1. Our Principle
Software services are custom work: once our engineers spend time on your project, that time cannot be resold. Our refund policy therefore protects the value of work already delivered while never charging you for work not done.
2. Cancellation Before Work Begins
If you cancel after paying an advance but before we have started work (no kickoff call held, no resources allocated), we refund 100% of the advance within 7–10 working days.
3. Cancellation During a Project
If you cancel mid-project:
- We invoice for work completed up to the cancellation date at the agreed rates.
- Any unused portion of the advance beyond completed work is refunded.
- All completed work and work-in-progress that has been paid for is handed over to you.
4. Milestone Deliveries
Amounts paid against milestones that you have reviewed and approved are non-refundable. If a delivered milestone genuinely fails its written acceptance criteria and we cannot fix it within 30 days, you are entitled to a refund for that milestone.
5. Retainers & Managed Support
Monthly retainers may be cancelled with 15 days’ notice effective from the next billing cycle. The current month is not refunded once support coverage has begun for that month.
6. Non-Refundable Items
The following are non-refundable in all cases:
- Third-party costs purchased on your behalf — domains, SSL certificates, hosting, licenses, ad spend.
- Completed and approved design or marketing deliverables.
- Training sessions already conducted.
7. How to Request a Refund
Email career@sparsesystems.com with the subject "Refund Request", your invoice number and the reason. We acknowledge within 2 working days, decide within 7, and pay approved refunds to the original payment method within 7–10 working days of approval.