Refund & Cancellation Policy

We would rather fix a problem than process a refund. Most disputes we see come from a mismatch between what a client expected and what was written into the scope, so this policy sets out plainly what you are entitled to, when, and how to ask for it. It applies alongside our Terms & Conditions, which govern the wider commercial relationship.

1. How our engagements are structured

Nearly all of our work is bespoke professional services rather than an off-the-shelf product. That distinction matters, because it determines what can sensibly be refunded. Once a developer or designer has spent a week on your brief, that time cannot be returned to inventory.

We typically work in one of three commercial shapes:

• Fixed-scope projects — an agreed deliverable for an agreed price, usually billed against milestones.
• Retainers and managed services — a recurring monthly fee for an agreed allocation of support, maintenance or marketing activity.
• Time and materials — billed against hours actually worked, at the rate set out in your proposal.

Your signed proposal, statement of work or order confirmation takes precedence over this page where the two conflict on a specific commercial term.

2. Deposits and advance payments

We ask for an advance payment before starting most projects. This reserves capacity in our delivery schedule and covers discovery, planning and the early design work described in our solution process.

• Deposits are fully refundable if you cancel in writing before we have begun any work on your project.
• Once discovery, planning, design or development has started, the deposit is applied against work already performed and is refundable only to the extent it exceeds the value of that work.
• Where a deposit was paid to hold a specific start date and you cancel within seven days of that date, we may retain a reasonable proportion to cover the capacity we set aside and could not resell.

3. Fixed-scope project refunds

If you terminate a fixed-scope project part-way through, we calculate what is owed by reference to the milestones completed and the work in progress at the date we receive your notice.

Where we retain fees for completed work, you receive the corresponding deliverables in their then-current state, together with any source files and credentials you have paid for. We do not hold work hostage over a cancellation.

4. Retainers, hosting and recurring services

Recurring services may be cancelled by giving 30 days' written notice, expiring at the end of a billing month. You keep access for the remainder of the period you have already paid for.

• Part-months are not refunded, because the resource has already been allocated to your account for that cycle.
• Unused hours in a monthly allocation do not roll forward and carry no cash value, unless your agreement says otherwise in writing.
• Annual plans paid up front may be cancelled mid-term; we refund the unused whole months, less any discount you received for committing annually.
• Domain registrations, SSL certificates, third-party licences and paid advertising spend are non-refundable once purchased or spent on your behalf, as we cannot recover these costs from the supplier or platform.

5. When we will refund beyond the table above

The schedule in clause 3 describes an ordinary cancellation. Separately, you are entitled to a remedy where we have not delivered what we promised.

If a deliverable materially fails to meet the agreed specification, tell us in writing within 14 days of delivery, describing the defect. We will first attempt to correct it at no charge and within a reasonable period. If we cannot bring the deliverable into conformity after a fair opportunity to do so, you may reject the affected deliverable and we will refund the fees attributable to it.

6. Statutory cancellation rights

6.1 United Kingdom consumers

If you are a consumer in the UK rather than a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a distance contract within 14 days of entering into it, without giving a reason.

If you ask us to begin work during that 14-day window, you may still cancel, but you must pay for the services actually supplied up to the point you tell us. Where a service has been fully performed within the cancellation period at your express request, the right to cancel is lost. To exercise this right, email info@troubleshootersit.com with a clear statement that you wish to cancel.

6.2 United States clients

We contract with US clients predominantly on a business-to-business basis, where statutory cooling-off periods generally do not apply. Where a US consumer protection statute does apply to your purchase, nothing in this policy limits the rights it gives you. If your state grants a cancellation right that is more generous than this policy, that right prevails.

6.3 India and elsewhere

Clients contracting from India or any other territory have the rights set out in this policy together with any non-excludable rights under their local consumer legislation.

7. How to request a refund

1. Email info@troubleshootersit.com with the subject line "Refund request", quoting your invoice or project reference.
2. Tell us what you are asking to cancel and why. If you are reporting a defect, describe what was delivered and how it differs from what was agreed.
3. We acknowledge every request within 3 business days.
4. We complete our assessment and give you a written decision within 10 business days of acknowledgement, or explain why we need longer.
5. Approved refunds are issued within 14 business days of the decision.

Refunds are returned by the same method and to the same account used for the original payment. We cannot redirect a refund to a different card, bank account or payee. Where your bank or card scheme charges a fee to receive an international payment, that fee is deducted from the amount returned. Currency is converted at the rate applying on the date the refund is processed, which may differ from the rate on the date you paid.

8. Chargebacks

If you believe a charge is wrong, please raise it with us before contacting your bank. A chargeback filed without first approaching us costs both sides time and money, and it freezes the funds while the scheme investigates.

Where a chargeback is raised against an invoice for work we have delivered, we will submit our records of the engagement to the card scheme and may suspend active work and access to hosted services until the matter is resolved. Costs reasonably incurred in defending an unfounded chargeback may be recharged to you.

9. Disputes we cannot resolve between us

If you are unhappy with our decision, reply to it and ask for the matter to be escalated. It will be reviewed by someone who was not involved in the original assessment. Should that still not settle things, the dispute resolution and governing law provisions in our Terms & Conditions apply.

10. Changes to this policy

We may revise this policy from time to time. The version in force when you placed your order is the version that governs that order. We date every revision at the top of this page so you can see when it last changed.

11. Contact us