Refund Policy

1. Overview

CliEvi provides specialized, knowledge-intensive research and analytical services. Because significant intellectual effort, data infrastructure, and expert time are invested from the moment a project commences, our refund policy reflects the actual work completed at each stage. We strive to be fair, transparent, and responsive in resolving any concerns.

2. Project-Based Billing

Most CliEvi projects are billed as one of the following:

• Fixed-fee projects — a single price for a defined deliverable (e.g., a systematic review, HEOR report)
• Milestone-based projects — payment is split across defined project phases (e.g., protocol, data extraction, analysis, report)
• Retainer/hourly engagements — billed for time spent at agreed rates

The applicable billing structure is specified in the project proposal or Statement of Work (SOW). Refund eligibility depends on this structure and the stage of work at the time of cancellation.

3. Cancellation Before Work Begins

If a client cancels a project before any substantive work has commenced (typically within 48 hours of a signed agreement or deposit payment, and before data access or team allocation has occurred):

• A full refund of any advance payment will be issued, minus any non-refundable bank or processing fees

Clients should notify CliEvi in writing (email) as early as possible to qualify for a full refund.

4. Cancellation After Work Has Commenced

Once work has begun, the following applies:

• The client will be charged for all work completed to date, calculated on a pro-rated or milestone basis as specified in the SOW
• Any balance of advance payment beyond the amount for completed work will be refunded
• If the work completed exceeds the advance payment received, the client will be invoiced for the difference

"Work commenced" includes activities such as database searches, data access, team briefings, protocol drafting, analysis planning, or any research activity conducted on behalf of the client.

5. Quality Concerns & Revisions

CliEvi is committed to delivering high-quality, accurate research outputs. If a deliverable does not meet the agreed specifications:

• Clients should raise concerns in writing within 10 business days of delivery
• CliEvi will review the concern and, where valid, will revise the deliverable at no additional cost
• If CliEvi is unable to address the concern satisfactorily after a good-faith revision effort, a partial or full refund may be considered on a case-by-case basis

Quality concerns arising from a change in client requirements after delivery do not qualify for revision or refund without additional scoping and fee adjustment.

6. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• Third-party database access fees or licenses procured on behalf of the client (e.g., TrinetX, proprietary datasets)
• Rush or expedited service surcharges, once work has begun
• Project management and coordination fees for completed phases
• Any work completed and accepted by the client

7. Refund Scenarios at a Glance

8. Refund Process

To request a refund or raise a billing concern:

• Email This email address is being protected from spambots. You need JavaScript enabled to view it. with your project reference and the reason for your request
• We will acknowledge your request within 2 business days
• Eligible refunds will be processed within 10–14 business days via the original payment method

9. Contact

For billing questions or refund requests, reach us at This email address is being protected from spambots. You need JavaScript enabled to view it. or visit clievi.com.