Refund Policy

1. Principle

We aim for a straightforward position: you should not pay for work that has not been performed, and we should not absorb the cost of work that has been performed and delivered.

This policy describes how that principle applies to each type of purchase. Nothing here limits rights that cannot lawfully be excluded.

2. Deposits on project engagements

Deposits secure delivery capacity and fund the initial discovery and planning phase. Where you cancel before any work has commenced and within seven days of payment, the deposit is refundable in full.

Where discovery, planning or design work has commenced, the deposit is refundable in proportion to work not yet performed, calculated against recorded time and any third-party costs already committed. We will provide a written breakdown.

Where a project reaches development stage, deposits are non-refundable, though unearned amounts against future milestones remain refundable on the same proportional basis.

3. Fixed-price packages

Before work commences: full refund within seven days of purchase.

After work commences but before delivery: refund of the proportion not yet performed, less any third-party costs committed on your behalf.

After delivery and acceptance: not refundable. Defects in delivered work are addressed under the 90-day warranty in our Service Agreement Policy rather than by refund.

4. Consultations and assessments

Paid consultations, planning sessions and scope reviews are refundable in full if cancelled more than 48 hours before the scheduled time.

Cancellations within 48 hours, and non-attendance, are not refundable because the time has been reserved. We will reschedule once at no charge as a courtesy where you contact us.

Once a session has taken place and the written output delivered, the fee is not refundable.

5. Software products, licences and access

Where software access or a licence key has been issued and access made available, the purchase is not refundable. This is because the deliverable has been provided in full and cannot be returned.

Where payment has been received but access has not yet been provisioned, a full refund is available on request.

Setup and configuration fees are refundable in proportion to configuration work not yet performed.

6. Subscriptions and retainers

Subscriptions may be cancelled at any time and will remain active until the end of the paid period. Part-months are not refunded, as the service remains available for the full period.

Where a subscription renewed unintentionally and no material use has been made of the service in the new period, contact us within 14 days and we will refund that period.

Retainer hours already delivered in a period are not refundable. Unused reserved hours roll forward one month as described in the retainer terms and are not refundable in cash.

7. Where a refund will not be issued

Change of business direction or internal priorities after work has been performed.

Delay caused by outstanding client dependencies, such as content, access or decisions.

Dissatisfaction with a commercial outcome, where the agreed deliverables were provided as specified.

Requests for scope not included in the agreed specification.

Software access already issued, as described above.

8. How to request a refund

Send a request to [email protected] including the invoice or order reference, the amount requested and the reason.

We acknowledge within two business days and provide a decision with reasoning within five business days.

Approved refunds are returned to the original payment method, typically within five to ten business days depending on your card issuer or bank.

If you disagree with a decision, you may escalate to a Cyntra director at [email protected] for independent review.