Refund & Cancellation Policy

Stackvel Solutions delivers custom software, websites, mobile applications, SaaS platforms, digital marketing and automation work. Each engagement is built specifically for one client, so this policy sets out how cancellation and refunds are handled in that context.

This website does not sell any product directly. There is no checkout, no subscription and no payment page here. Every engagement starts with a written proposal or agreement, and the commercial terms in that signed document take precedence over this page wherever the two differ.

Unless the signed agreement says otherwise, project work is invoiced in stages:

• an advance payable before work begins, which reserves team time and covers discovery and planning;
• milestone payments raised as agreed stages are delivered for your review;
• a final payment on completion, before handover of source code and production credentials;
• retainer, support and marketing services invoiced for each agreed period, in advance of that period.

Third-party costs — hosting, domains, licences, app store fees, advertising spend — are separate from our fees.

You may cancel an engagement at any time by writing to us. On cancellation:

• work completed and work in progress up to the date we receive your notice is chargeable, and any milestone already delivered remains payable in full;
• the advance is applied against that work, and anything left over after it is settled is refunded to you;
• where the work completed exceeds the amount paid, we will invoice the balance;
• third-party costs already committed or spent on your behalf are not refundable, because we cannot recover them either;
• we hand over the deliverables you have paid for in full.

We may end an engagement where an account remains overdue, where the work requested falls outside what we can lawfully or competently deliver, or where continuing has become unreasonable. In that case we settle the account on the same basis as above.

We will refund a payment where:

• you paid an advance and we had not yet started work, less any transaction charge we cannot recover;
• we are unable to deliver the agreed scope and no acceptable alternative can be agreed;
• a payment was duplicated, or an amount was invoiced in error.

• Work already completed, delivered or accepted, including a stage delivered for review.
• Time spent on discovery, planning, design or development that you subsequently decided not to take forward.
• Delays or cancellation caused by materials, approvals, content, access or decisions not being provided.
• Changes of mind about scope, direction or technology after the work has been built to the agreed brief.
• Third-party costs already paid on your behalf, and advertising spend already delivered by the platform.
• Retainer, support or marketing fees for a period that has already been worked.
• Outcomes that depend on factors outside our control, such as search rankings, campaign performance or app store review decisions.

Where a deliverable does not match the agreed scope, our first step is to correct it. Tell us what is wrong, in writing, within the review or warranty period set out in the agreement, and we will fix it at no charge. Most disagreements are resolved this way, and it usually leaves you better off than a refund would.

• Write to connect@stackvelsolutions.com from the email address associated with the engagement.
• Include the project or invoice reference, the amount concerned, and what you would like to happen.
• We will acknowledge your request and come back to you with a position on it within a reasonable period, ordinarily within seven working days.
• Approved refunds are made to the original payment method or bank account, in the original currency where possible.

Bank and gateway charges, and any currency conversion difference, are deducted from the amount refunded where we cannot recover them.

If you are not satisfied with our decision, tell us and we will look at it again. Anything still unresolved is handled under the dispute resolution and governing law provisions of our Terms and Conditions and of the signed agreement for that engagement.

Cancellation and refund requests, and questions about this policy, go to: