This Refund & Cancellation Policy explains how deposits, fees, cancellations, and refunds work for engagements with Health Partners International LLC ("HPI," "we," "us"). It supplements our Terms of Service and Payments & Stripe terms. Where a signed order form or statement of work ("SOW") says something different, the SOW controls for that engagement.
1. Overview
We sell professional engineering and advisory services priced per project, not subscriptions or physical goods. Because work begins as soon as an engagement starts, fees are generally earned when the corresponding work is performed. This policy describes when amounts are refundable and how to request a refund.
2. Deposits
Many engagements begin with a deposit or initial milestone payment that reserves our team's time and funds early work. Deposits are applied to your total fees. A deposit is refundable only to the extent work has not yet been performed at the time a cancellation request is received; the portion covering work already done, and any non-recoverable third-party costs we have incurred on your behalf, is non-refundable.
3. Project & service fees
Fees are set in the applicable SOW or order form and are typically billed by milestone or on the schedule stated there. Amounts invoiced for work that has been delivered or is in progress are non-refundable. Prepaid amounts for work not yet started may be refundable as described in section 6.
4. Cancellation by you
You may cancel an engagement at any time with written notice to billing@hpiplatform.com. On cancellation, you remain responsible for fees and expenses for all work performed and commitments made through the effective date of cancellation. We will issue a final invoice or, where you have prepaid beyond the work performed, refund the unearned balance.
5. Cancellation by us
We may pause or end an engagement if invoices go unpaid after notice, if we cannot obtain the access or information needed to proceed, or for a material breach that remains uncured as described in our Terms of Service. If we end an engagement other than for your breach or non-payment, we will refund any prepaid amounts for work not yet performed.
6. Refund eligibility
- Refundable: prepaid amounts allocable to work not yet started at the time we receive your cancellation, less any non-recoverable third-party costs already committed.
- Non-refundable: fees for work already delivered or in progress, deposits to the extent earned, and pass-through costs (e.g., third-party services, hardware, filing or testing fees) that we cannot recover.
- Errors: if you believe you were charged in error or twice, contact us within thirty (30) days and we will review and correct it promptly.
7. How to request a refund
Email billing@hpiplatform.com with your name, the project or invoice number, the charge date and amount, and the reason for the request. We may ask for information to verify the payment. We review every request in good faith.
8. Processing & timing
Approved refunds are issued to the original payment method through Stripe. Once we initiate a refund, it typically appears on your statement within five to ten (5–10) business days, depending on your bank or card issuer. Stripe processing fees on the original charge may not be returned to us and, where permitted, may be excluded from the refunded amount.
9. Chargebacks
If you have a billing concern, please contact us first — most issues are resolved quickly. Initiating a chargeback or payment dispute without first contacting us may delay resolution and may result in suspension of services. We reserve the right to contest disputes we believe are invalid and to recover associated fees.
10. Contact
For billing, cancellation, or refund questions, contact billing@hpiplatform.com. Our mailing address is 11301 W Olympic Blvd, Los Angeles, California, 90064, USA.