Refund policy

We'd rather have a clean exit than a frustrated customer. The policy below is the floor — if we're wrong about that floor in your situation, email us and we'll work it out.

Self-Install Kit ($497) — 30 days, no questions

If the kit doesn't fit your situation within 30 days of purchase, email monolith.inquiries@gmail.com from the email address you used at checkout. Refund processed in 3–5 business days.

We don't ask why. We don't require you to delete the kit (we trust you on that). The 30-day window starts at the Gumroad delivery email timestamp.

Agency License ($1,997) — 14 days, conditional

Refundable within 14 days of purchase, provided you have not yet deployed the kit for any client. If a client has gone live, the license is non-refundable since the IP is in use.

Light Install ($2,500) — pro-rated, before go-live

If you cancel before deployment is complete (typically 30 days from kickoff), we refund the install fee minus actual hours worked at $250/hr. After go-live, the install fee is non-refundable since the system is in production.

Monthly retainer ($400/mo) cancels at the next billing cycle. We don't pro-rate partial months.

Full Install ($4,500) — pro-rated, before go-live

Same as Light Install but pro-rated against the longer 45-day deployment window. Monthly retainer ($750/mo) cancels at the next billing cycle.

Operations Install ($9,500+) — per-engagement contract

Refund and cancellation terms are in your engagement contract. Operations engagements are scoped per-customer, so the contract governs.

Add-on modules (MS-QUALIFY, MS-FOLLOWUP, MS-ROUTING)

Same 30-day no-questions policy as the main kit, when sold standalone. When bundled with an install tier, the bundle's policy governs.

What we'll never do

• Charge a restocking fee. Digital goods have no inventory; restocking fees on software are bad faith.
• Make refunds slower than payment. If your card cleared in 24 hours, your refund clears in 5 business days max.
• Ask you to write a public review to refund. The refund is unconditional once the policy fits.
• Auto-renew without a notice. Retainer renewals send a notice 7 days before billing. You can cancel at any point.

How to request a refund

Email monolith.inquiries@gmail.com from the address you used at checkout. Subject line: Refund request — <your tier>. Include your order ID if you have it (Gumroad email or Stripe receipt). Reply within 1 business day.

Disputes

We're a small team. If a refund request feels stuck, escalate to monolith.inquiries@gmail.com with ESCALATE in the subject — that goes to Sebastian directly.

For billing disputes you'd rather route through Stripe or your card issuer, you can. We'd prefer a direct conversation, but we don't fight chargebacks.

Note: this policy is the v0.1 of MS Labs. As volume grows, we may formalize specifics in tier-specific contracts. Existing customers retain the policy that was live at their purchase date.