Refunds & Cancellations

1. A services business, not a store

Zivoke delivers Salesforce consulting, implementation, integration, custom development, managed support, staff augmentation and AI consultation. We do not sell physical goods, so there is nothing to ship back and no returns process in the retail sense.

What this page covers instead is the practical side of a professional services relationship: what you are committing to when an engagement starts, how to change or stop it, and what happens to fees that have already been invoiced or paid.

2. How engagements are agreed

Every piece of paid work starts with a written proposal or statement of work (SOW) that sets out the scope, deliverables, timeline, team, commercial model and payment schedule. Once both sides sign, that document governs the engagement.

Where this page and your signed agreement differ, your agreement takes precedence. This page describes how we normally work, so you know what to expect before anything is signed.

We typically work in one of three commercial models:

• Fixed fee — an agreed scope delivered for an agreed price, usually billed against milestones.
• Time and materials — billed for the hours actually worked, at the rates in the SOW.
• Monthly retainer — managed support or a dedicated capacity block, billed each month.

3. Free consultations and assessments

Our introductory call, the 15-minute consultation and the Salesforce Health Check self-assessment are free. There is no charge, no obligation and nothing to refund. You can cancel or reschedule them at any time.

4. Invoicing and payment

• Invoices are issued against the schedule in your SOW — typically on milestone completion, monthly in arrears for time and materials, or monthly in advance for retainers.
• Payment terms, currency and accepted payment methods are stated on the invoice and in the SOW.
• Taxes, duties and bank charges are additional unless the SOW says otherwise.
• If an invoice looks wrong, tell us within 10 business days of receiving it and we will review it with you before payment falls due.

5. Rescheduling and cancelling

Meetings and workshops

Calls, workshops and working sessions can be rescheduled at no cost. We ask for as much notice as you can give so we can re-plan the team’s week.

Before an engagement starts

If you cancel a signed engagement before work begins, any deposit is treated as set out in section 6. We will confirm in writing what, if anything, has already been incurred.

During an engagement

Either side may end an engagement early in line with the notice period in the SOW — commonly 30 days for ongoing services. You remain responsible for work performed and approved expenses incurred up to the effective end date, and we will hand over documentation, configuration notes and access so your team can carry on.

6. Fixed-fee projects

• Deposits confirm the team and start date. Where a project is cancelled before work starts, the deposit is refundable less any costs already committed on your behalf, unless your SOW states otherwise.
• Once delivery has begun, fees are earned as milestones are completed. Completed and accepted milestones are not refundable.
• If you cancel mid-milestone, we invoice for work performed to that point on a pro-rata basis and refund any balance you have already paid beyond it.
• Changes to scope are handled through a written change request rather than a refund, so the commercial position stays clear on both sides.

7. Managed support retainers

• Retainers are billed monthly and secure an agreed capacity for that month.
• Cancel with the notice period in your agreement; the current month is payable in full and no further months are invoiced.
• Unused hours within a month are not refundable and do not roll over unless your agreement provides for it.
• If we have not been able to deliver the agreed capacity in a month, we will credit the shortfall against your next invoice or refund it if the engagement is ending.

8. Staff augmentation

Dedicated resources are engaged for a minimum term stated in the SOW and billed monthly. Cancellation follows the notice period in that document. Time already worked is payable; the remaining term is released once notice is served. Where a placement is not the right fit, tell us in the first two weeks and we will replace the resource rather than bill you for the ramp-up.

9. Salesforce licences and third-party costs

Salesforce licences, AppExchange products and other third-party subscriptions are bought from those vendors under their own terms, usually directly by you. Zivoke does not resell them and cannot refund them. Where we have purchased something on your behalf with your written approval, we pass through the vendor’s refund position — which is often non-refundable — and any amount we recover.

10. If something is not right

Our first response to a problem is to fix it. If a deliverable does not meet what was agreed in the SOW, tell us within 15 business days of delivery with enough detail for us to reproduce or review the issue. We will:

1. Acknowledge it within two business days.
2. Agree the gap against the SOW with you, in writing.
3. Rework the deliverable at our cost within an agreed timeframe.

Where rework is not practical or you would rather stop, we will agree a fair credit or refund for the affected portion of the work. Issues caused by changes made outside Zivoke’s scope, by third-party products, or by platform changes after handover are handled as new work.

11. How to request a refund

Email info@zivoke.com with your company name, the invoice number, the amount concerned and a short description of what you would like us to look at. Your account manager will respond within five business days and we aim to resolve requests within 15 business days.

Approved refunds are returned to the original payment method or offset against the next invoice, whichever you prefer.

12. Changes to this page

We may update this page as our services evolve. The effective date above shows the current version. Changes do not alter the commercial terms of an agreement already signed — those are governed by the SOW.

13. Contact us

Email

info@zivoke.com

Phone

+1 (347) 254 7642

Post

Zivoke LLC, 447 Broadway, 2nd FL #198, New York, NY 10013, United States