This page is a drafting framework, not legal advice. Have your own counsel review and adapt it before publication — consumer, contract and financial-services obligations vary by jurisdiction.
How payments are structured
We invoice against delivery stages rather than time, so each payment corresponds to work that has been handed over. This is what makes a refund position assessable rather than a negotiation.
When fees are refundable
What is not refundable
- Third-party costs already incurred on your behalf: audit fees, licences, infrastructure, app store fees.
- Work completed and delivered to specification, including where a project is subsequently cancelled.
- Delays caused by client-side dependencies such as access, decisions, content or credentials.
- Outcomes outside our control: regulator decisions, banking rejections, market conditions, third-party API changes.
- Commercial performance of a delivered platform.
Cancellation by either side
How to raise a refund request
Put it in writing
Email [email protected] — confirm address with the invoice reference and the reason.
Acknowledgement
We acknowledge within X business days and tell you who is handling it.
Review
We assess against the signed agreement and the stage outputs delivered, and respond in writing with reasoning.
Resolution
Approved refunds are processed within X business days to the original payment method where possible.
Escalation
If you disagree with the outcome, state your escalation route — senior review, mediation or the dispute clause in the agreement.