This policy explains when RemoteEngine issues refunds, the eligibility rules for each product, and how to request one. Specific commercial terms in your order form override anything stated here in case of conflict.
This policy applies to fees you pay directly to RemoteEngine — subscription fees, platform fees, setup fees, and one-off service charges. It does not cover salaries, statutory benefits, or taxes that are passed through to workers or authorities; those are not retained by RemoteEngine and cannot be refunded once disbursed.
If you sign up for an EOR, Contractor of Record, Global Payroll, or Contractor Management subscription and cancel within 30 calendar days of your first invoice, we will refund the platform fees paid for that initial period in full. This guarantee applies once per organisation and excludes situations where workers were actually engaged or paid through us during the trial window.
After the initial 30-day window, subscriptions can be cancelled at any time with 30 days' written notice. We do not pro-rate or refund fees for the notice period; the platform remains fully available until the end of that period.
Fixed-price services are governed by the milestone schedule in your statement of work. Milestone payments are non-refundable once the corresponding deliverable has been accepted. If a milestone is not delivered to the agreed acceptance criteria, we will either remediate at no additional charge or, where remediation is not possible, refund the milestone fee.
Permanent placement fees are refundable on a sliding scale if the placed engineer leaves within the guarantee window agreed in your engagement letter (typically 90 days for contract-to-hire and 12 months for direct placement). The refund decreases the longer the engineer stays before exiting.
The Build AI discovery sprint and similar paid scoping engagements are non-refundable but are fully credited against the engagement fee if you proceed within 60 days.
The following amounts pass through RemoteEngine to third parties and cannot be refunded by us once disbursed:
Send a written request to billing@remoteengine.co with your account name, the invoice number(s), the amount in question, and a brief explanation. We aim to acknowledge within 2 business days and resolve within 14 business days.
Approved refunds are returned to the original payment instrument used for the charge. Where the original payment method is no longer available, we will arrange a bank transfer to a verified account in your company's name. Currency conversion losses, where they occur, are not reimbursed.
If you believe a charge is incorrect, raise it with us within 30 days of the invoice date. Disputes raised in good faith do not require payment until resolved, provided you continue paying any undisputed portion.
We may update this policy from time to time. Changes will be effective from the date posted at the top of this page. Refund requests are assessed against the policy that was in effect at the time of the original transaction.
Questions or to start a refund? Email billing@remoteengine.co.