Refund Policy — Sonoma System

Overview

Sonoma System offers a limited refund window on setup fees only, under specific conditions. This policy protects the significant time and infrastructure investment required to deploy AI agents for each store. Please read carefully before making any payment.

1. Setup Fee Refunds

The one-time setup fee covers agent configuration, Shopify integration, system prompt engineering, onboarding, and deployment. This work begins immediately upon receipt of payment and Client onboarding information.

Refund eligibility: a full refund is available if requested in writing within 7 days of payment, provided setup has not yet commenced. Once setup has commenced the fee is non-refundable. Setup is considered commenced upon our first written confirmation to the Client that work has begun, or within 48 hours of receiving complete onboarding information, whichever is earlier.

The 7-day refund window applies to the setup fee only, and only before work begins. Once your agents are being built, no refund is available on the setup fee under any circumstances.

2. Monthly Subscription Refunds

Monthly fees are non-refundable. No refunds for partial months. No refunds if a Client cancels mid-period.

Exception: if the platform experiences a verified outage of more than 48 consecutive hours caused solely by Sonoma System (not a third-party provider), we will issue a pro-rata credit applied to the next billing cycle.

3. What Is Not Refundable

Non-refundable under all circumstances:

Setup fees once setup has commenced
Monthly fees for any period already billed
Fees paid during periods where the Client failed to provide accurate onboarding information
Fees paid during periods where service was suspended due to Client non-payment or Terms of Service violation

4. How to Request a Refund

Submit your request in writing to marko@sonoma-system.com within the eligible window. Include your store name, payment date, and reason for the request. We respond within 3 business days. Approved refunds are processed within 10 business days via the original payment method.

5. Disputes

Please contact us before initiating any chargeback. Chargebacks without prior contact may result in immediate account suspension and will be contested. We resolve legitimate concerns directly and promptly.

Contact: marko@sonoma-system.com