Cancellation & Refund Policy

1. Overview

At Srapsware, we strive for 100% client satisfaction. This policy outlines our cancellation and refund procedures for software development projects and services. By engaging our services, you agree to these terms.

2. Cancellation Policy

2.1 Cancellation During Discovery Phase (First 7 Days)

If you cancel within 7 days of project initiation and before development work begins:

• 100% refund of deposit minus $250 administrative fee
• You retain all discovery documents and proposals provided
• Must provide written cancellation notice

2.2 Cancellation After Development Begins

Once active development has commenced:

• You may cancel with 15 days written notice
• Payment required for all work completed to date
• Work is billed based on agreed hourly/milestone rates
• You receive all code, designs, and documentation produced
• Unused deposit is refunded within 10 business days

2.3 Project Suspension

If you need to pause your project:

• Projects can be paused for up to 90 days
• A $500/month holding fee applies to reserve team resources
• After 90 days, the project is considered cancelled
• Resumption requires 2-week notice for team scheduling

3. Refund Policy

3.1 Eligible for Refunds

Refunds may be issued if:

• Cancellation occurs within 7-day window (see 2.1)
• We are unable to deliver agreed-upon services
• Major milestone deliverables fail to meet acceptance criteria after 2 revision rounds
• Mutual agreement to terminate the project

3.2 Non-Refundable Items

The following are non-refundable:

• Work already completed and delivered
• Third-party costs (hosting, licenses, APIs, domains)
• Discovery and research phase after 7 days
• Approved milestone payments
• Custom integrations or specialized development
• Maintenance and support agreements (monthly/annual)

3.3 Refund Processing

• Refund requests must be submitted in writing to [email protected]
• Approved refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Processing fees (typically 2.9% + $0.30) are non-refundable

4. Milestone-Based Projects

4.1 Milestone Payments

For projects with milestone-based payments:

• Each milestone is invoiced upon completion
• Payment is due before work on next milestone begins
• Once a milestone is accepted and paid, it is non-refundable
• Unused milestone funds are eligible for refund upon cancellation

4.2 Milestone Acceptance

Clients have 7 days to review and request revisions:

• Up to 2 rounds of revisions included per milestone
• If no response within 7 days, milestone is considered accepted
• Additional revisions beyond scope are billed separately

5. Monthly Retainer Services

5.1 Cancellation Notice

• Requires 30 days written notice
• Current month's fee is non-refundable
• Unused hours do not roll over
• Annual plans require 60 days notice

5.2 Annual Plans

• Billed annually at discounted rate
• Early cancellation: refund of remaining months minus 20% early termination fee
• After 6 months, full remaining balance is refundable

6. Maintenance & Support Agreements

6.1 Monthly Plans

• Cancel anytime with 30 days notice
• Current month non-refundable
• No long-term commitment required

6.2 Annual Plans

• Discounted annual rate
• Refundable after 3 months with 60 days notice
• Prorated refund for remaining months

7. Force Majeure

If either party cannot fulfill obligations due to circumstances beyond control (natural disasters, pandemics, war, etc.):

• Project timelines may be extended without penalty
• Client receives refund for undelivered work
• No party is liable for delays or cancellations

8. Dispute Resolution

8.1 Internal Resolution

Before seeking refunds, we encourage:

• Direct communication with your project manager
• Escalation to senior management if needed
• Good faith negotiation to resolve concerns

8.2 Mediation

If internal resolution fails, both parties agree to mediation before pursuing legal action. Mediation costs are split equally.

9. Quality Guarantee

We stand behind our work:

• 30-day bug fix guarantee: Critical bugs fixed free of charge
• Performance guarantee: If deliverables don't meet agreed specs, we'll fix or refund
• Communication guarantee: Response within 24 hours on business days

10. Special Circumstances

10.1 Client Non-Cooperation

If client fails to provide timely feedback, assets, or approvals for 30+ days:

• Project may be considered abandoned
• All fees paid to date are non-refundable
• Reactivation requires new agreement and deposit

10.2 Material Breach by Client

If client violates terms (non-payment, misuse, illegal activity):

• Srapsware may terminate immediately
• No refunds issued
• Outstanding balances remain due

11. Refund Request Process

To request a refund:

1. Send written request to [email protected]
2. Include: Project name, invoice number, reason for refund
3. We will review within 3 business days
4. You'll receive written response with decision
5. Approved refunds processed within 5-10 business days

12. Changes to This Policy

We reserve the right to modify this policy. Changes apply to new projects only. Active projects follow the policy in effect at project start.

13. Contact Us

Questions about cancellations or refunds?

• Billing Inquiries: [email protected]
• General Support: [email protected]
• Phone: +1 (234) 567-890
• Office Hours: Monday-Friday, 9 AM - 6 PM PST