Refund Policy

1. Pre-Order Deposit Policy

• All orders are pre-orders. A £1,000 deposit is required to reserve your project slot and commence work.
• The deposit secures your place in our production queue and covers initial discovery, planning, and setup work.
• The deposit is deducted from the final invoice — it is not an additional fee.
• The remaining balance is only due after we deliver the project and you approve the work.

2. Satisfaction Guarantee

We offer a Satisfaction Guarantee on all Projects:

• After we deliver your final deliverables, you have 7 calendar days to review and test them thoroughly.
• If you're not satisfied, we'll make up to 2 rounds of revisions at no additional cost to address your concerns.
• If, after revisions, you're still not satisfied, we'll refund your £1,000 deposit in full within 14 business days.
• To qualify for a refund, you must have provided reasonable feedback during the review period and allowed us the opportunity to make revisions.

3. When Refunds Apply

We provide refunds in the following circumstances:

• Pre-work cancellation: If you cancel before we commence any work (before the discovery call), you'll receive a full refund of your deposit within 5 business days.
• Satisfaction guarantee claim: As described above, if we cannot deliver work that meets the agreed specifications after reasonable revisions.
• Company inability to deliver: If we determine we cannot fulfil the Project requirements, we'll refund your deposit in full and recommend alternative solutions.

4. When Refunds Do NOT Apply

Refunds will not be issued in the following circumstances:

• You change your mind after the deliverables have been fully produced, tested, and approved by you.
• You fail to provide necessary information, access, or feedback within reasonable timeframes, causing delays or quality issues.
• You use the deliverables in production for more than 7 days without raising concerns.
• The request for refund is made more than 30 days after Project completion.
• You violate our Terms & Conditions or engage in abusive behaviour toward our team.
• Third-party service costs incurred during the build process are not refundable.

5. Partial Refunds

• In rare cases, a partial refund may be appropriate — for example, if the Project is partially completed before cancellation.
• Partial refunds are calculated based on the percentage of work completed, at the Company's reasonable discretion.
• Any third-party costs already incurred on your behalf will be deducted from any refund amount.

6. Cancellation by Client

• You may cancel your Project at any time by emailing forgeandcoteam@gmail.com.
• Before work begins: Full deposit refund (minus any third-party costs already incurred).
• After work begins but before delivery: Deposit is non-refundable. You must pay for work completed up to the cancellation date.
• After delivery and approval: No refund is available as the service has been fully rendered.

7. Cancellation by Company

• We reserve the right to cancel a Project if you breach our Terms & Conditions, fail to cooperate, or engage in behaviour that makes it unreasonable for us to continue.
• If we cancel for reasons within our control (not due to Client breach), we'll refund any deposit paid minus work already completed.

8. Add-Ons & Upgrades

• Add-ons are non-refundable once work on them has commenced.
• If an add-on has not yet been started, it can be removed from the Project and the corresponding amount will be deducted from the final invoice.
• The 90-Day Support Package can be cancelled with 30 days' notice, but no partial refunds are given for unused support days.

9. Ongoing Costs

The following are not refundable under any circumstances:

• Third-party platform costs (e.g., cloud hosting, API credits, software subscriptions)
• CRM subscription fees or integration costs paid to third parties
• Domain registration, hosting, or SSL certificate costs
• Any custom software licences purchased specifically for your Project

10. How to Request a Refund

To request a refund:

• Email us at forgeandcoteam@gmail.com with the subject line "Refund Request — [Your Company Name]"
• Include your order date, payment reference, and detailed reason for the refund request
• We'll acknowledge your request within 2 business days and respond with a decision within 7 business days
• Approved refunds will be processed to the original payment method within 14 business days

11. Dispute Resolution

• If we cannot agree on a refund, we'll first attempt to resolve the matter through direct discussion.
• If direct discussion fails, either party may escalate to mediation through the Centre for Effective Dispute Resolution (CEDR).
• Legal action should be considered a last resort after good faith negotiation and mediation have been exhausted.

12. Changes to This Policy

We may update this Refund Policy from time to time. The current version will always be available on this page. The policy in effect at the time of your deposit payment applies to your Project.

13. Contact

For refund enquiries, contact us at forgeandcoteam@gmail.com.