Refund Policy

1. Accepting this policy

Engaging us, authorising work, paying an invoice, approving a scope, or granting system access means this policy applies. That holds whether the work was agreed by signed agreement, invoice, written approval, or verbally.

2. One-time work

Quotes and deposits. Every job is quoted as a fixed price before work begins, built from our published price list. Under $1,500 takes a 50% deposit with the balance at delivery; $1,500 and above takes 25% with the balance at delivery. The minimum engagement is $250.

Once work has begun the deposit is non-refundable. It covers planning, design, and time already committed before anything visible exists.

If the scope grows. Work pauses and you choose in writing: swap something of similar size out at no change in price, push the addition to a later job, or approve a revised figure. Nothing proceeds until you decide, and nothing is added to your bill without your approval.

Unusual engagements. Some work involves heavy investigation up front, such as reverse-engineering an undocumented platform or matching an existing system feature for feature. These carry a separate investigation fee, stated in the agreement. Once that work has started, the same non-refundability applies.

Payment plans. The delivery balance may be split across one to six months with a 5% financing fee on that balance. You choose the term at delivery. The system is handed over on signing, and the first payment runs 30 days later. Handover is not conditional on the plan completing.

Delivery and the error window. You have five business days from delivery to report anything that does not work as scoped. We fix those at no charge. Continued use after that window is treated as acceptance.

When refunds apply. If we cannot deliver what was scoped, a refund is considered. Changing your mind, preferring something different, or wanting things outside the agreed scope are not refund grounds. Raising a chargeback without contacting us first is a breach of this policy.

3. Changes after handover

Changes to a live system are quoted from the same published price list as any other work, with any Care change allowance applied first. Once approved and started, they follow the same non-refundability terms.

4. Continuum Care

Care is billed monthly in advance and is non-refundable for the month in progress, because each payment reserves monitoring and response capacity whether or not anything breaks.

One month minimum, then month to month. Either party may end it with 14 days' written notice. You may pause for up to 30 days a year with 7 days' notice; your systems keep running while monitoring is suspended.

Discounted first jobs. Where a first job was discounted against a signed 12-month Care term and Care is cancelled before that term completes, the discounted portion of the job becomes payable. This is stated in the agreement before signing and is the only condition attached to leaving.

5. Software subscriptions

Software you use is bought in your name on your card, directly from the vendor. We never hold your licenses and never bill you for them, so refunds on software are between you and that vendor. What we charge for is the work of setting it up and looking after it.