For this reason, we offer a Client Satisfaction Refund Policy subject to the terms below.
In this Policy, “the Company”, “we”, “us” and “our” mean [PLACEHOLDER: LEGAL ENTITY NAME], and “Client”, “you” and “your” mean the person or business engaging us under an Agreement.
1. Our commitment to client satisfaction
If a client is genuinely dissatisfied with the services provided, we encourage them to contact us as soon as possible.
We will first work with the client to understand the concern and, where reasonably possible, correct, revise, or improve the delivered work in accordance with the agreed project scope.
If the issue cannot reasonably be resolved and the client remains dissatisfied, we may provide a partial or full refund, depending on the circumstances and the amount of work completed.
2. Requesting a refund
Clients must submit a refund request in writing through:
Email: [PLACEHOLDER: CONTACT EMAIL for privacy and legal requests]
The request should explain the reason for dissatisfaction and identify the specific services, deliverables, or functionality that are not meeting the agreed requirements.
We may request additional information or arrange a meeting with the client to understand and resolve the concern.
3. Opportunity to resolve the issue
Before processing a refund, we will generally provide [PLACEHOLDER: LEGAL ENTITY NAME] with a reasonable opportunity to address legitimate concerns.
Depending on the circumstances, we may:
- Correct bugs or defects;
- Make reasonable revisions;
- Adjust functionality to match the agreed requirements;
- Provide additional clarification or support; or
- Propose another reasonable solution.
Our objective is to resolve the issue rather than simply terminate the project.
4. When a refund may be provided
A refund may be considered where:
- The delivered work materially differs from the agreed project requirements;
- A significant portion of the agreed service has not been delivered;
- [PLACEHOLDER: LEGAL ENTITY NAME] is unable to complete the agreed scope;
- A legitimate project issue cannot reasonably be resolved;
- [PLACEHOLDER: LEGAL ENTITY NAME] and Client mutually agree to terminate the project; or
- Other circumstances justify a refund under the applicable Agreement or law.
The refund amount may be partial or full, depending on the circumstances.
5. Refund for work already completed
Where development work has already been completed and delivered, [PLACEHOLDER: LEGAL ENTITY NAME] may consider the value of the completed work when determining the appropriate refund.
A full refund is not automatically guaranteed solely because the Client is dissatisfied.
[PLACEHOLDER: LEGAL ENTITY NAME] will consider factors including:
- Work completed;
- Deliverables provided;
- Milestones completed;
- Project requirements;
- Client feedback and approvals;
- Outstanding issues;
- Third-party costs; and
- The reason for cancellation or dissatisfaction.
6. Client-requested changes
A refund will not ordinarily be required where dissatisfaction results solely from requirements or preferences that were not included in the original scope.
If the Client requests new functionality, substantial changes, or additional features outside the agreed scope, those requests may be treated as additional work and may require a separate estimate or change order.
7. Client-related delays
The Client is responsible for providing timely feedback, approvals, content, credentials, access, and other information required for the project.
Where dissatisfaction or project delays result primarily from Client-caused delays, changes, lack of cooperation, or failure to provide required information, the refund amount may be adjusted accordingly.
8. Third-party services
Payments made to third-party providers on behalf of the Client may be excluded from a refund where those amounts have already been paid and are non-refundable.
Examples include:
- Cloud hosting;
- Domain registration;
- API services;
- Software licenses;
- Plugins;
- SaaS subscriptions;
- App-store fees; and
- Other third-party services.
Where a third party provides a refund, [PLACEHOLDER: LEGAL ENTITY NAME] may pass the applicable refund to the Client.
9. Final refund determination
Each refund request will be reviewed individually.
Where a refund is approved, [PLACEHOLDER: LEGAL ENTITY NAME] will confirm the approved amount and refund method in writing.
Unless otherwise required by applicable law or agreed in writing, approved refunds will be processed through the original payment method.
10. No retaliation for good-faith refund requests
Clients will not be penalized for submitting a legitimate refund request in good faith.
We encourage clients to communicate concerns directly with us so that we have an opportunity to resolve them professionally.
11. Chargebacks
Clients are requested to contact [PLACEHOLDER: LEGAL ENTITY NAME] before initiating a payment dispute or chargeback.
We will make reasonable efforts to resolve legitimate disputes directly with the Client.
Nothing in this section limits any rights available to the Client under applicable law or the applicable payment provider's rules.
12. Applicable agreement and law
This Policy forms part of the Company's applicable service terms.
If a signed Agreement, Statement of Work, or Master Services Agreement contains specific refund or termination provisions, those provisions will apply.
Nothing in this Policy is intended to waive or restrict any rights that cannot legally be waived under applicable federal or state law.
13. Our promise
We believe that successful software development is based on trust, transparency, and long-term relationships.
If we have not delivered what we agreed to deliver and the issue cannot reasonably be resolved, we are prepared to work with the Client toward a fair refund or other appropriate resolution.