Last Updated: April 12, 2025
At CustomSoft, we are committed to providing high-quality software development services to our clients. This Refunds Policy outlines the circumstances under which we may provide refunds for our services and the associated processes.
By engaging our services, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refunds Policy.
Due to the custom nature of software development, our refund policy for these services is as follows:
The initial consultation and discovery phase, which includes requirements gathering, project scoping, and proposal development, is generally non-refundable as it involves significant time and resources from our team.
Our software development projects are typically divided into milestones with associated payments. Once a milestone has been completed, approved, and paid for, the payment for that milestone is non-refundable, as the work has been performed and resources have been allocated to your project.
If you choose to cancel the project before completion, you will be responsible for payment for all work completed up to the cancellation date. Any advance payments made for work not yet completed may be eligible for a refund, less any non-refundable deposits and an administrative fee of 10%.
We may consider providing refunds in the following circumstances:
If we fail to deliver the agreed-upon services as specified in the signed contract or statement of work, you may be eligible for a full or partial refund, depending on the nature and extent of the failure.
If there is a substantial delay in project delivery that is solely attributable to CustomSoft and not caused by client delays, changes in requirements, or force majeure events, we may consider a partial refund or credit toward future services.
For ongoing maintenance or support services paid in advance, we may provide a prorated refund for the unused portion if the service is terminated early, subject to any minimum term commitments specified in the service agreement.
The following items are generally non-refundable:
To request a refund, please follow these steps:
Send a detailed written request to [email protected] explaining the reason for your refund request. Include your project name, contract number, and any relevant supporting documentation.
We will acknowledge receipt of your request within 3 business days and will conduct a thorough review of your case. This review may include examining project records, communications, and deliverables.
We will communicate our decision regarding your refund request within 15 business days of receiving your request. If a refund is approved, it will be processed using the original payment method, unless otherwise agreed upon, within 10 business days of approval.
If you disagree with our decision regarding your refund request, we encourage you to contact us to discuss the matter further. We are committed to finding fair and reasonable solutions to any disputes that may arise.
If we cannot reach a mutually satisfactory resolution through direct communication, the dispute will be resolved in accordance with the dispute resolution provisions outlined in our Terms and Conditions.
We reserve the right to modify this Refunds Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. It is your responsibility to review this policy periodically for changes.
For existing contracts, the Refunds Policy in effect at the time the contract was signed will apply, unless both parties agree in writing to adopt the updated policy.
This Refunds Policy does not affect any statutory rights you may have under applicable consumer protection laws.
If you have any questions or concerns about this Refunds Policy, please contact us at:
Email: [email protected]
