We are committed to doing everything we can to resolve a problem.
This is our approach:
In the event you are not satisfied with the product or deliverables the Fractal team has delivered, please communicate in writing the information on the following criteria so we may arrive at a positive resolution:
- Customer will identify the aspects of Fractal’s deliverables that did not meet the agreed upon proposal.
- Customer will identify any non-tangible guarantees made within the proposal that Fractal did not meet.
If Fractal failed to meet our obligations as outlined in the proposal, we will provide you with a refund on your project minus any expenses incurred after executing the following documentation:
- Customer will execute documentation that releases any work product created as the sole property of Fractal if not already part of production contract.
- Customer agrees to not use or distribute Fractal’s work product in any way when conducting business in the future.
If a project has been determined to be “Closed” as outlined in the proposal, the time window for invoking Fractal’s satisfaction guarantee refund policy will also be closed.
If work on a project has already been initiated by the Fractal team, and the customer wishes to cancel their agreement with Fractal for reasons other than Fractal failing to meet the agreed upon proposal, any deposit made will be forfeit. For extenuating circumstances like medical emergencies or death, Fractal will address these instances on a case by case basis.
Fractal’s Quality Satisfaction Guarantee and Repairing a Problem step-by-step is subject to change at any time without notice.