Refund Policy

1. Overview

Enterprise Information Structuring ("EIS," "we," "us," or "our") is committed to delivering high-quality data processing and record management services that meet or exceed our clients' expectations. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for services provided by Enterprise Information Structuring, located at 437 E Main St, Danville, KY 40422.

We understand that circumstances may arise where a refund request is necessary, and we strive to handle all such requests fairly and promptly. Please read this policy carefully to understand your rights and obligations regarding refunds for our services.

This Refund Policy applies to all service engagements with Enterprise Information Structuring, including Records Digitization, Database Record Indexing, Accuracy Verification Audits, Data Cleansing, and Report Generation Support services.

2. Project Deposits

2.1 Deposit Structure

All service engagements with Enterprise Information Structuring require a deposit payment before work commences. The standard deposit amount is 30% of the total project cost as outlined in the approved proposal or statement of work. This deposit is required to secure your project in our production schedule and covers the costs associated with initial project setup, resource allocation, and preliminary assessment work.

2.2 Deposit Refundability

The initial project deposit is non-refundable under the following circumstances:

• The Client cancels the project after work has commenced, regardless of the stage of completion.
• The Client fails to provide necessary materials, data, or access within the timeframes agreed upon in the project agreement, causing the project to be abandoned or indefinitely delayed.
• The Client terminates the engagement for reasons unrelated to the quality or performance of EIS services.

The deposit may be refundable in the following limited circumstances:

• EIS is unable to begin work within 30 days of the agreed start date due to circumstances within our control.
• EIS determines during the preliminary assessment phase that the project is not feasible and cannot be completed as originally scoped.
• Both parties mutually agree to cancel the engagement before any substantive work has been performed.

3. Service-Specific Refund Conditions

3.1 Records Digitization

For records digitization services, refund eligibility is determined based on the stage of the digitization process at the time of the refund request:

• Before scanning begins: Full refund of any payments beyond the non-refundable deposit may be issued, minus a 10% administrative fee to cover project setup and material handling costs.
• During the scanning phase: A partial refund may be issued for the unscanned portion of the document inventory. Charges for documents already scanned and processed are non-refundable.
• After scanning is complete: If quality issues are identified in the digitized output, EIS will first attempt to re-process the affected records at no additional charge. Refunds at this stage are only considered if re-processing fails to resolve documented quality issues.
• After final delivery: Refunds are generally not available after the Client has accepted delivery of the digitized records. Acceptance occurs automatically 10 business days after delivery if no quality concerns are raised.

3.2 Database Record Indexing

For database record indexing services:

• Refund requests submitted before the indexing taxonomy is finalized and approved by the Client may be eligible for a partial refund of fees paid beyond the deposit.
• Once the taxonomy has been approved and indexing work has commenced, refunds are calculated based on the percentage of records remaining to be indexed.
• If the completed indexing work is found to be materially inconsistent with the approved taxonomy, EIS will correct the discrepancies at no additional cost before any refund is considered.

3.3 Accuracy Verification Audits

For accuracy verification audit services:

• If the Client cancels the audit before the sampling methodology is established, a refund of up to 60% of the total project fee (excluding the deposit) may be issued.
• Once the audit is underway, refunds are not available for work already completed. However, if EIS is unable to achieve the agreed-upon accuracy threshold due to circumstances within our control, a partial refund or service credit may be offered.
• The audit deliverable, including the accuracy report, is considered accepted 7 business days after delivery if no objections are raised in writing.

3.4 Data Cleansing

For data cleansing services:

• Refund requests submitted before the initial data analysis is complete may be eligible for a refund of up to 50% of fees paid beyond the deposit.
• Once cleansing operations have been applied to the Client's data, the service is considered rendered and refunds are generally not available.
• If the cleansing process results in unintended data loss beyond the agreed-upon scope, EIS will restore affected records from backup and may offer a partial refund or service credit at its discretion.

3.5 Report Generation Support

For report generation support services:

• Clients may request up to two rounds of revisions on generated reports at no additional charge. Refund requests for dissatisfaction with report format or content should be submitted as revision requests first.
• If the generated reports contain material errors in data representation that cannot be corrected through the revision process, a partial refund of up to 40% of the report generation fee may be issued.
• Refunds are not available for reports that have been accepted by the Client or that accurately represent the underlying data as provided by the Client.

4. Refund Request Process

To request a refund, the Client must follow these steps:

1. Submit a Written Request: All refund requests must be submitted in writing via email to compliance@enterpriseinformationstructuring.com. The request must include the project name, project reference number (if applicable), the specific reason for the refund request, and any supporting documentation.
2. Acknowledgment: EIS will acknowledge receipt of your refund request within 2 business days and assign it to a senior project manager for review.
3. Review Period: We will review your refund request within 10 business days of receipt. During this period, we may contact you to request additional information or clarification. We may also propose alternative resolutions such as service credits, re-processing, or scope adjustments.
4. Decision Notification: You will be notified of our decision in writing within 15 business days of your initial request. If your refund is approved, the notification will include the refund amount and the expected processing timeline.
5. Refund Processing: Approved refunds will be processed within 15 business days of the approval notification. Refunds will be issued using the same payment method used for the original transaction, unless an alternative method is agreed upon in writing.

5. Non-Refundable Items

The following items and charges are non-refundable under any circumstances:

• Third-party costs incurred by EIS on behalf of the Client, including software licenses, specialized equipment rental, courier services, and storage fees.
• Rush or expedited processing fees that were charged for accelerated turnaround times.
• Travel and on-site consultation expenses incurred at the Client's request.
• Fees for work performed and delivered in accordance with the approved project scope, even if the Client's business needs subsequently change.
• Administrative fees and project setup costs associated with the non-refundable deposit.

6. Service Credits

In certain situations, EIS may offer service credits as an alternative to monetary refunds. Service credits can be applied toward future engagements with Enterprise Information Structuring and are subject to the following conditions:

• Service credits are valid for 12 months from the date of issuance.
• Service credits are non-transferable and may only be used by the original Client entity.
• Service credits may not be redeemed for cash or combined with other promotional offers.
• Service credits may be applied to any service offered by EIS, subject to availability.

7. Quality Guarantee

Enterprise Information Structuring stands behind the quality of our work. If you are dissatisfied with any aspect of our service delivery, we encourage you to contact us immediately so that we can address your concerns. Our quality guarantee includes:

• Free re-processing of any deliverables that do not meet the quality standards specified in the project agreement.
• Up to two rounds of revisions on reports and formatted deliverables at no additional charge.
• Accuracy correction for any verified data entry errors identified within 30 days of delivery.
• Prompt resolution of any legitimate concerns raised during the post-delivery support period included in your service plan.

8. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following dispute resolution process:

• Internal Escalation: Request a review by EIS senior management by submitting a written escalation to info@enterpriseinformationstructuring.com within 15 days of receiving the initial refund decision.
• Mediation: If the dispute cannot be resolved through internal escalation, both parties agree to participate in good faith mediation before a mutually agreed-upon mediator.
• Arbitration: If mediation is unsuccessful, the dispute will be resolved through binding arbitration in Boyle County, Kentucky, in accordance with the rules of the American Arbitration Association.

9. Modifications to This Policy

Enterprise Information Structuring reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The version of the Refund Policy in effect at the time of your service engagement will apply to that engagement, regardless of subsequent changes to the policy. We encourage you to review this policy periodically to stay informed about our refund practices.

10. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the Commonwealth of Kentucky, without regard to its conflict of law principles. Any legal proceedings arising from this policy shall be conducted exclusively in the courts located in Boyle County, Kentucky.