CIA cannot commence system deployment until all of the following have been completed by the client:

• Acceptance of the CIA Master Service Agreement (MSA)

• Submission of all required organisational, operational, and staff information

• Invitation of CIA as an administrator to the client’s Connecteam account (or other nominated platform)

Once all required information, agreements, and access are received, CIA deploys systems within ten (10) business days.

3.1 Refund Eligibility Cut-Off
Refund eligibility for setup fees ends at the earlier of:
(a) thirty (30) days from the purchase date, or

(b) commencement of system deployment,

whichever occurs first. This provision applies to all CIA service plans, including Foundation Ops, Covert Ops, and Black Ops.

3.2 Commencement of System Deployment

For the purposes of this policy, commencement of system deployment means the point at which Compliance & Infrastructure Agency (CIA) begins configuring, implementing, or deploying systems, workflows, permissions, or operational structures within the client’s platform environment following receipt of required onboarding information, agreement acceptance, and administrator access.

Once system deployment has commenced, the setup fee is deemed earned and non-refundable, even if the 30-day refund window has not yet elapsed.

3.3 Failure to Complete Onboarding

If a client fails to:

• Complete onboarding

• Provide the required information

• Grant administrator access

Within the refund eligibility period, the setup fee becomes non-refundable once the cut-off described in Section 3.1 is reached.

Failure by the client to provide required inputs does not extend or suspend the refund period.

Foundation Ops

• Includes a one-time system setup and deployment

• Does not include ongoing changes, re-configurations, or re-deployments

• Setup fees are non-refundable once refund eligibility ends under Section 3

Covert Ops & Black Ops

• Include ongoing operational support and change management as part of the subscription

• Setup fees remain non-refundable once refund eligibility ends, regardless of subscription duration

Clients acknowledge that administrator access to required platforms must remain in place until:

• Any approved refund has been processed, or

• The engagement is formally concluded

CIA is not responsible for delays or disputes arising from revoked or restricted access during this period.

• Refund requests must be submitted in writing to support@ciaops.com

• CIA does not provide refunds for partial services, unused time, or delays caused by incomplete client inputs

• Approved refunds are processed to the original payment method within a reasonable timeframe

This Refund & Cancellation Policy forms part of, and must be read in conjunction with, the CIA Master Service Agreement and Terms of Engagement. In the event of any inconsistency, the Master Service Agreement prevails.