Refund Policy

At CRAFTR, we are committed to delivering exceptional services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions for refunds, cancellations, and disputes related to our professional technology services.

1. Overview of Services

Our services are custom professional services, including but not limited to:

Custom website design and development
AI voice agent development and implementation
Custom application development
Revenue automation solutions
Ongoing maintenance and support services

Because our services are customized to each client's specific requirements and involve significant time and expertise, refund policies differ from standard product purchases.

2. Payment Structure

2.1 Project-Based Services

Most of our services are delivered through project-based engagements with milestone-based payment structures:

Discovery/Planning Phase: Initial deposit (typically 25-50% of project value)
Development Milestones: Payments upon completion of agreed deliverables
Final Delivery: Final payment upon project completion and acceptance

2.2 Retainer Services

For ongoing support and maintenance services:

Monthly or quarterly retainer payments
Defined scope of included services and hours
Additional work billed separately or rolled to next period

2.3 Hourly Services

Some services are billed hourly with:

Agreed hourly rates specified in the service agreement
Regular invoicing (typically weekly or monthly)
Detailed time tracking and reporting

3. Refund Eligibility

3.1 Initial Deposit Refunds

Initial deposits may be refundable under the following conditions:

Before Work Begins: Full refund if requested before any work has commenced (within 7 days of payment)
During Discovery: Partial refund (50%) if requested during the discovery/planning phase, minus any work completed
After Development Starts: No refund of deposit once development work has begun, as resources have been allocated and work has commenced

3.2 Milestone Payment Refunds

Milestone payments are generally non-refundable once the milestone deliverable has been:

Completed according to the agreed specifications
Delivered to the client for review
Made available for client testing or feedback

If a deliverable does not meet the agreed specifications, we will revise it at no additional cost rather than issue a refund.

3.3 Retainer Refunds

Retainer payments are subject to the following refund policy:

Current Period: Prorated refund for unused hours in the current billing period if cancellation notice is provided
Advanced Payments: Full refund for any prepaid future periods
Minimum Term: No refunds during any agreed minimum commitment period

4. Cancellation Policy

4.1 Client-Initiated Cancellation

Clients may cancel services with the following terms:

Project Services: 15 days' written notice required; client remains responsible for all work completed and expenses incurred up to cancellation date
Retainer Services: 30 days' written notice required; prorated billing for partial months
Hourly Services: 7 days' written notice required; payment due for all hours worked

4.2 CRAFTR-Initiated Cancellation

We reserve the right to cancel or suspend services if:

Payment is overdue by more than 30 days
Client violates our Terms of Service
Client requests work that violates laws or regulations
Continuation of services becomes impractical or impossible

In such cases, refunds will be provided for any prepaid services not yet delivered, minus any amounts owed.

4.3 Mutual Agreement

Both parties may agree to cancel services at any time through mutual written agreement. Terms of such cancellation, including any refunds or final payments, will be negotiated in good faith.

5. Non-Refundable Items

The following are non-refundable under all circumstances:

Third-Party Costs: Licenses, subscriptions, hosting, domains, APIs, and other third-party services purchased on your behalf
Custom Development: Any custom code, designs, or content developed specifically for your project once delivered
Completed Work: Work that has been completed, delivered, and accepted according to specifications
Discovery/Consultation: Time spent in discovery, planning, consulting, or strategy sessions
Setup Fees: One-time setup, onboarding, or configuration fees
Expedited Services: Rush fees or expedited delivery charges

6. Refund Process

6.1 Requesting a Refund

To request a refund:

Submit a written refund request to billing@craftr.co.uk
Include your project/account details and reason for refund
Provide any relevant documentation or evidence
Allow up to 10 business days for review and response

6.2 Refund Review

We will review refund requests based on:

Terms of the service agreement
Work completed and delivered
Compliance with project specifications
Communication history and documented issues
Good faith efforts to resolve concerns

