1. Fixed Price Services — Refund Conditions
Full Refund
- We cannot deliver the promised service within the defined scope
- The service is delivered but does not function as described (verified by our team)
- We cancel the order before work begins
No Refund
- Service was delivered successfully and accepted by the client
- The issue was outside the defined scope (we notify you before starting)
- You provided incorrect information that prevented delivery
- The issue was caused by third-party services outside our control
2. Custom Development Projects
Fixed-Price Custom Projects
- Upfront payment (50%) is non-refundable after work begins
- If we fail to deliver milestones as agreed, milestone payments are refunded
- If the project is cancelled by the client mid-development, we invoice for work completed at an agreed hourly rate; the remaining balance is refunded
Dedicated Team / Time & Materials
- Monthly retainer fees are non-refundable for the current billing period
- Future months can be cancelled with 30 days written notice
3. How to Request a Refund
To request a refund, send an email to [email protected] with the subject line "Refund Request — [Order/Project Reference]". Include a description of the issue and the expected versus delivered result. We will respond within 3 business days. Approved refunds are processed within 10 business days.
4. Payment Reversal
Refunds are processed via the original payment method:
- Bank transfer (SWIFT/SEPA) — 3–7 business days
- Stripe / Credit card — 5–10 business days
- PayPal — 3–5 business days
5. Disputes
If a refund request is disputed, we offer mediation through a mutually agreed third party. Governing law for all disputes: Republic of Moldova.
Need to Request a Refund?
Email [email protected] with the subject "Refund Request — [Order Reference]". We respond within 3 business days.