We understand that business needs change. This policy outlines fair terms for cancelling a project while protecting both parties' interests.
1. Cancellation by Client
You may cancel your project at any time. Fees depend on the project stage:
| Project Stage | Cancellation Fee | Details |
|---|
| Before Project Start | 0-20% of deposit | • Within 48 hours: Full refund
• After 48 hours: 10% fee
• After kickoff scheduled: 20% fee |
| Discovery Phase | Work completed + 10-25% | • First week: +10% of remaining value
• After first week: +25% of remaining value |
| Design Phase | Work completed + 15-40% | • Before mockups: +15% of remaining
• After mockups: +25% of remaining
• After approval: +40% of remaining |
| Development Phase | Work completed + 30-70% | • 25% complete: +30% of remaining
• 25-50% complete: +50% of remaining
• 50-75% complete: +70% of remaining
• 75% complete: Full payment due |
| After Launch | No refund | Project considered complete |
2. Cancellation by Company
We may cancel a project if:
- Payment is overdue by 30+ days
- Client breaches the contract
- Project requirements become technically impossible
- Illegal or unethical requirements are discovered
- Client is non-responsive for 30+ days
In these cases, you pay only for work completed with no additional cancellation fees.
3. How to Cancel
- Email cancel@yourcompany.com with written notice
- Include your project ID and reason for cancellation
- We'll acknowledge receipt within 24 hours
- All work stops immediately
- Final invoice issued within 5 business days
- Project files delivered within 10 business days (after payment)
4. What's Included in "Work Completed"
- All meetings and consultations
- Research and discovery work
- Wireframes and planning documents
- Design mockups (even if not approved)
- Any code written
- Third-party purchases (domains, licenses, etc.)
- Project management time
5. Project Files and Materials
Upon cancellation and final payment:
- Your materials: Returned immediately
- Completed work: Delivered in current state
- Incomplete work: Available for additional fee
- Our tools/templates: Remain our property
- Third-party licenses: Transferred where possible
6. Alternatives to Cancellation
Consider these options before cancelling:
6.1 Project Postponement
- Pause for up to 6 months
- 25% postponement fee
- Lock in current pricing
- Resume when ready
6.2 Scope Reduction
- Remove features to reduce cost
- Phase development over time
- Switch to essential features only
6.3 Payment Plans
- Extended payment terms available
- Spread cancellation fees over 3 months
- No interest if paid on schedule
7. Special Circumstances
7.1 Force Majeure
No cancellation fees apply for:
- Natural disasters
- Government actions
- War or terrorism
- Pandemics
- Other unforeseeable events
7.2 Medical/Financial Emergency
Reduced fees available with documentation for:
- Medical emergencies
- Death in immediate family
- Sudden financial hardship
- Business disasters
8. Non-Cancellable Items
These costs cannot be refunded:
- Domain registrations
- Hosting setup fees
- Third-party software licenses
- Premium plugins/themes purchased
- External services already paid
9. Restarting a Cancelled Project
To restart a cancelled project:
- New contract required
- 25% restart fee applies
- Current pricing rates apply
- Previous work may be reused
- Subject to our availability
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