Refund and Return Policy for Matrix Mate LLC

Last Updated: July 25, 2025

This Refund and Return Policy outlines the conditions under which refunds or cancellations may be processed for services provided by Matrix Mate LLC. As an IT service provider, our offerings are intangible and project-based, and therefore different from physical goods. This policy focuses on service satisfaction and fair practice.

1. General Policy for Services

Due to the nature of our intangible services (e.g., consulting, strategy, content creation), we do not offer “returns” in the traditional sense. Refunds are considered under specific circumstances related to service delivery or project cancellation, as detailed below. Our primary goal is client satisfaction, and we strive to resolve any concerns through collaboration and adjustment.

2. Refund Scenarios

Refunds may be considered in the following limited circumstances:

  • Project Cancellation Before Commencement: If a client cancels a project or service agreement before any significant work has begun (as determined by Matrix Mate LLC), a full or partial refund of any advance payment, minus any non-refundable deposits (e.g., for initial research, planning, or administrative fees), may be issued.
  • Non-Delivery of Agreed Services: If Matrix Mate LLC fails to deliver the services as explicitly outlined in a signed Service Agreement or Statement of Work (SOW) and efforts to rectify the situation are unsuccessful, a pro-rata refund for the undelivered portion of the service may be considered.
  • Dissatisfaction at Key Milestones: For projects structured with milestone payments, if a client expresses significant dissatisfaction at a clearly defined project milestone, and despite reasonable attempts by Matrix Mate LLC to address the concerns, the client chooses to terminate the project at that point, a partial refund or waiver of future payments related to uncompleted work for that specific milestone may be negotiated. This does not apply to work already accepted or completed for prior milestones.

3. Non-Refundable Situations

Refunds will generally not be issued in the following situations:

  • Work Already Performed: No refunds will be issued for services or portions of services that have already been delivered, completed, or accepted by the client.
  • Third-Party Costs: Any costs incurred by Matrix Mate LLC for third-party services, software, licenses, or resources specifically purchased or utilized for your project are non-refundable.
  • Client Delay or Abandonment: If a project is delayed or abandoned by the client (e.g., due to lack of feedback, material provision, or communication) after work has commenced.
  • Changes in Client Business or Market Conditions: Refunds will not be issued due to changes in the client’s business strategy, market conditions, or internal decisions that affect the need for the service after work has begun.
  • Minor Discrepancies: Refunds are not applicable for minor stylistic preferences or subjective opinions that do not impact the functionality or core objectives outlined in the SOW.

4. Cancellation Policy

  • Client-Initiated Cancellation: If a client wishes to cancel a service or project, they must notify Matrix Mate LLC in writing via email to admin@matrixmatellc.com. The refund amount (if any) will be determined based on the “Refund Scenarios” above and the work completed up to the date of cancellation notification.
  • Matrix Mate LLC-Initiated Cancellation: Matrix Mate LLC reserves the right to terminate a service agreement if a client breaches the Terms and Conditions (e.g., non-payment, unreasonable demands) or if the project becomes untenable. In such cases, the client may be billed for work completed up to the termination date.

5. Refund Process

To request a refund, please contact us at admin@matrixmatellc.com with your project name, invoice number, and a detailed explanation of your refund request. All refund requests will be reviewed on a case-by-case basis. If a refund is approved, it will be processed within 15-30 business days, typically via the original payment method where possible.

6. Dispute Resolution

We encourage clients to contact us directly to resolve any concerns regarding our services. We are committed to finding fair and equitable solutions.

7. Contact Information

If you have any questions about this Refund and Return Policy, please contact us:

By Email: admin@matrixmatellc.com By Mail: 920 SE 11TH ST LEES SUMMIT, MO 64081-3077