Refund policy
If it doesn't work,
you get your money back.
Plain-language refund terms for every tier. No fine print games, no “please write a 500-word explanation” gatekeeping, no buried clauses.
7 days
Money-back on Pilot & Industry Pilot
14 days
Money-back on Operator
Cancel any time
Monthly retainers, no exit fee
Per-tier breakdown
Exactly what each tier's refund looks like.
Pilot ($997) & Industry Pilot ($1,397)
7-day money-back guarantee from kickoff call.
- →Cancel within 7 days of your kickoff call for any reason: 100% refund of the install fee.
- →Cancel after the 7-day guarantee but within the first 30 days: prorated refund based on install progress (typically 50–75% if cancelled in week 2, 25–50% in week 3, none after week 4).
- →Monthly retainer ($97/mo): cancel any time, takes effect end of current billing cycle, no partial-month refund unless we materially missed our SLA.
Solo ($1,797) — Waitlist
No charge until tier goes generally available.
- →Waitlist signup is free. We don't take payment until we're ready to install for you and you've explicitly opted in to convert.
- →Once you convert: 7-day money-back guarantee from kickoff call (same as Pilot).
- →If you decide to drop off the waitlist before converting: no refund needed because there's no charge.
Operator ($3,997, Founding 10)
14-day money-back guarantee from kickoff (longer, because it's a bigger commitment).
- →Cancel within 14 days of kickoff: 100% refund of the install fee.
- →Cancel between day 15 and day 30: prorated refund — Bruce calculates based on which modules are already in your accounts and adds back the value of completed work.
- →After day 30: install is delivered; no refund on the install fee, but the monthly retainer is cancellable any time.
- →Founding 10 price-for-life lock survives retainer cancellation. If you cancel and re-sign-up later, the locked rate still applies as long as you're rejoining within 90 days.
Enterprise ($14,997+)
Refund terms scoped per-contract.
- →Enterprise refund language is negotiated in the master services agreement (MSA).
- →Default position: refundable through the discovery phase; non-refundable once delivery begins; prorated kill-fee structure for mid-engagement cancellation.
- →Bruce will share the standard MSA draft during scoping for legal review on your side.
Iris-Assist & Iris Stack Audit (both waitlist)
Same waitlist rules as Solo: no charge until ready, full refund if you don't want to convert.
- →Waitlist is free; we only charge when you opt in to convert.
- →After conversion: 7-day money-back guarantee from session completion (Iris-Assist) or report delivery (Stack Audit).
Start risk-free, then stay covered
The Pilot is fully refundable. After that, we've got you.
Begin with a money-back Pilot. Continue past it and you're covered by a “we'll make it right” satisfaction guarantee plus a returning-customer discount — with two honest exceptions we'll always tell you about up front.
The Pilot is fully refundable — risk-free first step
Your Pilot (or Industry Pilot) is covered by a full money-back guarantee from the kickoff call. Start there with zero risk: if it isn't right for you inside the window, you get your money back.
After the Pilot: a "we'll make it right" guarantee
Once you've moved past the Pilot into a larger install or add-on, you're covered by our satisfaction guarantee — if something we delivered misses the mark, we'll fix it or re-do it until it's right. We'd rather make it right than hand back a refund and walk away.
Plus a returning-customer discount
Customers who continue past the Pilot get a returning-customer discount on their next install or add-on. The relationship gets cheaper, not more expensive, the longer you stay.
The honest exceptions
Two things we genuinely can't refund: third-party tool subscriptions (Twilio, Synthflow, ElevenLabs, Anthropic, Google Workspace — those bill you directly and have their own refund policies), and custom work delivered outside the original agreed scope. We always show the full landed cost before you pay anything.
How to actually get a refund
Three steps. No phone tree.
Email support@irisbites.com
Subject line: “Refund request — [your tier].” In the body, tell us which tier, which payment date, and one sentence on why. You do not have to justify yourself within the guarantee window — “changed my mind” is a complete sentence.
Bruce responds within 24 business hours
Confirmation that the request was received and a clear yes/no on the refund amount based on the rules above. If anything is on the line of the policy (close to a deadline, partial completion), Bruce errs on your side.
Refund posts within 5–10 business days
Stripe processes the refund back to the card you paid with. Most cards see it in 5–10 business days. If your bank takes longer than that, email us with the Stripe refund ID we sent you and we'll help chase it down.
Already a customer? Need a refund?
Email support and Bruce will sort it. No forms, no scripts, no “valued customer” nonsense.
Refund policy version 1 · Last updated 2026-05-23