1. Scope
This policy covers professional services, project deposits, milestone invoices, and online payments processed through payment gateways. It does not replace a signed statement of work when that document sets specific cancellation terms.
2. Custom project work
Solencio engagements are typically custom professional services. Once work has started on an agreed scope, fees for completed work and non-recoverable third-party costs are non-refundable. Unused prepaid amounts for work not yet started may be refunded or credited at our discretion after written cancellation.
3. Deposits and milestones
Deposits secure scheduling and kickoff. Milestone invoices are due as stated. If you cancel after kickoff, you remain responsible for work performed up to the cancellation date and any milestone already delivered.
4. Online invoice payments
Successful online payments mark the related invoice as paid. Chargebacks or payment disputes should be raised with us first at [email protected] so we can resolve billing issues without unnecessary payment disputes.
5. How to cancel or request a refund
Email [email protected] with your name, company, invoice or project reference, and reason. We review requests within a reasonable period and confirm the outcome in writing (refund, partial credit, or decline with explanation).
6. Approved refunds
When a refund is approved, it is returned via the original payment method where possible. Processing time depends on the payment provider and your bank or card issuer.
7. Non-refundable items
Unless required by applicable law, the following are generally non-refundable: completed deliverables, time already spent, third-party licenses or fees purchased for your project, and administrative fees clearly marked as non-refundable on an invoice or proposal.
8. Contact
Cancellation or refund requests: [email protected].