Service Cancellation & Refund Policy
Document Reference: SCRP-GENERAL-V2 | Status: Globally Applicable
This document outlines the conditions, timelines, and structural parameters governing cancellation requests, transaction reversals, and refund claims for custom web engineering, digital design assets, customized software suites, and specialized search strategy campaigns.
All clauses are structured to ensure operational fairness, workload accountability, and protection of both client investment and development resources across multi-stage digital delivery pipelines.
Because our agency specializes in custom digital creations—including WordPress/WooCommerce deployments, theme optimizations, backend architectures, and bespoke content pipelines—each contract involves dedicated engineering hours and computing resources. We balance project accountability with fair transactional boundaries through the terms below.
In addition, all engagements may include third-party integrations, API dependencies, hosting configurations, and licensing components that influence refund eligibility and cancellation feasibility at different stages of execution.
1. Refund Eligibility Framework
Due to the distinct operational difference between physical products and digital engineering services, cancellation terms are calculated based on project milestones and execution depth.
| Service Category | Cancellation Window | Refund Framework |
|---|---|---|
| Bespoke Development & Layout Design | Before initial blueprint delivery, rendering, or staging setup | Full Refund minus 10% Processing Fee |
| In-Progress Development | After setup begins but before final deployment | Partial Refund based on logged engineering hours |
| Completed Deliverables | After final deployment or transfer of assets | Non-Refundable |
| Marketing Retainers | Before next billing cycle begins | Next-cycle cancellation only |
Refund eligibility is additionally influenced by project scope expansion requests, mid-cycle change orders, emergency revisions, and external vendor dependencies that may already be consumed during execution.
Digital Intangibility Notice
Once digital assets are delivered, deployed, or transferred into a live environment, they are considered consumed services and cannot be physically returned or restored to a pre-delivery state.
2. Transaction Review & Reversal Workflow
All refund or cancellation requests are processed through a structured multi-step verification pipeline designed to ensure transparency and audit compliance.
1. Submission
Client submits formal request with reference ID and justification details.
2. Technical Audit
Engineering logs, deployment records, and milestone data are reviewed for accuracy.
3. Financial Review
Payment history and consumed resources are evaluated for settlement calculation.
4. Resolution
Approved claims are processed within standard banking cycles.
3. General Conditions and Exclusions
- Third-Party Costs: External subscriptions, APIs, plugins, and hosting fees are non-refundable once purchased.
- Client Dependency Delays: Delays caused by missing assets or approvals extend project timelines without refund eligibility.
- Unauthorized Modifications: Any third-party edits void warranty coverage and refund eligibility immediately.
- Infrastructure Limits: Performance variations due to hosting or external platforms are outside refund scope.
- Change Requests: Mid-project scope changes may adjust pricing and refund calculations.
4. Support, Escalation, and Billing Inquiries
For cancellation requests, billing clarification, or refund escalations, please contact our administrative support channels below.
Email Support Desk
All refund requests must be sent to support@compellatech.com with your project reference ID and transaction details.
Phone Support Line
For urgent billing assistance, contact +44 7474 782474 during standard support hours.
Escalation Department
High-priority disputes are reviewed by senior compliance officers within 3–5 business days after submission.