Refund Policy

1. Introduction

CodeHarbor Digital ("we," "us," "our," or the "Company") is committed to delivering high-quality programming and software development services. This Refund Policy explains our refund procedures, eligibility criteria, and the process for requesting refunds.

This policy applies to all services provided by CodeHarbor Digital, including custom software development, web applications, mobile development, cloud solutions, and consulting services.

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy, which forms part of our Terms & Conditions.

2. General Refund Policy

2.1 Nature of Services

Our services involve custom software development tailored to specific client requirements. Due to the bespoke nature of our work:

• Services are provided based on detailed project specifications and agreements
• Work begins immediately upon project commencement and deposit payment
• Deliverables are created specifically for each client and cannot be resold
• Significant time and resources are invested from project initiation

2.2 Standard Refund Position

Given the custom nature of our services, refunds are generally not provided once work has commenced. However, we recognize that exceptional circumstances may warrant consideration of refund requests under the conditions outlined in this policy.

3. Refund Eligibility

3.1 Deposit Refunds

Initial project deposits may be eligible for partial or full refund if:

3.2 Milestone Payment Refunds

Milestone payments are non-refundable once the corresponding work has been:

• Completed and delivered to client
• Made available for client review
• Accepted by client (explicitly or implicitly through continued project progression)

If client cancels before milestone completion, refund eligibility will be determined based on work completed up to cancellation date.

4. Non-Refundable Circumstances

Refunds will NOT be provided in the following circumstances:

4.1 Client-Initiated Changes

• Client changes project requirements or scope after work has commenced
• Client decides they no longer need the service
• Client finds alternative solutions or providers
• Client's business circumstances change

4.2 Client Responsibilities

• Client fails to provide necessary information, materials, or access required for project completion
• Client fails to respond to communications or review requests within agreed timeframes
• Client breaches the Terms & Conditions
• Project delays caused by client actions or inactions

4.3 Subjective Dissatisfaction

• Client is dissatisfied with deliverables that meet agreed specifications
• Deliverables don't match client's unspoken expectations not outlined in project specifications
• Client's personal preferences change
• Third-party opinions about the deliverables

4.4 Technical Limitations

• Technical limitations inherent to the chosen platform or technology (when disclosed)
• Third-party service limitations or changes
• Browser or device compatibility issues beyond agreed specifications

4.5 Post-Delivery Services

• Completed and delivered projects
• Source code or deliverables already transferred to client
• Projects where final payment has been made and accepted
• Support or maintenance services already rendered

5. Service-Specific Refund Terms

6. Quality Guarantee and Remedies

6.1 Our Commitment to Quality

While refunds may be limited, we stand behind the quality of our work. If deliverables do not meet agreed specifications, we will:

6.2 Warranty Period

We provide a 30-day warranty period following project delivery during which we will:

• Fix any bugs or defects in deliverables at no charge
• Correct functionality that doesn't meet agreed specifications
• Address technical issues arising from our code

Note: Warranty does not cover:

• Changes to project requirements or scope
• Issues caused by client modifications or third-party changes
• Normal updates or enhancements beyond original scope
• Problems with client's hosting environment or infrastructure

6.3 Escalation Process

If you're not satisfied with deliverables:

1. Report Issues: Document specific issues that don't meet specifications within 7 days of delivery
2. Review Meeting: We'll schedule a meeting to discuss concerns and proposed solutions
3. Correction Period: We'll work to resolve issues within agreed timeframe
4. Final Review: Assess corrected deliverables against specifications
5. Escalation: If issues persist, escalate to senior management for resolution

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Written Request: Email refunds@codeharbor.digital with:
   • Your full name and contact information
   • Project name and reference number
   • Detailed explanation of refund reason
   • Supporting documentation (if applicable)
   • Original payment receipt or invoice number
2. Initial Review: We will acknowledge your request within 2 business days
3. Investigation: We will review project history, deliverables, and communications (typically 5-7 business days)
4. Decision Communication: We will inform you of our decision in writing
5. Processing: If approved, refunds are processed within 14 business days

7.2 Information Required

To process your refund request efficiently, please provide:

• Proof of payment (transaction ID, invoice, receipt)
• Project documentation and correspondence
• Specific examples of how deliverables fail to meet specifications
• Timeline of events leading to refund request
• Any attempts made to resolve issues through our support channels

7.3 Review Timeline

• Acknowledgment: Within 2 business days
• Investigation: 5-7 business days
• Decision: Within 10 business days of request
• Processing (if approved): Within 14 business days of approval

8. Refund Methods and Processing

8.1 Refund Methods

Approved refunds will be processed using the original payment method:

• Credit Card: Refund to original card (3-10 business days)
• Bank Transfer: Direct transfer to client's account (5-7 business days)
• PayPal: Refund to PayPal account (3-5 business days)
• Other Methods: As agreed with client

8.2 Processing Time

Once approved, refunds are initiated within 14 business days. Actual receipt timing depends on your financial institution's processing times.

8.3 Partial Refunds

If eligible for partial refund, calculation will be:

• Total paid minus value of work completed
• Minus administrative fees (if applicable)
• Minus any third-party costs incurred
• Minus non-cancellable commitments made on client's behalf

8.4 Currency and Fees

• Refunds issued in original transaction currency (SGD unless otherwise specified)
• Transaction fees charged by payment processors are non-refundable
• Client responsible for any currency conversion fees on their end

9. Project Cancellation

9.1 Client-Initiated Cancellation

If you wish to cancel a project in progress:

• Provide written notice to project@codeharbor.digital
• You will be billed for all work completed to date
• You will be billed for non-cancellable third-party services or licenses
• Any work-in-progress will be delivered in current state
• Outstanding invoices become immediately due

9.2 Cancellation Fees

Depending on project stage, cancellation may incur fees:

• Planning Phase: 20% of total project value or hours worked, whichever is greater
• Development Phase: 50% of remaining project value plus completed work
• Testing/Deployment Phase: 75% of remaining project value plus completed work

10. Dispute Resolution

10.1 Internal Resolution

We are committed to resolving refund disputes fairly. If you disagree with our refund decision:

1. Request escalation to senior management
2. Provide additional documentation supporting your position
3. Participate in good-faith discussion to reach resolution

10.2 External Resolution

If internal resolution fails, disputes may be resolved through:

• Mediation by mutually agreed mediator
• Arbitration as outlined in our Terms & Conditions
• Small claims court (for eligible amounts)

11. Exceptions and Special Circumstances

11.1 Force Majeure

If we cannot complete a project due to force majeure events (natural disasters, pandemics, war, etc.), refund eligibility will be determined based on:

• Work completed before the event
• Likelihood of completing project within reasonable timeframe
• Client's preference to wait or cancel

11.2 Technical Impossibility

If project requirements prove technically impossible to achieve (not apparent at project initiation), we will:

• Propose alternative solutions
• Offer modified scope and pricing
• If client declines alternatives, provide refund of unearned portion

11.3 Our Service Failure

If we fail to deliver agreed services due to our fault (not client-related issues), we will:

• First attempt to remedy the situation
• Offer compensation through additional services
• If resolution impossible, provide appropriate refund

12. Changes to Refund Policy

We may update this Refund Policy periodically. Changes will:

• Be posted on our website with new "Last Updated" date
• Apply to new projects immediately
• Not affect existing project agreements unless mutually agreed

Material changes will be communicated to active clients via email.

13. Contact Information

14. Additional Notes

Remember: Our goal is your satisfaction. While refunds may be limited due to the nature of custom software development, we're committed to delivering quality work that meets your specifications. Open communication throughout the project helps ensure successful outcomes.

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