Scope of this policy
This policy applies to every payment made to ClanCode Labs through our website, our payment links, or our invoices — including project deposits, milestone payments, retainers, subscription fees and one-off service charges.
Because we deliver services and custom-built software rather than physical goods, there is nothing to ship back to us. Refund eligibility is therefore based on how much work has been performed at the time you cancel.
Cancellation before work begins
You may cancel an engagement and receive a full refund of any amount paid if you notify us in writing within 7 days of payment and before we have started work on your project.
Work is considered started once we have held a kick-off session, assigned team members, produced designs, architecture or code, or purchased third-party resources on your behalf.
Cancellation after work begins
If work has already begun, we will calculate the value of the work completed and delivered up to the date of cancellation, and refund the unused balance of your payment.
Completed and approved milestones are not refundable, as the deliverables for those milestones have already been handed over to you.
Example: you pay a 50% project deposit and cancel after the design phase is approved. We invoice the design phase at the agreed rate and refund whatever remains of the deposit.
Subscriptions and recurring services
Subscription plans, hosting, maintenance and support retainers are billed in advance for each billing cycle. You can cancel at any time and your plan stays active until the end of the cycle you have already paid for.
We do not refund partial billing cycles once a cycle has begun. If your first payment on a new subscription was made in error, contact us within 7 days and we will refund it in full provided the service has not been materially used.
Duplicate, failed or incorrect payments
If you are charged twice for the same invoice, charged an incorrect amount, or charged for a service you did not order, we will refund the full amount in question. Email us with the payment reference and we will resolve it as a priority.
Non-refundable charges
- Milestones or deliverables that have been completed, delivered and approved.
- Third-party costs we have already paid on your behalf — domain names, SSL certificates, software licences, cloud and hosting credits, app store fees, paid APIs and stock assets.
- Time already spent on discovery, consulting, workshops and advisory sessions that have taken place.
- Custom work built to your specification that has been delivered and accepted.
- Any charge disputed more than 30 days after the payment date.
Faulty or undelivered work
If we fail to deliver an agreed scope, or a delivered feature does not work as specified, tell us within 30 days of delivery. We will correct the issue at no additional cost.
If we are unable to correct it within a reasonable period, you may cancel the affected scope and we will refund the amount paid for that scope.
How to request a refund
Send an email to hello@clancodelabs.org from the address associated with your account with the subject line "Refund Request".
- Your name and company name.
- The invoice number or payment reference, and the payment date and amount.
- The reason for the request and any supporting details.
We acknowledge every refund request within 2 business days and give you a decision, with our reasoning, within 7 business days.
How refunds are processed
Approved refunds are issued to the original payment method used for the purchase. We cannot refund to a different card, account or person.
We initiate the refund within 5 business days of approval. Once initiated, card refunds usually appear on your statement within 7 to 14 business days, depending on your bank. Bank transfers typically settle within 3 to 5 business days.
Refunds are issued in the currency of the original transaction. Any exchange rate difference or bank charge applied by your card issuer is outside our control and is not reimbursed by us.
Chargebacks
If you believe a charge is wrong, please contact us before raising a dispute with your bank. We can almost always resolve it faster directly. Raising a chargeback while an engagement is active may result in the suspension of work and access to deliverables until the dispute is settled.
Questions about this policy?
Reach out to us and we'll get back to you within one business day.