Short version: you are not charged for the free walkthrough, hardware is passed through at cost and returnable while it is still returnable, and once work has been done it is billed for the hours actually worked.

The free basic walkthrough. No charge, so nothing to refund. Up to an hour, on a weekday evening by agreement.

A booked assessment, cancelled before we start. Tell us before the agreed start time and there is nothing to pay. There is no cancellation fee.

An assessment already under way. Billed for the time actually spent at $125 per hour, capped at the fixed fee we quoted, and we deliver what has been documented so far. A fixed fee is a ceiling, not a minimum: if the work stops early you pay for the hours, not the quote.

Installation and configuration work. Billed for the hours actually worked, within the ceiling on the accepted quote. Work you asked us to stop is work we stop.

Hardware. Itemised at our documented cost. Selling it without a markup does not remove your rights against us as the seller, and you did pay us for it, so it is refundable on the terms below like anything else. Each quote states, per item, whether the supplier accepts returns and within what window, and any restocking fee. While an item is unopened and uninstalled you may return it on those terms, at your cost for return transport, and we pass through every credit the supplier gives. Installed hardware is yours; if it fails, the manufacturer's or supplier's warranty applies and we help you claim under it. Separately, if what we supply is faulty or is not what the quote described, we replace it or credit it against your next invoice, at your choice — that is not a returns question and it does not wait on the supplier. Supplier terms do not limit remedies you have against us under applicable law, including a refund where required; you do not have to buy another service to exercise that right.

Monthly support plans. Support continues under your signed agreement until ended. For the business support plan described here, send written cancellation to hello@torreyline.com. The plan ends 30 days after receipt; fees run through that date and prepaid amounts are reconciled under Schedule A. This notice period does not override applicable cancellation rights. The free walkthrough does not enroll you in a paid plan.

A referral credit is credit against your own next invoice. It is not cash and is not refundable as cash.

How to ask. Email hello@torreyline.com with the invoice number and what you would like refunded. We aim to answer within 5 business days. For an ended engagement, Schedule A calls for a final statement within 14 calendar days after the agreement ends and any resulting refund within 14 calendar days after that statement is sent, including reconciliation of prepaid support days. Existing accepted commitments and applicable rights remain.

If we disagree. Tell us which entry and why; the undisputed part of an invoice stays due while we sort out the rest. We do not withhold your records, your configuration or your access revocation over a disputed invoice — ever, and whatever is owed.

Your accepted agreement and incorporated schedules govern paid work in their stated order of precedence. Schedule A governs its specified subjects, including final accounting and hardware returns. Nothing here removes a right that cannot lawfully be waived.

Refund policy