Refunds & Cancellations
Refund Policy
As a professional services firm delivering custom software solutions, our refund policy is designed to be fair to both parties while recognizing the nature of our work.
Deposits
Initial deposits become non-refundable once discovery work begins. This covers our upfront investment in understanding your requirements, architecture planning, and resource allocation.
Milestone Payments
Payments for completed and accepted milestones are non-refundable. Each milestone represents delivered value that has been formally reviewed and accepted according to the SOW criteria.
Cancellation Terms
Client-Initiated Cancellation (Convenience)
- • 30 days written notice required
- • Payment due for all work completed to date
- • Reimbursement for non-cancelable expenses incurred
- • Pro-rata credit for incomplete milestone work (if applicable)
Cancellation for Cause
- • Material breach must be documented in writing
- • 10 business days provided to cure the breach
- • If uncured, contract may be terminated immediately
- • Refunds evaluated on case-by-case basis
Work Product Upon Cancellation
Upon cancellation and payment of all outstanding amounts:
- • All completed work product is delivered to client
- • Source code and documentation provided for paid milestones
- • Intellectual property rights transfer for paid work
- • 30-day transition support period (if requested)
Dispute Resolution
We believe in resolving disputes amicably and efficiently:
- 1. Direct negotiation between project stakeholders
- 2. Escalation to executive management
- 3. Mediation through a mutually agreed third party
- 4. Binding arbitration as a last resort
Satisfaction Guarantee
While we cannot offer blanket refunds due to the custom nature of our work, we stand behind our quality. If deliverables don't meet SOW specifications, we will fix issues at no additional cost within the warranty period.
For cancellation requests or disputes, contact contracts@themasslab.com