Refund policy

The short version

• Work you have paid for but that we have not started is refunded in full, within 14 days of the payment.
• Work already in progress is settled pro rata: you pay for the hours delivered, the unused balance comes back.
• Work delivered and accepted is not refundable, but if it is defective we fix it.
• If we cannot deliver, you get everything back that you have not had value for, whatever the stage.
• Ask by email. Refunds are approved or refused within five business days, and reach you within 10 business days of approval.

What you are buying

We sell consulting services: Windchill implementation, customization and integration, upgrades and migration, CI/CD pipelines, and managed support and training. Each engagement runs against a written proposal, statement of work or order that names the scope, the deliverables and the price. This policy explains what happens to money already paid when an engagement is cancelled, and it forms part of our terms of use.

Delivery and shipping

Everything we sell is delivered electronically or performed by our consultants, remotely or at your site. We do not sell, stock or ship physical goods. Nothing is posted, no shipping charge or customs duty is ever added to an invoice, and there is no delivery window to wait out. That also means a refund never depends on returning anything to us.

Before work starts

A deposit, a prepaid block of hours or a milestone paid up front is refunded in full if you cancel before we begin, provided you tell us within 14 days of the payment. After that window, and still before we begin, we refund the amount less any third-party cost we have already committed on your behalf, such as a non-refundable travel booking. We tell you what that cost is before you decide.

Once work has started

You can stop an engagement at any time. We invoice the hours delivered and the expenses committed up to the day you tell us, at the rate in the agreement, and refund the rest of what you have paid. On a fixed price we value the work at the proportion of the agreed deliverables completed, and we show you the working. Any work in progress is handed over in a usable state, with its documentation, before the account is closed.

Work delivered and accepted

Consulting time that has been delivered and accepted is not refundable. It cannot be returned or resold, and the value of it is already in your systems. What you have instead is a warranty: if a deliverable does not do what the statement of work says it does, tell us within thirty days of acceptance and we correct it at our cost. If we cannot correct it in a reasonable time, we refund the fee for that deliverable.

Training and workshops

Cancel a scheduled session more than ten business days before it starts and the fee is refunded in full. Inside ten business days we hold the fee as a credit against a later session, because the consultant's time is already blocked and the travel is usually booked. If we cancel or reschedule a session, you choose between a new date and a full refund.

Support plans and retainers

Support plans and retainers are invoiced in advance for the period ahead. Cancel with thirty days' written notice and the plan runs to the end of the period you have paid for, which is not refunded because the capacity was reserved for you. Whole periods invoiced beyond that are refunded in full. If the plan has a committed response time and we miss it repeatedly, tell us and we will agree a credit.

If we cannot deliver

If we cancel an engagement, cannot staff it, or cannot complete it for a reason on our side, you get a full refund of everything paid for work not delivered. That applies at any stage and is not limited by the windows above.

Duplicate and incorrect payments

A payment taken twice, an invoice paid at the wrong amount, or a charge you do not recognise is refunded in full as soon as we have confirmed it, without any of the conditions on this page applying.

How to ask for a refund

Write to contact@baselineplm.com with the invoice number, the amount and what you want refunded. Do not use a payment provider's dispute form as a first step; it freezes the amount and slows the answer down.

• We acknowledge the request within two business days.
• We approve or refuse it, in writing and with a reason, within five business days.
• An approved refund is issued within 10 business days, to the method you paid with. A card refund then takes as long as your bank takes, usually a further five to ten business days.
• Refunds are made in the currency you were invoiced in. We do not cover the difference if the exchange rate has moved.

Chargebacks

If you think a charge is wrong, tell us before you tell your bank. We would rather refund a genuine mistake in a few days than spend weeks on a dispute. If a chargeback is raised on an invoice for work we delivered, we will answer it with the signed agreement, the timesheet and the acceptance record.

Changes to this policy

We may change this page as the business changes. The version published here on the day you paid is the one that applies to that payment, and the date below tells you which version that is.

Questions

Baseline PLM LLC answers refund questions at contact@baselineplm.com and on+1 (307) 445-9096.

Last updated: 10 September 2026