Refund Policy

This Refund Policy outlines the terms and conditions governing refunds for services provided by DOCPATH SYSTEM LLC ("we," "our," or "the Company"). As a specialized document management consultancy, our services involve significant upfront analysis, custom protocol development, and intellectual property delivery.

1. Service Classification & Refund Eligibility

1.1 Service Categories

Our services are classified into the following categories for refund purposes:

Service Category	Description	Refund Eligibility
System Audits	Comprehensive document infrastructure assessment and analysis	Limited refund (see Section 2.1)
Protocol Implementation	Custom document structure design and workflow mapping	Phase-based refund (see Section 2.2)
Consultation Packages	Hourly or package-based advisory services	Unused hours only (see Section 2.3)
Digital Products	Templates, frameworks, and standardized protocols	Non-refundable (see Section 2.4)

2. Refund Terms by Service Type

2.1 System Audit Services

System Audit fees are partially refundable under the following conditions:

• Before Audit Initiation: 90% refund if cancellation occurs before any analysis work begins
• During Assessment Phase: 50% refund if cancellation occurs within first 48 hours of service commencement
• After Analysis Completion: No refund after audit findings have been delivered or 72 hours of service
• Non-Refundable Portion: Minimum $500 administrative fee applies to all cancellations

2.2 Protocol Implementation Services

Implementation services operate on a milestone-based refund structure:

• Phase 1 (Assessment): 80% refund available if cancelled before design delivery
• Phase 2 (Design): 50% refund available if cancelled before implementation begins
• Phase 3 (Implementation): 25% refund available if cancelled within first week of implementation
• Phase 4 (Training): No refund after implementation completion and training materials delivery

2.3 Consultation Packages

Pre-paid consultation packages are refundable for unused hours only:

• Unused hours refunded at purchased package rate
• 10% administrative fee deducted from refund amount
• Refund processed within 30 days of cancellation request
• Expired package hours are non-refundable

3. Refund Request Protocol

3.1 Request Submission

All refund requests must be submitted through the following channels:

• Primary Method: Email to info@docpathsystem.com with subject line "Refund Request - [Your Company Name]"
• Required Information: Invoice number, service dates, detailed reason for request
• Supporting Documentation: Any relevant correspondence or service agreements
• Response Time: Initial acknowledgment within 48 business hours

3.2 Review Process

Refund requests undergo a standardized review protocol:

1. Initial Assessment: Review of service delivery and contractual terms (3-5 business days)
2. Service Verification: Confirmation of work completed and resources utilized
3. Client Consultation: Discussion of concerns and potential resolution alternatives
4. Final Determination: Written decision with detailed explanation

3.3 Approval Timeline

Approved refunds are processed within the following timeframes:

• Credit Card Payments: 7-10 business days to original payment method
• Bank Transfers: 10-15 business days to designated account
• Check Payments: 15-20 business days for check issuance and delivery

4. Non-Refundable Circumstances

The following circumstances DO NOT qualify for refunds:

• Delivered Intellectual Property: Custom document structures, workflow maps, or protocol designs
• Completed Service Phases: Any service phase marked as "completed" in project documentation
• Change of Requirements: Client-initiated scope changes or requirement modifications
• Timing Delays: Project delays caused by client unavailability or delayed approvals
• Dissatisfaction with Methodology: Disagreement with DOCPATH SYSTEM's established protocols
• Competitive Concerns: Discovery of competitive conflict or internal capability development

5. Service Credits & Alternatives

5.1 Service Credit Option

In cases where a cash refund is not applicable, we may offer service credits:

• Credits valid for 12 months from issuance date
• Transferable within the same organization
• Applicable to any DOCPATH SYSTEM service
• No cash value or expiration extensions

5.2 Service Adjustment Alternative

Before requesting a refund, clients may consider:

• Service Modification: Adjusting scope or approach to better meet needs
• Additional Consultation: Supplemental sessions to address concerns
• Extended Timeline: Pausing and resuming services at a later date
• Alternative Protocols: Different methodological approaches

6. Dispute Resolution

6.1 Internal Resolution

All refund disputes follow this resolution pathway:

1. Direct discussion with primary consultant or project lead
2. Review by DOCPATH SYSTEM management team
3. Mediation session with all relevant parties
4. Final determination by company leadership

6.2 External Arbitration

If internal resolution fails, the following applies:

• Binding arbitration in Santa Fe, New Mexico
• Arbitration costs shared equally between parties
• New Mexico law governs all dispute resolution
• Client responsible for own legal fees regardless of outcome

7. Policy Modifications

DOCPATH SYSTEM LLC reserves the right to modify this Refund Policy at any time. Changes become effective immediately upon posting to our website. Continued use of our services after changes constitutes acceptance of the modified policy.

8. Client Acknowledgment

By engaging DOCPATH SYSTEM services, you acknowledge that:

• You have read and understand this Refund Policy
• You accept the refund terms for your selected service category
• Refund eligibility depends on service type and completion status
• Delivered intellectual property is non-refundable
• This policy supersedes any verbal or written representations