Refund Policy

This Refund Policy describes the terms under which AO Engineers, LLC ("AO Engineers," "we," "us," or "our") may issue refunds or credits in connection with professional structural engineering consulting services. Because our services involve the professional time and expertise of licensed engineers, our refund terms reflect the nature of professional consulting engagements. Please read this policy carefully before engaging our services.

1. Nature of Professional Engineering Services

AO Engineers provides professional structural engineering consulting services that involve the deployment of licensed engineer time, expertise, travel, and resources. Unlike the sale of a physical product, professional engineering services are largely non-recoverable once performed. Engineering time spent reviewing documents, traveling to a site, conducting an inspection, performing analysis, and preparing reports cannot be recaptured once expended.

This fundamental characteristic of professional services is reflected in our refund policy. We are committed to providing high-quality, professional engineering services and to resolving any legitimate concerns about our work. However, refunds for completed professional services are limited in accordance with the terms described below.

2. Engagement Agreements and Fee Structures

All professional engineering services are performed pursuant to a written engagement agreement that specifies the scope of services, fee structure, and payment terms. Fee structures used by AO Engineers include:

• Fixed Fee: A predetermined fee for a defined scope of services, such as a residential structural inspection with written report. Fixed fees are agreed upon prior to commencement of services.
• Hourly Rate: Fees calculated based on actual time expended by engineering personnel at agreed-upon hourly rates. Hourly engagements may include an estimated fee range that is not a guarantee of final cost.
• Retainer: An advance payment against which services are billed as performed. Unused retainer balances may be refundable subject to the terms of the engagement agreement.

3. Project Cancellation by Client

Cancellation Before Services Commence

If a client cancels an engagement before any engineering services have been performed — including before any document review, site inspection, or engineering analysis has begun — AO Engineers will refund any advance payment or retainer in full, less any non-refundable administrative fee specified in the engagement agreement. Cancellations must be communicated in writing by email to info@aoengllc.com.

Cancellation After Partial Performance

If a client cancels an engagement after engineering services have commenced but before completion, AO Engineers will retain compensation for all services performed through the date of cancellation, calculated at the applicable hourly rate or as a proportional share of a fixed fee, plus any reimbursable expenses incurred. Any advance payment or retainer in excess of earned fees and expenses will be refunded to the client within thirty (30) business days of the cancellation notice.

Cancellation of Scheduled Inspections

For scheduled on-site inspections, the following cancellation terms apply:

• Cancellation with more than 48 hours notice: No cancellation fee. The inspection may be rescheduled at no additional charge, subject to engineer availability.
• Cancellation with 24 to 48 hours notice: A cancellation fee equal to 25% of the inspection fee may be assessed to cover scheduling and preparation costs.
• Cancellation with less than 24 hours notice or no-show: A cancellation fee equal to 50% of the inspection fee may be assessed. This fee reflects the non-recoverable cost of scheduling, preparation, and lost opportunity for other client work.

Cancellation fees for inspections may be waived at AO Engineers' discretion in cases of documented emergency or circumstances beyond the client's control.

4. Project Cancellation by AO Engineers

AO Engineers reserves the right to cancel or decline any engagement at our discretion, including situations involving conflicts of interest, scope beyond our expertise or licensure, safety concerns, or non-payment of fees. In the event of cancellation by AO Engineers before services commence, any advance payment will be refunded in full. In the event of cancellation after partial performance, the client will be billed only for services actually performed and expenses incurred through the cancellation date.

5. Disputes Regarding Work Quality

AO Engineers is committed to providing professional-quality engineering services. If you have a concern about the quality or completeness of engineering work we have performed, we encourage you to contact us promptly to discuss the issue. We will review your concern and, if warranted, take corrective action at no additional charge.

Refunds based on dissatisfaction with engineering findings or opinions are not available. Engineering findings and opinions reflect the professional judgment of licensed engineers based on observed conditions and available information. We cannot issue refunds because a client disagrees with our engineering conclusions or because our findings revealed unexpected structural conditions.

If you believe that engineering services were performed negligently or fell below the applicable standard of care, please contact us in writing with a detailed description of your concern. We will investigate the matter and respond. If we determine that a service deficiency occurred, we may at our discretion provide corrective services, a partial credit, or a partial refund, depending on the nature and extent of the deficiency.

6. Report Delivery and Acceptance

Engineering reports are delivered electronically in PDF format. Reports are considered delivered and accepted upon transmission to the client's designated email address. If you identify a factual error (such as an incorrect property address or typographical error) in a delivered report, please notify us within ten (10) business days of delivery and we will issue a corrected report at no charge. Requests for substantive changes to engineering findings or opinions after report delivery are outside the scope of the original engagement and may require an additional fee.

7. Retainer Refunds

For engagements conducted on a retainer basis, AO Engineers will provide a final accounting of services performed and expenses incurred upon completion or termination of the engagement. Any unused retainer balance remaining after final accounting will be refunded to the client within thirty (30) business days, less any amounts owed for services performed or expenses incurred that exceed the retainer balance.

8. Reimbursable Expenses

Reimbursable expenses incurred by AO Engineers in connection with a project — including travel expenses, mileage, laboratory fees, permit fees, and similar out-of-pocket costs — are not refundable once incurred, regardless of project cancellation or termination. Reimbursable expenses are billed at actual cost and are documented in our invoices.

9. Payment Disputes

If you dispute a charge on an AO Engineers invoice, please contact us in writing within fifteen (15) business days of the invoice date. We will review the disputed charge and respond within ten (10) business days. Undisputed portions of an invoice remain due and payable by the original due date. Failure to dispute an invoice within the fifteen-day period constitutes acceptance of the charges.

10. Refund Processing

Approved refunds will be processed within thirty (30) business days of the determination that a refund is warranted. Refunds will be issued by the same payment method used for the original payment where practicable. AO Engineers is not responsible for delays in refund processing attributable to financial institutions or payment processors.

11. Limitation on Refunds

The maximum refund available under any circumstances is limited to the fees paid to AO Engineers for the specific services at issue. AO Engineers is not responsible for consequential damages, lost profits, or other losses arising from the provision or non-provision of engineering services, as further described in our Terms and Conditions.

12. Applicable Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the Commonwealth of Kentucky. Disputes regarding refunds that cannot be resolved through direct communication shall be subject to the dispute resolution process described in our Terms and Conditions.

13. Contact for Refund Requests

All refund requests and cancellation notices must be submitted in writing to:

Please include your name, project address, engagement date, description of the services at issue, and the reason for your refund request. We will acknowledge receipt of your request within two business days and provide a substantive response within ten business days.