Project payments and cancellations
Refund policy
Because Digicentrique provides professional and custom technology services, refund eligibility depends on the agreed scope, work completed, committed resources and third-party costs.
Scope of this policy
This policy applies to payments made directly to Digicentrique for consulting, design, development, digital marketing, integration, support and related professional services, unless a signed agreement provides different terms.
Cancellation before work begins
If a client cancels before delivery work or resource allocation has begun, Digicentrique will review the request and may refund the amount received after deducting any agreed discovery work, administrative costs, bank charges or non-recoverable commitments already made.
After work has started
Once discovery, planning, design, development, campaign setup, support or another service activity has started, fees relating to work completed and resources committed are generally not refundable.
Where appropriate, the parties may agree to stop at a defined checkpoint and reconcile completed work, approved expenses and any unused prepaid balance.
Milestones and accepted deliverables
Payments linked to completed or accepted milestones are generally non-refundable. A request to revise a deliverable should be handled through the agreed review and change process rather than as a refund request.
Retainers, support and recurring services
Fees for a period in which reserved capacity, support coverage or recurring services have already been made available are generally non-refundable. Future periods may be cancelled in accordance with the notice period in the applicable agreement.
Third-party and non-recoverable costs
Domain fees, hosting, advertising spend, licences, software subscriptions, payment-gateway charges and other third-party costs are refundable only if the relevant provider returns them to Digicentrique.
Service concerns
If you believe agreed work has not been delivered as described, contact us promptly with the relevant project, milestone and concern. We will review the approved scope, evidence of delivery and any available correction or remedy under the agreement.
How to request a review
Send the request to hello@digicentrique.com from an authorised client contact. Include the project name, invoice or payment reference, amount, reason for the request and supporting information.
We will acknowledge the request and provide a written outcome after reviewing the agreement, work completed, costs incurred and payment records. Any approved refund will be returned through a practical agreed method and may take additional time to appear with the payment provider.
Legal rights and final approval
Nothing in this policy limits rights or remedies that cannot lawfully be limited. We apply this policy alongside the invoicing, cancellation and complaint-handling terms for the relevant engagement.