6.3 Refund Timeline

Approved refunds will be processed as follows:

Credit Card: 7-10 business days
ACH/Bank Transfer: 5-7 business days
Wire Transfer: 3-5 business days (client responsible for fees)
Check: 10-14 business days (domestic only)

7. Satisfaction Guarantee

7.1 Quality Commitment

We stand behind the quality of our work. If deliverables do not meet the agreed specifications:

We will revise the work at no additional charge
Revisions must be requested within 30 days of delivery
Scope of revisions limited to original specifications
New requirements or scope changes may incur additional fees

7.2 Revision Policy

Most projects include a defined number of revision rounds:

Standard projects: 2-3 revision rounds per milestone
Revisions must align with original requirements
Additional revisions available at hourly rates
Major scope changes require new agreement and pricing

8. Dispute Resolution

8.1 Good Faith Efforts

Before seeking a refund or initiating a dispute, we ask that you:

Communicate concerns clearly and promptly
Allow us reasonable opportunity to address issues
Participate in good faith discussions to resolve concerns
Provide specific feedback about deliverables or services

8.2 Escalation Process

If issues cannot be resolved with your project manager:

Request escalation to a senior team member
Schedule a resolution meeting within 5 business days
Document agreed action items and timelines
Review resolution progress after implementation

8.3 Mediation

If disputes remain unresolved, both parties agree to:

Attempt mediation before pursuing legal action
Split mediation costs equally
Participate in good faith mediation sessions
Consider mediator recommendations seriously

9. Special Circumstances

9.1 Force Majeure

If services cannot be delivered due to circumstances beyond our control (natural disasters, pandemics, infrastructure failures), we will:

Notify you promptly of the situation
Provide estimated timeline for resolution
Offer to pause billing during significant delays
Refund prepaid amounts if services cannot be delivered

9.2 Technical Limitations

If we discover that project requirements cannot be achieved due to technical limitations:

We will notify you immediately upon discovery
Propose alternative solutions or approaches
Offer to transition work to another provider if preferred
Refund any prepaid amounts for undeliverable work

9.3 Client Business Changes

We understand that business circumstances change. In cases of:

Business closure or acquisition
Pivot requiring different technology
Budget constraints or financial hardship

We will work with you to find reasonable solutions, which may include payment plans, project pausing, or negotiated settlements.

10. Chargebacks and Payment Disputes

10.1 Chargeback Policy

Initiating a chargeback without first contacting us may result in:

Immediate suspension of services
Termination of agreements
Withholding of deliverables and access
Legal action to recover costs and damages

10.2 Chargeback Prevention

To avoid chargebacks:

Contact us first to discuss any payment concerns
Request detailed invoices and work documentation
Follow our formal dispute resolution process
Allow reasonable time for resolution (14 business days)

11. Maintenance and Support Services

11.1 Support Agreement Cancellation

For ongoing support and maintenance agreements:

30 days' notice required for cancellation
Prorated refund for unused prepaid time
No refund during minimum commitment period (if applicable)
Outstanding support tickets closed upon cancellation

11.2 Service Level Agreements (SLAs)

If we fail to meet agreed SLA metrics:

Service credits applied to future invoices
Credit amount based on severity and duration of issues
Credits do not apply to third-party service failures
Maximum monthly credit typically 25% of monthly fee

12. Policy Updates

We reserve the right to update this Refund Policy:

Changes will be posted with updated "Last Updated" date
Material changes communicated via email to active clients
Existing agreements governed by policy in effect at signing
New projects subject to current policy at time of engagement

13. Contact Information

For refund requests, billing questions, or cancellation notices:

Billing Department
CRAFTR, Inc.
Email: billing@craftr.co.uk
Phone: [Your Phone Number]
Address: [Your Business Address]

This Refund Policy applies to all services provided by CRAFTR and should be read in conjunction with our Terms of Service. By engaging our services, you acknowledge understanding and acceptance of this policy.