Refund policy
This policy explains how the initial project payment, cancellation, final balance, and support refunds are handled.
To begin a project, Tech Shinobi requires an initial project payment equal to 60% of the agreed project price. This payment secures the project slot and covers onboarding, planning, research, design preparation, project setup, and the early stages of the build.
Once the initial project payment has been made and work has been scheduled or started, it is non-refundable, except where required by law.
If the client cancels within 7 calendar days of payment and substantial work has not yet started, Tech Shinobi may, at its discretion, refund up to 50% of the initial project payment.
Any time already spent on discovery, planning, design, development, meetings, administration, project setup, third-party costs, or reserved production time may be deducted before any refund is considered.
Once design, development, research, planning, project setup, meetings, content review, technical setup, or any agreed project work has started, the initial project payment is retained against work completed, time reserved, and costs incurred.
After first design or build work has been delivered, no refund of the initial project payment will normally be available, except where required by law.
The remaining 40% balance is due before final delivery, launch, file transfer, or handover. Work may be paused if the final balance is not paid when due.
After final approval, launch, file transfer, or handover, refunds are not normally available. Genuine defects caused by Tech Shinobi will be reviewed and corrected within the agreed support or warranty terms.
Monthly support is billed in advance. Support payments are not normally refundable once the billing period has started, except where required by law.
Support can be cancelled with 30 days notice unless a different notice period is agreed in writing.