Refund Policy

All payments are final

A stage is a separate order. Its price is stated in the scope you accept, and the invoice for it appears in your panel before work starts.
Maintenance and dedicated developer plans are monthly or yearly subscriptions. You pay for the team time and the service level of the period, and that period is made available in full when it begins.
You can stop after any stage without paying for stages you have not accepted, and you can cancel a plan in the panel at any time. Cancelling stops future renewals and does not reverse a payment already taken.
By paying, you ask us to begin the work immediately and acknowledge that statutory rights of withdrawal that depend on work not having started no longer apply once it has.

What is never refunded

Changing your mind, a change of priorities or a cancelled project after a stage has started.
Hours in a plan that were not used. Plan hours belong to the month they are billed for and do not roll over.
A renewal charged because the plan was not cancelled before the renewal date.
The remainder of a paid period after cancellation. Access and hours run to the end of the period and are not pro-rated.
Buying the wrong plan, period or scope.
Work that matches the scope you accepted. Defects in an accepted stage are fixed under the warranty in the terms.
Delays caused by missing feedback, access or materials on your side.

The only exceptions

We refund only the affected charge, only in these cases and only when the records support the claim.

Duplicate charge. You were billed twice for the same stage or period because of a fault in our billing.
Unauthorised charge. Someone used your payment method without your authority, you report it within 14 days of the charge, and the records of ours and of our payment provider confirm it.
Complete failure of service. A confirmed fault on our side made a paid plan entirely unusable for a continuous period, you reported it at the time, and we could not resolve it.

A refund, where granted, is paid to the original payment method and is limited to the amount paid for the affected stage or period.

How to request a refund

Write to [email protected] within 14 days of the charge. Give the email of your account, the date and amount of the charge and which exception applies. We review requests in the order received and reply in writing. Requests sent after 14 days are not considered.

What we keep on record

For every payment we keep the date, the stage or plan and its price, your acceptance of the scope and of the terms, the invoice and the payment confirmation, and the activity log of your account. Our payment provider keeps its own record, including the result of bank authentication. Claims are assessed against these records.

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