Completed and cancelled services
- No refund is provided once a consulting or advisory service has been delivered or completed to the agreed scope.
- A cancellation before completion may qualify for a partial refund after deducting completed work and non-refundable costs.
- An advance cancelled before service commencement may be refundable after deducting preparatory or administrative work already performed.
Custom deliverables
For custom reports, research, decks, applications or other tailored deliverables, any approved refund is calculated according to the work completed before cancellation.
Non-refundable charges
Government fees, portal charges, administrative or processing fees, third-party costs and work already completed are non-refundable unless Epeno expressly confirms otherwise in writing.
Refund processing
Approved refunds are returned through the original payment method unless another method is agreed. The applicable processing timeline will be communicated after review and approval of the request.
Complaint window for refund requests
Any complaint or refund request must be raised in writing within 30 days from the date of payment, service confirmation or delivery of the relevant work, whichever is earlier. Refund requests received after 30 days will not be eligible for review, except where Epeno expressly agrees in writing due to exceptional circumstances.
Concerns and disputes
Please contact us first if you are dissatisfied with a service. We will review the concern against the agreed service scope. Unresolved disputes are handled under the Terms & Conditions and applicable law.