1. Cancelling before work begins
If a client cancels before work has begun and before third-party costs have been committed, payments received may be refunded, less any non-recoverable payment-processing or administrative charges disclosed to the client.
2. Cancelling after work begins
Once research, planning, design, development, support or consulting work has started, the deposit may become non-refundable. Any refund will be calculated after deducting the value of work completed, time reserved and non-recoverable third-party costs.
3. Milestones and completed work
Payments for an approved or delivered milestone are generally non-refundable. If a project is stopped between milestones, the client will receive eligible completed work after all outstanding amounts for that work are settled.
4. Duplicate or incorrect payments
Verified duplicate payments or amounts paid in error will be returned to the original payment method where possible. Please contact us promptly with the payment date, amount, payer name and transaction reference.
5. Service concerns
If delivered work materially differs from the written scope, the client should notify us with clear details within seven calendar days of delivery. We will first seek to correct the issue within the agreed scope. A refund or partial refund may be considered where correction is not reasonably possible.
6. Non-refundable items
Completed consulting sessions, approved milestones, domain registrations, hosting, software licences, payment-provider charges and other third-party purchases made for the project are non-refundable unless the relevant provider issues a refund.
7. Requesting a cancellation or refund
Send a written request to support@mtcsolutions.tech with the project or invoice reference and reason for the request. We aim to acknowledge requests within two business days. Approved refunds are initiated promptly, but the bank or payment provider may require additional processing time.