Refund & Cancellation Policy

This policy applies to custom software development and related services. It is written to be clear about what is and is not refundable, because a disagreement about that helps nobody.

1. Before work begins

If you cancel before we have started work, your advance is refunded in full, less any third-party costs already incurred on your behalf (for example a domain purchase). Tell us in writing at [email protected].

2. After work has begun

Once work has commenced, the advance covers time already committed and is non-refundable. If you cancel mid-project:

• You are billed for work completed up to the cancellation date.
• Anything paid beyond that amount is refunded.
• You receive the work completed to date, provided the amount billed has been paid in full.

"Work has commenced" means we have begun design or development after your kickoff, not merely received your payment.

3. If we cannot deliver

If we are unable to deliver what was agreed in the scope document, and cannot correct it within a reasonable period, you receive a full refund of amounts paid for the undelivered portion. This is our obligation and you should hold us to it.

4. Delays

Where a delay is caused by us, we will agree a revised timeline with you and, for a substantial delay, a reasonable adjustment. Delays caused by awaited content, feedback, access or approvals from you do not qualify for a refund or adjustment.

5. Support retainers

Monthly support retainers may be cancelled with 30 days' written notice. The current month is not refunded; the service runs to the end of the paid period. Unused change hours do not carry forward.

6. Subscription services

Where a service is billed monthly (for example Synaptic Sales AI), you may cancel at any time and the service continues to the end of the paid month. Setup fees are non-refundable once configuration has begun. Monthly fees already paid are not refunded on a pro-rata basis.

7. What is never refundable

• Third-party costs already paid on your behalf (domains, developer accounts, API credits, licences).
• Work already delivered and accepted.
• Consumed compute or API usage.

8. How to request a refund

Email [email protected] with your order or invoice number and the reason. We respond within 3 business days. Approved refunds are paid to the original payment method within 7 to 10 business days.

9. Disputes

If you are unhappy, contact us first — most disputes come from a misunderstanding of scope and are resolved in a conversation. Failing that, the governing law and jurisdiction in our Terms & Conditions apply.