1. Scope of this refund policy
This refund policy provides general guidance for a business offering custom digital services. Examples include design, software development, ERP and CRM systems, automation, infrastructure support, hosting-related implementation, and related consulting work.
It is not a substitute for the specific commercial terms attached to an actual project, proposal, invoice, or signed agreement.
2. Custom work and completed effort
Custom consulting, architecture, strategy, design, development, integration, and implementation work are generally evaluated in the same way. The review looks at effort already performed, decisions already delivered, and milestones already completed.
This kind of work is often bespoke and time-based. For that reason, completed work is not treated in the same way as an unused off-the-shelf product.
3. Deposits and milestone payments
Deposits and milestone payments may be used to reserve time, begin delivery, or cover a defined phase of work. Whether a payment is refundable depends on the engagement structure and the amount of work already performed.
If a project has already started, any refund review should take into account research, discovery, planning, implementation, revisions, and handoff status.
4. Hosting, subscriptions, and third-party costs
Domain registrations, hosting plans, software licenses, provider subscriptions, payment processing costs, and other third-party expenses may be non-refundable. This applies once they are purchased, activated, or committed.
Where those costs form part of a client engagement, they may be excluded from refund treatment. This can apply even if another part of the project is still under discussion.
5. Grounds for review
A refund discussion may be reviewed where there is a documented dispute about delivery status, scope alignment, payment treatment, or a materially unresolved project issue.
The business may request written clarification, project records, approval history, or communication evidence before making a refund decision.
6. Non-refundable situations
As a general rule, some situations are unlikely to qualify for a full refund. These are fully delivered consulting time, approved strategy work, completed design or development work, already purchased third-party items, and work delayed by client-side non-cooperation.
7. How to request review
A refund request should be sent through the engagement channel. It should include the project name, the relevant invoice or milestone, the reason for the request, and the specific part of the engagement being disputed.
General statements without project context are usually not enough to review a technical or commercial dispute properly.