Trial Money Back Guarantee

When the Guarantee Applies

Felcorp's trial money back guarantee applies exclusively where Felcorp has failed to meet agreed SLA deliverables during the trial period. The guarantee does not apply to general dissatisfaction with work quality or outcomes where no specific SLA breach has occurred.

To qualify for a refund, the client must identify the specific SLA commitment that was breached and demonstrate that the non-performance is directly attributable to Felcorp. If the client cannot identify a specific breach, no refund will be issued regardless of the client's satisfaction with the work delivered.

Deemed Deliverable Requirement

For a refund to be considered, the SLA deliverables in question must have been classified as a Deemed Deliverable at the commencement of the trial. A Deemed Deliverable is a job or task that was formally scoped, assigned and accepted by Felcorp as falling within the agreed trial SLA parameters.

Work that was not classified as a Deemed Deliverable, or that was undertaken outside the agreed scope of the trial, is not eligible for refund assessment. The classification of Deemed Deliverables is established during the onboarding phase described in the Trial Service Inclusions.

What Is Excluded

The guarantee does not cover non-performance caused by factors outside Felcorp's direct control. Refunds will not be issued where the SLA was impacted by any of the following:

• Delayed or incomplete software access provided by the client
• Changes to the original scope or requirements after work commenced
• Incomplete or unclear instructions from the client
• Delays in client responses or approvals required to progress work
• Third-party system outages or dependencies beyond Felcorp's control
• Force majeure events

Where any of these factors contributed to the missed SLA, the deliverable is assessed on the basis of what was reasonably achievable given the circumstances. Felcorp is not liable for SLA shortfalls caused wholly or partly by external factors.

How a Refund Is Assessed

Refund requests must be submitted in writing through the Felcorp Portal within 14 days of the trial period ending. Each request must specify the Deemed Deliverable, the SLA commitment that was breached and the basis on which the non-performance is attributed to Felcorp.

Felcorp will review the request against the trial records including task assignments, delivery timelines, communications and quality assurance logs. Where the breach is confirmed and directly attributable to Felcorp, the refund amount is calculated proportionally against the affected Deemed Deliverables only.

Refunds are not issued as a lump sum of the full trial fee. The refund reflects the value of the specific deliverables where Felcorp's non-performance has been established. Deliverables that were completed to SLA standard are not included in the refund calculation.

Refund Limitations

The guarantee is limited to one refund assessment per trial engagement. Refund eligibility does not extend to any period beyond the original trial term, and does not apply where the client has already transitioned to a Full Time Staff Engagement.

The maximum refund payable under this guarantee is capped at the total trial fee paid. No consequential, indirect or additional costs are covered under any circumstances.