancel on day 15 of a 30-day billing cycle = 50% refund of monthly fee

3.3 Current Month Non-Refundable

The current month's service fee is non-refundable, as services have already been provided. Refunds apply only to future months or unused portions of the current billing period after the 30-day notice.

4. Trial Period and Money-Back Guarantee

4.1 14-Day Trial Period

We offer a 14-day trial period for monthly services:

• Applies to first-time customers only
• If not satisfied within the first 14 days, request a full refund of the monthly service fee
• Setup fee remains non-refundable (as work has been completed)
• Must provide specific feedback on service deficiencies

5. Refund Process and Timeline

5.1 How to Request a Refund

To request a refund:

1. Send an email to enquiry@meerkatailabs.com with subject line "Refund Request"
2. Include your account details and invoice number
3. State the reason for the refund request
4. Provide any relevant documentation

5.2 Refund Processing Time

Approved refunds will be processed as follows:

• Review Period: 5-7 business days to review your request
• Processing: Refunds issued within 14 business days of approval
• Payment Method: Refunded to original payment method
• Notification: You will receive email confirmation when refund is processed

6. Service Cancellation Procedure

6.1 Cancellation Steps

To cancel your services:

1. Provide 30 days written notice to enquiry@meerkatailabs.com
2. Receive cancellation confirmation from our team
3. Continue to have access to services during the notice period
4. Final invoice for any outstanding charges
5. Data export provided (if requested) before service termination
6. Service access discontinued at end of notice period

6.2 Data Retention After Cancellation

Upon cancellation:

• We will retain your data for 30 days to allow for service reactivation
• After 30 days, all data will be permanently deleted
• You can request immediate data deletion in writing
• We can provide a data export before deletion (upon request)

7. Dispute Resolution

7.1 Contact Within 7 Days

If you have any disputes regarding charges or services:

• Contact us within 7 days of the issue arising
• Provide detailed description of the dispute
• We will investigate and respond within 5 business days

7.2 Escalation Process

If the dispute is not resolved to your satisfaction:

1. Request escalation to senior management
2. Formal review within 10 business days
3. Mediation may be offered for complex disputes
4. Final decision provided in writing with detailed explanation

8. Exceptions and Special Circumstances

8.1 Service Failures

In cases of significant service disruption or failure on our part:

• We may offer partial refunds or service credits
• Determined on a case-by-case basis
• Subject to our assessment of the impact on your business

8.2 Force Majeure

No refunds will be provided for service interruptions caused by events beyond our reasonable control, including natural disasters, pandemics, or third-party service failures (e.g., WhatsApp API downtime).

9. Modifications to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. Existing customers will be notified of material changes via email.

10. Currency

All fees and refunds are processed in United States Dollars (USD). Exchange rate fluctuations are not grounds for refund requests.

11. Contact Information

For questions about this Refund & Cancellation Policy or to initiate a refund/cancellation:

Meerkat AI Labs Pte Ltd
UEN: 202557572R
133 New Bridge Road, #08-01, Chinatown Point
Singapore 059413
Email: enquiry@meerkatailabs.com
Phone: +65 9889 6318
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM SGT

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