Refunds & cancellation

Cancel any time before we begin and you get a full refund, no questions and no deductions. “Begin” means the kickoff call has happened or we have started discovery — whichever is first. Email [email protected] with your order reference.

This is the common case and the reason this page exists. If early discovery shows the requirement is materially different from what was described when you bought — bigger, or resting on a foundation that does not exist yet — we stop and tell you. We do not quietly absorb it and we do not issue a surprise change order at week three.

You then choose:

• Proceed on a re-quoted scope, with what you have already paid credited in full.
• Stop, and receive a refund of the unused portion. We charge only for discovery days actually delivered, and you keep the findings — they are usually the most valuable part.

The AI Readiness Audit fee is credited in full against an Automation Sprint or Pilot to Production engagement started within 90 days of the readout. That commitment is in the engagement letter, not just on the pricing page. It is not conditional on the audit recommending a build — if we conclude AI is not the answer, the credit still stands against any engagement you do start.

Once delivery is underway, refunds are pro-rated against work completed. We invoice or refund the difference between what you have paid and the value of work delivered to that point, and we hand over everything produced so far — code, documentation, findings. You do not lose partial work because you stopped.

If we fail to deliver the agreed scope for reasons within our control, we fix it at our cost or refund in full. That is what “fixed-scope” is supposed to mean.

Monthly, cancellable with 30 days’ written notice, with no minimum term on the standard packages. Notice takes effect at the end of the following billing period.

Part-months are not refunded, because the on-call cover and monitoring were provided for that period. What you do get is exit assistance as standard: handover of infrastructure-as-code, credentials, runbooks and documentation, plus a reasonable transition period. This is contractual — see terms of service.

Service credits for missed SLA targets on managed engagements are set out on the service levels page. Credits are applied automatically against the next invoice — you should not have to ask, and we report attainment monthly with the raw incident data so you can check.

Email [email protected] with your order reference and what happened. We respond within two business days and process approved refunds within seven, to the original payment method.

Card refunds typically appear within five to ten business days depending on your issuer, which is outside our control. Bank transfers we can usually complete faster.