Refund Policy

1. 14-Day Money-Back Guarantee (Build Metrics)

All Build Metrics subscription purchases (monthly and annual) are eligible for a full refund if requested within 14 calendar days of:

• The initial purchase date, or
• The renewal date (for existing customers)

This 14-day refund window applies to all paid subscriptions, regardless of billing frequency.

Free Tier

Our free tier does not involve any payments and therefore no refunds apply.

2. Consulting & Audit Engagements

This section applies to all paid consulting services offered by Moonlight Ember, including the Unity Build & Launch Blocker Audit and the Mobile Launch Readiness Audit.

2.1 Delivered Engagements

Async audit engagements are non-refundable once the diagnosis has been delivered. Delivery is considered complete when the written report and/or Loom walkthrough has been sent to the email address provided at the time of booking.

This policy exists because consulting work involves significant time and expertise applied specifically to your project. Once delivered, that value cannot be returned.

2.2 Pre-Delivery Cancellation

If the diagnosis has not yet been delivered, you may request a full refund within 24 hours of payment by emailing:

Refund requests received after 24 hours but before delivery will be reviewed on a case-by-case basis.

2.3 Scope Disputes

If you believe the delivered work materially failed to address the agreed scope, contact us within 7 days of delivery. We will review the engagement and, where appropriate, provide a follow-up at no charge or issue a partial credit toward a future engagement. Refunds are not issued for scope disputes where the diagnosis was delivered in good faith.

2.4 Fix Sprints & Implementation Work

Implementation sprints and custom development engagements follow bespoke terms agreed in writing before work begins. Refund terms for these engagements will be specified in the applicable service agreement.

3. How to Request a Refund (Build Metrics)

To request a refund for an eligible annual subscription, please contact us within the 14-day refund window:

Please include the following information in your refund request:

• Your account email address
• The date of purchase
• Your Paddle receipt or transaction ID (if available)
• Brief reason for the refund request (optional but helpful)

3. Refund Processing

3.1 Review Process

We will review your refund request within 2-3 business days and respond via email with a decision.

3.2 Approved Refunds

If your refund request is approved:

• Your subscription will be canceled immediately
• Your account will revert to the free plan
• Paddle will process the refund to your original payment method
• Refunds typically take 5-10 business days to appear in your account

3.3 Refund Method

All refunds are processed through Paddle.com and will be returned to the original payment method used for the purchase. We cannot process refunds to different payment methods or accounts.

5. Non-Refundable Situations

Refunds will not be provided in the following circumstances:

• Refund requests made after the 14-day window for annual subscriptions
• Monthly subscription cancellations (no refunds available)
• Accounts terminated for violating our Terms of Service
• Partial refunds for unused time (refunds are full or nothing)
• Service interruptions or downtime lasting less than 24 continuous hours
• User error, misunderstanding of features, or failure to use the service
• Change of mind after the refund window has expired

6. Subscription Cancellation (No Refund)

If you wish to cancel your subscription but are not requesting a refund, you can do so at any time:

• Log in to your Build Metrics dashboard
• Navigate to Account Settings → Billing
• Click "Cancel Subscription"
• Follow the confirmation steps

Alternatively, you can manage your subscription directly through Paddle:

• Visit the subscription management link in your Paddle receipt email
• Log in with the email address used for purchase
• Cancel or update your subscription details

7. Fair Usage

We reserve the right to deny refund requests that we determine to be abusive or fraudulent. Examples include:

• Repeated subscription and refund patterns
• Requesting refunds after extensive usage of the service
• Multiple refund requests across different accounts
• Evidence of attempting to exploit the refund policy

8. Questions and Support

Before requesting a refund, we encourage you to contact our support team if you're experiencing issues with the service. We're happy to help resolve technical problems, answer questions, or provide guidance on using Build Metrics effectively.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of Build Metrics after changes are posted constitutes acceptance of the updated policy. However, changes will not affect refund requests that were submitted before the policy change.

10. Related Policies

This Refund Policy is part of our broader legal framework. Please also review:

• Terms of Service — Complete terms governing use of Build Metrics and consulting services
• Privacy Policy — How we collect and protect your data
• Consulting & Audit Services — Scope, deliverables, and pricing for audit engagements