Refund Policy

1. Consulting and Automation Services

Setup Fee. The $1,500 system setup fee is non-refundable once system design has commenced. System design is considered to have commenced upon the completion of your onboarding call and the delivery of any initial documentation, system architecture, or written scope to you as the Client.

If you cancel before the onboarding call has taken place and before any design work has been delivered, any fees paid will be refunded in full within 14 business days.

Monthly Management Fee. The $400 monthly management fee may be cancelled at any time with 30 days written notice sent to support@onyxarray.com. Your service will continue through the end of the current billing period following receipt of your cancellation notice. No further charges will be made after that date.

No refunds are issued for partial months. Monthly fees paid for a billing period already in progress are not refunded upon cancellation.

First Month Included. The first month of management included with every system setup is complimentary and is not redeemable for cash. It is not carried forward if services are cancelled before it is used.

Failure to Deliver. In the event that Onyx Array LLC is unable to complete a system build that was agreed upon and paid for, where non-delivery is solely attributable to us and not to your failure to provide necessary access, approvals, or information, we will issue a fair refund of fees paid relative to the work not yet completed. The amount will be determined in good faith based on the proportion of work delivered.

2. Digital Products

No Refunds on Delivered Downloads. Because digital products (including templates, dashboards, guides, and similar downloadable resources) are delivered instantly and cannot be returned, all sales are final once the product has been delivered. Delivery is considered complete when the download link or access has been made available to you.

Exception: Materially Different from Description. If a digital product you received is materially different from what was described on its product page at the time of purchase — meaning it lacks a core feature or function that was explicitly advertised — you may request a refund within 7 days of purchase by contacting support@onyxarray.com with a description of the discrepancy. We will review the request and, if the claim is valid, issue a full refund promptly.

Dissatisfaction with results, a change of mind, or incompatibility with a specific tool version not disclosed at the time of purchase do not qualify for a refund under this exception.

3. SaaS Products

Monthly Subscriptions. Monthly SaaS subscriptions may be cancelled at any time through your account settings or by contacting us. Cancellation takes effect at the end of the current billing period. No refunds are issued for partial months or for the remaining days of a billing period already paid.

Annual Subscriptions. Annual SaaS subscriptions may be cancelled at any time. If you cancel within the first 30 days of your annual subscription, you are eligible for a prorated refund for the unused portion of the year. Cancellations after 30 days are not eligible for a refund; your access will continue until the end of the annual period.

Free Trials. Where a free trial is offered, no charge is made during the trial period. If you do not cancel before the trial ends, your subscription will begin and the applicable fee will be charged. Trial periods are not extended or refunded.

Account Termination for Breach. If your account is terminated by Onyx Array LLC due to a violation of our Terms of Service, no refund will be issued for any remaining subscription period.

4. Disputes

We prefer to resolve any disagreement directly and in good faith before either party pursues formal remedies. If you have a concern about a charge or believe a refund is warranted, please contact us at support@onyxarray.com with your order details and a description of the issue. We will respond within five business days and make a genuine effort to reach a fair resolution.

Disputes that cannot be resolved through direct communication are subject to the governing law provisions set out in our Terms of Service.

5. Contact

For refund requests or billing questions, please contact us at:

Onyx Array LLC
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110
support@onyxarray.com