Refund policy
This policy explains how cancellation, deposits, completed work, third-party costs, overpayments, and defect claims are reviewed; it does not replace mandatory consumer rights.
- Effective date
- August 1, 2026
- Version
- 2.0
1. Scope and mandatory rights
This policy applies to amounts paid under an accepted quote. It does not create an unconditional cancellation right and does not limit any refund, cooling-off, repair, replacement, or other remedy required by applicable law. Where the accepted quote contains a lawful project-specific refund term, that specific term applies to the extent it is consistent with mandatory law.
2. How to request review
Submit a request through the customer support or contact channel, identifying the quote, payment, requested amount, reason, and relevant evidence. Do not send full card or banking credentials. We may ask for clarification, delivery feedback, or payment confirmation needed to match the request to the correct record.
3. Before work starts
If work has not begun, capacity has not been materially reserved, and no non-refundable cost has been committed, the unspent amount may be eligible for refund. Eligibility is reviewed against the accepted quote, the actual project state, and applicable law rather than assumed from the date of the request alone.
4. Deposits and reserved capacity
A deposit may cover discovery, planning, setup, risk taken in reserving delivery capacity, and work performed before the next milestone. It is not automatically refundable and is not automatically forfeited. Any retained portion must correspond to the accepted quote, value already provided, reasonably committed capacity or cost, and applicable law.
5. Work already performed
Completed discovery, design, development, configuration, review, project management, delivery, or support is ordinarily chargeable even if the customer later decides not to use it. When an engagement ends early, we review completed milestones, demonstrable work in progress, reusable versus customer-specific value, and prepaid amounts to determine whether any balance remains refundable.
6. Third-party and transfer costs
Domains, licences, cloud usage, paid APIs, platform fees, payment fees, currency conversion, bank charges, and other third-party commitments may be non-refundable or refundable only under the provider's terms. We will not retain a recovered third-party amount as though it remained committed. Allocation of fees, taxes, and exchange differences follows the quote, provider rules, and applicable law.
7. Defects and service remedies
A reproducible defect within the delivered and accepted scope should first be reported through after-sales support with the evidence reasonably needed to investigate it. Depending on the circumstances and mandatory law, an appropriate remedy may be correction, redelivery, a proportionate adjustment, or refund. A refund is not automatically owed before a reasonable opportunity to verify and remedy an in-scope defect, unless applicable law provides otherwise.
8. Scope changes and revision limits
A new feature, changed preference, new platform requirement, customer or third-party modification, or request beyond the included revision allowance is not by itself a failure of the original delivery. Such work is handled through remaining included revisions, a change agreement, or a new quote. This does not affect remedies for a genuine defect in the accepted scope.
9. Duplicate, excess, or misdirected payments
A verified duplicate or excess payment is eligible to be returned after the funds have cleared and the destination is validated, less only deductions permitted by law or unavoidable unrecovered provider charges. A payment sent to incorrect details outside our control may require cooperation with the relevant bank or provider and cannot be treated as received until confirmed.
10. Calculating a partial refund
A partial refund review starts with the amount actually received and may account for accepted milestones, documented work in progress, reserved capacity where enforceable, delivered value, non-recoverable third-party costs, previous credits or refunds, and mandatory rights. We will explain the principal basis of the decision. No refund can exceed the corresponding amount actually received.
11. Method and processing time
An approved refund is recorded against the related payment and, where reasonably possible, returned through the original route. Identity, fraud, sanctions, banking, or provider checks may be required. We do not promise a fixed approval or arrival time because processing depends on the facts and external providers; any estimate given for a particular case is not a general service-level commitment.
12. Non-qualifying requests
A request may be declined to the extent it concerns accepted and properly delivered work, an unsupported change of mind after committed work, customer-caused delay or failure, use outside documented requirements, an expired voluntary remedy, or cost that cannot lawfully or contractually be recovered. It will not be declined where mandatory law requires a remedy.
13. Disputes and policy changes
If you disagree with a decision, reply through support with the disputed calculation or evidence so it can be reviewed. The parties may pursue any non-waivable remedies available under applicable law. Material policy changes receive a new version and effective date; they do not retrospectively remove rights attached to an already accepted quote.