Refund Policy

PRISM AI provides bespoke, project-based professional services in engineering, artificial intelligence, robotics, automation, and technology consultation. Because our work is custom-scoped and resources are committed upon agreement, our refund policy is designed to be fair to both parties while reflecting the nature of professional service engagements. This Refund Policy is to be read alongside our Terms & Conditions and any specific service agreement entered into between PRISM AI and the client. In the event of a conflict, the written service agreement takes precedence. Your rights under the Australian Consumer Law (ACL) apply in addition to this policy and cannot be excluded.

Under the Australian Consumer Law, consumers are entitled to certain remedies if a service fails to meet a consumer guarantee. Our services come with guarantees that cannot be excluded under the ACL, including that services will be: • Rendered with due care and skill • Fit for the purpose communicated to us before the engagement • Delivered within a reasonable time (or an agreed timeframe) If a service fails to meet a consumer guarantee, you may be entitled to have the problem fixed, or to receive a refund for any portion of the service that was not properly delivered. For major failures, you may be entitled to cancel and receive a refund for the unused portion. Nothing in this policy limits your rights under the ACL.

Where a deposit is required prior to project commencement, the following applies: • Cancellation before project commencement: If you cancel the engagement before any work has commenced, we will refund your deposit in full, less any direct costs already incurred (e.g., procurement of materials, third-party licences). • Cancellation after project commencement: If you cancel the engagement after work has commenced, the deposit is non-refundable, as it covers the initial scoping, planning, and resource allocation costs already incurred by PRISM AI. "Project commencement" is defined as the date work formally begins as specified in the service agreement, or the date of first billable activity if no formal start date is defined.

For engagements structured around milestones: • Payment is due upon successful delivery and client acceptance of each milestone. • If you are dissatisfied with a milestone deliverable, you must notify PRISM AI in writing within seven (7) business days of delivery, specifying the deficiency in reasonable detail. • PRISM AI will, at its discretion, either (a) remedy the deficiency at no additional cost, or (b) offer a partial refund proportional to the unmet scope. • Milestone payments for accepted deliverables are non-refundable. • If PRISM AI fails to deliver a milestone within the agreed timeframe (without prior written notice), you may request a credit or partial refund for that milestone proportional to the delay, unless the delay was caused by circumstances outside our control or by client-side delays.

For standalone technology consultation sessions (fixed-duration advisory calls or workshops): • Cancellations made more than 48 hours before the scheduled session: full refund of any prepaid session fee. • Cancellations made within 48 hours of the scheduled session: no refund is available. You may, at our discretion, reschedule to an alternative time without additional charge. • No-shows (failure to attend without prior notice): no refund or reschedule credit is provided. • If PRISM AI cancels or reschedules a session, a full refund of any prepaid fee will be issued, or the session rescheduled at your preference.

The following are not eligible for a refund: • Work already completed and accepted by the client at any stage of the project • Third-party costs incurred on the client's behalf (hardware, software licences, API subscriptions, cloud credits) — these are passed through at cost and are subject to the relevant third-party vendor's refund policy • Custom-developed software, firmware, models, or system designs that have been delivered and accepted • Consultation time already rendered and confirmed by the client

To request a refund, please contact us in writing at amal.g@prismai.com.au with: 1. Your name and organisation (if applicable) 2. The project or engagement reference and relevant invoice number(s) 3. A clear description of the reason for your refund request 4. Any supporting documentation We will acknowledge your request within two (2) business days and aim to resolve it within ten (10) business days. If we require additional information, we will contact you promptly. Approved refunds will be processed via the original payment method within seven (7) business days of resolution.

If you are dissatisfied with our decision regarding your refund request, we encourage you to escalate the matter for internal review by contacting amal.g@prismai.com.au and requesting that the matter be reviewed. We are committed to reaching a fair and prompt resolution for all legitimate concerns.

For any questions about this Refund Policy, please contact: PRISM AI Email: amal.g@prismai.com.au Website: prismai.com.au