Refund Policy
One-time packages
Before kickoff: full refund, no questions, for any one-time package (Survey Setup, Research Sprint) cancelled before the kickoff call.
After kickoff: partial refund minus delivered work. Setup work, delivered proof packs, and completed milestones are non-refundable once accepted.
Subscriptions
Retainers (e.g. Feedback Retainer) can be cancelled any time. Cancellation stops the next renewal; the current paid month is not pro-rated unless we materially failed to deliver against the scope agreed at signup, in which case a pro-rata refund will be issued.
How to request
Email billing@icum.ai with the email used at checkout and a brief description. We respond within 2 business days and process approved refunds within 5–10 business days via the original payment method.
Disputes
If we can't agree, please contact us before initiating a chargeback — direct refunds reach you faster and avoid the additional fees a dispute introduces.