Refund Policy

The short version

• Project work is billed in phases. You pay for what has been done. Phases not yet started are refundable in full.
• SaaS subscriptions carry a 14-day money-back guarantee on your first payment — no reason required.
• Annual SaaS plans cancelled mid-term are credited pro-rata for the unused full months.
• Support retainers run on 30 days' notice; you are billed to the end of the notice period and no further.
• Third-party costs we paid on your behalf — hosting, domains, licences — cannot be refunded once incurred.

The rest of this page is the detail behind those five points.

Project and development work

We structure projects so that you approve and pay for one phase at a time, rather than signing off a single large figure at the start. That is deliberate: it keeps your exposure small and gives you a real exit at every stage.

Deposits

A 30% deposit reserves your place in our schedule and covers discovery. It is refundable in full if you cancel before discovery begins. Once discovery has started it becomes non-refundable, because the work — the interviews, the architecture, the written scope — has already been done and is yours to keep, including if you take it to another firm.

Phases in progress

If you cancel part-way through a phase, we invoice for work completed up to the cancellation date and refund the remainder of anything already paid for that phase. We will show you how the figure was reached, with time recorded against the work.

Phases not yet started

Any amount you have paid for a phase we have not begun is refunded in full. We do not keep money for work we have not done.

If we cancel

If we end an engagement for a reason that is not your breach — capacity, a conflict, or because we conclude we are not the right team — we refund everything paid for incomplete work, hand over what exists, and help you brief a replacement.

What is not refundable

• Work already delivered and accepted.
• Discovery once it has started, as described above.
• Time spent on a phase up to the point of cancellation.
• Third-party costs already incurred on your behalf.
• Fees where an engagement is terminated because of your material breach — for example, non-payment after notice, or asking us to do something unlawful.
• Rush or out-of-hours surcharges for work that has already been carried out.

SaaS subscriptions

14-day money-back guarantee

If you are not satisfied with a product we operate, tell us within 14 days of your first payment and we will refund it in full. You do not need to give a reason, and we will not put you through a retention script. The guarantee applies once per customer.

Monthly plans

Cancel at any time from your account. Your subscription runs to the end of the period you have paid for, and then stops. We do not refund part-months, and we do not bill you again after you cancel.

Annual plans

Cancel an annual plan mid-term and we refund a pro-rata amount for the unused full months remaining, less any discount you received for paying annually rather than monthly. The month you cancel in is not refunded.

Renewals

We email you before an annual plan renews. If a renewal takes you by surprise, tell us within 14 days of the charge and we will refund it and close the subscription.

Downgrades and suspension

Downgrading takes effect at the next billing period; we do not refund the difference for the current one. We do not refund periods where an account was suspended for breach of the Terms of Service.

Serious outages

Where your plan includes an availability commitment and we fall short of it, the service credits described in that plan apply. Ask us and we will apply them — you should not have to chase.

IT support retainers

Retainers are billed monthly in advance and continue until either of us gives 30 days' written notice. You are billed to the end of the notice period, during which we keep supporting you normally and help hand over to whoever takes it on.

• Part-months already started are not refunded.
• Included hours do not roll over between months unless your agreement says they do, and unused hours are not refundable.
• If we materially fail to meet the agreed response times in a given month, tell us and we will credit that month's fee in proportion to the shortfall.

Third-party costs

Projects usually involve costs paid to others: hosting, domain registration, software licences, API usage, app-store fees, stock assets. We pass these through at cost and never mark them up.

Once incurred they are non-refundable, because the money has gone to the provider and is subject to their refund terms, not ours. Where a provider does offer a refund we will help you claim it, and where an asset is transferable — a domain, for example — we transfer it to you rather than let it lapse.

If you are not happy with the work

Tell us early. A refund is usually the worst available outcome for both of us, and most problems are a misunderstanding about scope that a conversation fixes.

1. Email us describing what is wrong and what you expected instead.
2. We respond within 5 business days with our understanding and a proposal to put it right.
3. If something we built does not match the agreed scope, we fix it at our cost — that is a warranty obligation, not a favour.
4. If we cannot reach a resolution, we will agree a fair settlement for the work done and part on good terms.

We will not refund a completed deliverable purely because a business decision changed after it was approved — but we will always talk about it.

How to request a refund

Email hello@tasinlabs.com with:

• The invoice number or subscription the request relates to.
• What you are asking to be refunded, and why.
• The account or contact name the payment was made under.

We acknowledge within 5 business days and give you a decision, with our reasoning, within 10 business days.

How refunds are paid

• Refunds go back to the original payment method wherever that is possible.
• We issue approved refunds within 10 business days. Your bank or card provider may take a further 5–10 days to show it.
• Refunds are made in the currency you were invoiced in. We are not responsible for exchange-rate movements between payment and refund, or for your bank's fees.
• Payment-processor fees that we cannot recover may be deducted from a refund, and we will say so up front.

Chargebacks

Please come to us before raising a chargeback with your bank. A chargeback freezes the conversation, costs both of us fees, and takes months where an email usually takes a day.

Where a chargeback is raised without contacting us first, we may suspend active work and any related subscription until it is resolved, and we will supply the provider with our records of the work delivered.

Changes to this policy

We may update this policy. The version that applies to you is the one in force when you agreed your engagement or made your payment — changes are not applied retroactively. The “last updated” date at the top shows the current version.

This policy forms part of our Terms of Service and does not affect any statutory rights you have that cannot lawfully be excluded.

Contact us

Refund questions go to hello@tasinlabs.com, addressed to [CONTRACTING PARTY], trading as Tasin Labs.