Refund policy
This policy sets out how refunds and credits work for the engagements we take on. It applies to business customers, since we do not serve consumers.
We provide services exclusively to businesses and organizations. We do not offer consumer or personal-device support. Minimum engagement: organizations with 10 or more staff who need access.
Before work begins
If an organisation cancels a fixed-scope engagement before any work has started, amounts already invoiced for undelivered work are refunded in full. Where design work has already begun, we refund the portion that has not been carried out and we will show you plainly how that figure was reached, rather than applying a flat charge.
After work has begun
Once a design, a rollout or a period of operation has started, the work performed to that point is chargeable. For a fixed-scope engagement we refund the difference between what was paid and the value of the work completed, calculated against the milestones in the agreed scope. For a managed plan, we refund any full month that has been invoiced but not yet delivered, and the current month is settled according to the days already served.
Service credits
Where we fail to meet a published commitment, our first response is to put it right. Where a failure is significant or repeated, we apply a service credit to the next invoice. Credits reflect the commitment missed and the effort caused, and we agree the figure with your point of contact rather than applying a hidden formula.
What is not refundable
- Work that has already been completed and accepted at a milestone.
- Periods of a managed plan during which the service was provided as agreed.
- Third-party charges already committed on your behalf and disclosed in advance.
- Amounts withheld because the arrangement could not proceed for reasons within the organisation's control.
How to request a refund
Write to [email protected] with the engagement reference, the amount in question and a short note of the situation. We will acknowledge the request, look at the record, and respond with a decision and an explanation. Where we agree the refund, it is returned by the original method of payment within thirty days.
Our approach
We would rather reach a fair position quickly than argue over a technicality. Where we have delivered something short of what we promised, we will say so and make it right. Where a request falls outside this policy, we will still look at it honestly, because a relationship built over years is worth more to us than a single invoice.