Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains when Centangle Global Services LLC ("Centangle", "we", "us") issues refunds for custom CRM development, custom software, consulting, training and related services. It applies together with your signed proposal or service agreement. If your agreement includes different refund terms, the terms in your agreement apply.

2. Payment structure

The initial payment reserves our team's time and pays for discovery, planning and the start of development. Because of this, the amount we can refund depends on how far the project has progressed. Full details of the payment schedule are in our Delivery of Services policy.

3. Cancellation before work begins

You're entitled to a full refund of the initial 60% payment if you cancel in writing within 7 calendar days of making the payment and before the project kickoff meeting has taken place.

4. Cancellation after work has begun

If you cancel after the kickoff meeting, we refund the part of the initial payment that hasn't yet been earned by completed work. To work this out, we:

• Review the milestones and hours completed, using the rates or milestone values in your proposal.
• Send you an itemized statement of completed work within 5 business days of your cancellation.
• Refund any remaining balance of the initial payment.

Work completed up to the cancellation date, such as designs, documentation and code, is delivered to you once the statement is settled.

5. The final 40% payment

The final 40% is due when the project is complete, before final deployment and handover. You'll have a review period to test the finished system before this payment is requested, so please raise any concerns during that review and we'll fix issues within the agreed scope first.

Once final deployment and handover have been completed, the final payment is non-refundable, because the full project has been delivered. Defects found after handover are fixed free of charge under our 30-day post-launch support.

6. Non-refundable items

The following are not refundable:

• Third-party costs paid on your behalf, such as domain names, hosting, software licenses, paid APIs and app store fees.
• Training sessions and consulting hours that have already been delivered.
• Change requests and additional work that you approved and that has been completed.

7. If we can't deliver

If we cancel a project, or can't deliver the agreed scope for reasons within our control, we'll refund all payments for work that hasn't been delivered.

8. How to request a refund

1. Email support@centangleglobalservices.com with the subject line "Refund request".
2. Include your name, company, invoice number and the reason for your request.
3. We confirm receipt within 2 business days and give you a decision within 7 business days.

Approved refunds are paid to the original payment method within 5 to 10 business days. Your bank or card provider may take extra time to show the refund on your account.

9. Payment disputes

If you're unhappy with any part of our service, please contact us before opening a dispute or chargeback with your bank or card issuer. Most issues can be resolved more quickly by speaking with us directly.

10. Changes to this policy

We may update this policy from time to time. The version in effect on the date you signed your proposal applies to your project.

11. Contact us