Billing & Payment Policy

1. Software & Cloud Services

We provision software licenses and cloud services on your behalf through our vendor partners. Because these commitments are activated immediately, we are unable to offer refunds or mid-cycle credits on:

• SaaS & Software Licenses

  Licenses such as GoTo Resolve, Microsoft 365, and Google Workspace are activated at the time of provisioning. Monthly and annual subscriptions renew automatically. Cancellations must be submitted in writing at least 30 days before the next renewal date. No partial-month refunds or credits are issued.

• Cloud Infrastructure

  Cloud services are billed in arrears for exact consumption during the prior billing cycle. All charges are final once the billing period closes.

If you are unsure about committing to an annual license, ask us — we will always tell you whether a monthly option is available before we provision anything.

2. Web Development Projects

Custom development work is broken into defined milestones, reviewed and approved by you before we move to the next phase.

• Milestone Approval

  Written approval of a milestone — by email, signed document, or project management platform — constitutes acceptance of the work completed in that phase. Payments allocated to approved milestones are non-refundable.

• Project Deposits

  Initial deposits secure your place in our schedule and cover discovery and planning work. Deposits are non-refundable regardless of when a project is cancelled.

• Mid-Project Cancellation

  If you choose to end a project before completion, you will be invoiced for all hours worked to the cancellation date at our standard rate. Any amount already paid that exceeds work completed will be refunded or applied as a credit toward future services — your choice.

3. Managed Services & Monthly Retainers

Monthly retainers cover reserved capacity, proactive maintenance, and priority access to our team. Because that capacity is committed monthly, retainer fees are non-refundable for the active billing period.

• Cancellation Notice

  Written notice must be submitted at least 30 days before your next billing date to cancel or downgrade. Your service continues through the end of the paid period.

• Offboarding

  Transition work — domain transfers, credential handoffs, data exports, documentation — falls outside your retainer scope and is billed at our standard hourly rate. Offboarding will not begin until all outstanding balances are cleared. We will always provide you access to assets you own regardless of billing status.

4. Prepaid Block Hours

Prepaid hour blocks are non-refundable once purchased. Unused hours do not expire and may be applied to any billable service. Block hours are non-transferable to third parties.

5. Hardware & Physical Equipment

Hardware is ordered specifically for your project — we do not carry inventory.

• Hardware orders cannot be cancelled once placed with the vendor.
• Unopened hardware in original packaging may be returned within 15 days, subject to any supplier restocking fees (typically 15%), passed through at cost.
• Hardware that has been opened, configured, or installed is non-returnable.
• Software-activated hardware and licensing tokens are non-refundable once provisioned.

6. Remote Support Billing

Remote support is billed in 15-minute increments. The first increment is authorized when a session begins. Sessions under 15 minutes may be waived at the consultant's discretion.

7. Invoice Overpayments

If you pay more than the invoiced amount, the excess will be applied as a credit to your account. If you prefer a refund, contact us and we will process it within 10 business days.