Cancellation and refund policy
This policy applies to services purchased from Evidentity LLC through an approved invoice, payment link, website purchase or other accepted commercial route.
Where a signed order form, proposal or service agreement contains different refund or cancellation provisions, that document governs the specific engagement.
A customer may request cancellation before Evidentity has begun substantive work. Where no substantive account work has started, fees paid may be refunded, less any non-recoverable payment processing charges or other third-party costs already incurred.
Substantive work includes account preparation, diagnostic configuration, research, clinic review, Canonical AI Clinic Profile construction, Clinical Intelligence mapping, scenario design, AI Demand Map calibration, AI Site preparation, specialist analysis or other customer-specific delivery work.
The $390 AI Demand Diagnostic is a specialist one-time service. Once Evidentity has begun the clinic review, recommendation testing, competitor analysis or preparation of the diagnostic output, the fee becomes non-refundable because the principal service value is created through the underlying research and analytical work.
The $1,200 Strategic AI Demand Opportunity Assessment involves bespoke analytical and strategic work. Once research, recommendation-market analysis, scenario design or specialist assessment has begun, fees already allocated to that work are non-refundable.
The $1,490 AI Recommendation Control implementation covers account-specific infrastructure work including Canonical AI Clinic Profile construction, Clinical Intelligence, AI-facing publication preparation, AI Demand Map calibration and managed activation.
Once implementation work has started, the implementation fee is generally non-refundable because the work produces customer-specific infrastructure and operating assets.
The $690/month AI Recommendation Control fee covers the active technology and AI Demand Operator function during the applicable billing period. Cancellation stops future renewal; it does not ordinarily reverse a billing period that has already begun or specialist work already delivered during that period.
Unless a signed agreement provides otherwise, cancellation should be submitted before the next billing date in order to prevent the next recurring charge.
Strategic Protection engagements may involve expanded scenario architecture, group or international configuration, senior specialist time or other customised work. Implementation and recurring terms follow the accepted commercial scope for that engagement.
The Evidentity Progress Guarantee is separate from ordinary cancellation policy.
Where AI Recommendation Control is operating under the published Progress Guarantee, recommendation progress is measured against agreed priority addressable markets and the opening baseline. If the applicable guarantee conditions are met, fee relief and refund treatment follow the canonical Guarantee terms rather than the ordinary cancellation rules above.
Guarantee-related refunds are therefore performance-accountability mechanisms, not cancellation refunds.
Completed or in-progress diagnostics, research, implementation, Canonical Profile construction, Clinical Intelligence work, AI Site deployment, recommendation-market calibration, managed monitoring, specialist analysis, interventions, re-tests and customer-specific strategic work are normally non-refundable once performed.
Non-recoverable third-party fees, processing charges and taxes may also remain non-refundable where Evidentity cannot recover them.
Requests should be sent to hello@evidentity.ai and include the clinic or organisation name, service purchased and relevant account or payment information.
Evidentity will evaluate the request against the service stage, work performed, billing period and any applicable Guarantee or signed commercial terms.