This Refund Policy applies to all purchases made from Nugentive Labs Inc. ("Nugentive") through nugentive.com or our hosted checkout pages. It forms part of our Terms of Service. By completing a purchase, you confirm that you have read and accept this Policy.
Our services are digital, are personalised to your business, and require us to spend money on third-party APIs (Google, DataForSEO, Apify, Anthropic, SendGrid, and others) the moment you submit your URL or intake form. The terms below reflect that reality while preserving fair remedies for genuine errors.
1. Detailed AEO Audit (One-Time Purchase)
The Detailed AEO Audit is a one-time digital service. Work — including third-party data lookups, AI-assisted report generation, and human review — begins as soon as you submit your intake form. For that reason:
- All sales are final once intake has been submitted.
- If you have purchased but have not yet submitted your intake form, you may request a full refund within 7 days of purchase by emailing info@nugentive.com with your order details.
- We do not issue refunds based on dissatisfaction with the score, findings, recommendations, or any failure to achieve a specific result. Outcomes from AEO work depend on many factors outside our control; see our Disclaimer.
2. Done-With-You (DWY) Monthly
DWY Monthly is a recurring subscription billed every month on the anniversary of your purchase.
- First-month refund window. You may request a full refund of your first month within 7 days of your initial purchase, provided you have not yet received your first deliverable or scheduled call. Once a deliverable has been provided, the first month becomes non-refundable.
- Cancellation. You may cancel at any time by emailing info@nugentive.com before your next billing date. Cancellation stops future renewals immediately; you retain access to the service through the end of the term you have already paid for.
- No partial refunds mid-term. We do not pro-rate or refund the unused portion of a paid month once that month has begun.
- Failed payments. If a renewal payment fails and is not resolved within a reasonable time, we may suspend or terminate service. We do not owe a refund for service that was suspended due to a failed payment.
3. Done-With-You (DWY) Quarterly
DWY Quarterly is a recurring subscription billed every three months on the anniversary of your purchase. Because each quarter includes a significant amount of work front-loaded in the first weeks of the term:
- First-quarter refund window. You may request a full refund of your first quarter within 7 days of your initial purchase, provided you have not yet received your first deliverable or scheduled call. Once a deliverable has been provided, the first quarter becomes non-refundable.
- Cancellation. You may cancel at any time by emailing info@nugentive.com before your next quarterly billing date. Cancellation stops future renewals immediately; you retain access to the service through the end of the quarter you have already paid for.
- No partial refunds mid-term. We do not pro-rate or refund the unused portion of a paid quarter once that quarter has begun.
4. Done-For-You (DFY) Retainer
DFY engagements are currently waitlist-only and are governed by a separate Service Agreement signed at the start of the engagement. Refund, cancellation, and notice terms for DFY are set out in that agreement and override this Policy where they conflict.
5. Free Audit
The free AEO audit is provided at no charge. No refund applies because no payment is collected.
6. Exceptions — When We Will Always Make It Right
Regardless of the rules above, we will issue a refund (or, at your option, a credit) in the following situations:
- Duplicate charge. You were charged more than once for the same order due to a technical error.
- Non-delivery. You did not receive your deliverable and, after reasonable attempts, we are unable to deliver it.
- Material defect. The deliverable you received was materially incorrect through our fault (for example: the wrong business was audited, the report was substantially incomplete, or the report contained a critical error we are unable or unwilling to correct).
- Mandatory consumer-protection rights. Any non-waivable right to a refund granted to you under the consumer-protection laws of your jurisdiction. Nothing in this Policy is intended to limit those rights.
7. How to Request a Refund
Email info@nugentive.com within the applicable window. Include:
- The email address used at checkout.
- Your SamCart order ID or receipt ID (sent in your purchase confirmation).
- The product purchased.
- A short description of the reason for the request.
We respond to refund requests within 3 business days. Approved refunds are returned to your original payment method through our payment processor (SamCart). Depending on your bank or card issuer, the refund may take an additional 5–10 business days to appear on your statement.
8. Chargebacks and Payment Disputes
If you believe a charge is incorrect, please contact us first at info@nugentive.com. Filing a chargeback or payment dispute with your card issuer or bank before contacting us is a breach of these terms.
We will contest any chargeback we believe to be unjustified by providing our payment processor with documentation of the services rendered (intake form, deliverables, communications, and access logs). We reserve the right to suspend or terminate access to current and future services for accounts that initiate chargebacks in bad faith or without first attempting to resolve the issue with us.
9. Changes to This Policy
We may update this Refund Policy from time to time. The Effective Date at the top of this page reflects the most recent revision. Changes apply to purchases made on or after the new Effective Date; the version of this Policy in effect at the time of your purchase governs that purchase.
10. Contact
Questions about this Refund Policy:
Nugentive Labs Inc.
Grande Prairie, Alberta, Canada
info@nugentive.com