1. Scope

This Refund Policy applies to all services ordered through the LuDuan platform. It forms part of the LuDuan legal framework and is acknowledged at order placement.

2. Refund Eligibility

• Before work commences: Full refund of any amounts paid, minus any non-refundable processing fees (if applicable), provided the order has not yet been assigned to a consultant and no work has started.
• After work commences: Where work has begun, refunds are calculated on a pro-rata basis based on the proportion of work completed, as reasonably determined by LuDuan.
• Unsatisfactory deliverable: If a deliverable does not meet the service description, we will at our discretion either revise the deliverable at no additional charge or provide a partial refund proportional to the deficient portion of the work.
• Client-requested cancellation: Cancellation mid-engagement may be subject to charges for work already performed; any balance will be refunded.

3. Non-Refundable Situations

• Where deliverables have been fully provided and accepted by the client.
• Where the client has failed to provide required information or access, causing the engagement to be abandoned or terminated.
• Where the request arises from a change in the client's circumstances or priorities, after work has substantially commenced (more than 50% complete).
• Fees for third-party services or expenses already incurred (e.g., tooling, certifications, external specialists) are non-refundable once incurred.

4. How to Request a Refund

Refund requests must be submitted in writing to ai@luduan.io within 14 days of the relevant event (e.g., delivery of unsatisfactory work or cancellation), stating the order ID and the reason for the request. This 14-day timeframe is explicitly brought to your attention at order placement. LuDuan will respond within 10 business days.

5. Processing

Approved refunds will be processed within 14 business days to the original payment method. Where payment was made through a third-party payment gateway, refund timing may be subject to that gateway's processing schedule.

6. Disputes

Refund disputes are subject to the dispute resolution provisions in the Service Terms.

Relationship with Other Documents

This document forms part of the LuDuan legal framework together with the Non-Disclosure Agreement, Data Sharing Consent, Disclaimer, Penetration Test Authorization, Service Terms and Refund Policy. Where there is any conflict, the order of precedence is: Penetration Test Authorization, NDA, Data Sharing Consent, Disclaimer, Service Terms, Refund Policy, unless expressly agreed otherwise in writing. All documents acknowledged at order placement together constitute the agreement governing your engagement with LuDuan.