Applicability
This policy applies to fixed-price engagements. T&M invoices are billed for work completed and are not refundable. Retainers are covered in the engagement contract.
Pre-kickoff
Full refund of deposits within 10 business days of a written cancellation request, minus any external costs already committed on your behalf (third-party licensing, travel arrangements).
Post-kickoff, pre-test-migration
Pro-rated refund based on work completed up to the cancellation date. Invoices for work not yet delivered are cancelled. You keep any artifacts already delivered.
Post-test-migration
No refund. Any remaining effort committed but not yet performed can be credited against a future engagement within 12 months, subject to mutual agreement on scope.
Dispute resolution
- Raise the dispute in writing to your account owner.
- 15-day good-faith negotiation window.
- Escalation to ProjoMania leadership if unresolved.
- Mediation or arbitration per the engagement contract if still unresolved.
We have never taken a refund dispute to arbitration. We would rather find a fair outcome than be right.