Refund & Cancellation Policy

This policy explains what happens if a project is cancelled, and when a payment can be refunded. It should be read together with our Terms of Service.

Why our work is treated differently from a product

Every project we take on is custom-built for one client. Our costs are the time our team spends on your project — time that cannot be recovered or resold once it has been spent. Our refund terms reflect that.

Before work begins

Work begins only after the initial advance payment is received.

If you cancel before we have started work, the advance is refunded in full, less any direct costs already incurred on your behalf — for example a domain purchased at your request, or a third-party licence bought for your project.

After work has begun

Once work has begun, the advance payment is non-refundable, as it covers time already committed to your project.

If you cancel mid-project:

• You are charged for the work completed up to the date of cancellation.
• Any amount you have paid beyond the value of completed work is refunded.
• Any amount owed for work completed beyond what you have paid becomes due.
• We hand over the work completed to that point, in the state it is in, once outstanding payment for it is settled.

Milestone payments

Milestone payments are made against completed stages of work. A milestone payment is not refundable once that stage has been delivered and approved.

After final delivery

Once a project has been delivered, handed over and final payment made, the project is treated as complete and payments are not refundable.

Issues found in the delivered scope within the 30-day complimentary support period are fixed at no cost, as set out in our Terms of Service. This is a correction of the delivered work, not a ground for refund.

Domain, hosting and third-party purchases

Payments for domain registration, hosting, SSL certificates, developer account fees and other third-party services are non-refundable. These are paid to external providers on your behalf and are governed by those providers’ own refund rules.

Delays

If a project is delayed because content, feedback or approvals were not provided by you, that is not a ground for refund. The revised timeline is agreed between us.

If a project is delayed because of us, we will discuss a fair resolution with you, which may include a revised timeline or an adjustment to the amount payable.

Maintenance plans

Maintenance plans can be cancelled with 30 days’ written notice. Fees already paid for the current billing period are not refunded, and the service continues until the end of that period.

How to request a cancellation or refund

Write to us at kineticsoftsolution@gmail.com with your project name and the reason for cancellation. We will respond within a reasonable period, confirm the amount payable or refundable, and process any refund to the original payment method within 14 working days of agreement.

Resolving disagreements

If you are unhappy with anything, contact us first. Most issues are resolved by a conversation. We would rather fix a problem than lose a client.