Fair Review.
Clear Service Policy.
How payments, cancellations, project changes and refund requests may be handled for customized technology services.
Custom work requires
a case-by-case review.
Because many services require customized planning, development and committed technical resources, eligibility depends on the service and work already completed.
This policy should be read with our Terms & Conditions, Privacy Policy, quotation, invoice, SOW and any project agreement. A specific executed agreement prevails where its terms differ.
Services Covered
This policy may apply to custom ERP, software, websites, web and mobile apps, e-commerce, CRM, automation, APIs, UI/UX, cloud deployment, customization, maintenance, upgrades, migration, consulting and other agreed technology services.
Specific commercial terms vary according to the project.
Custom Development Services
Custom projects use dedicated analysis, design, development, testing and technical resources. Once work begins, amounts related to completed work, allocated resources or approved milestones may generally not be refundable, subject to the agreement and law.
Custom work is created for a client’s requirements and may not be reusable as a standard product.
Advance Payments
An advance may reserve resources and begin analysis, planning, research, setup, architecture, UI/UX, development or infrastructure preparation.
Before meaningful work or committed costs begin, eligibility may be assessed under the quotation or agreement. Completed work and non-recoverable costs may be deducted where applicable.
Milestone Payments
Larger projects may follow Planning → Design → Development → Testing → Deployment. A milestone payment may become due when its agreed stage is reached.
Completed and accepted milestone payments are generally not refundable. Active-milestone cancellation may be assessed against work and costs incurred.
Project Cancellation by Client
Cancellation should be requested through an official channel. We may review completed work, project stage, allocated resources, approved milestones, external expenses, licences, infrastructure, deliverables and outstanding invoices.
Any refund, credit, balance or transfer of deliverables depends on the applicable agreement and circumstances.
Cancellation Before Work Begins
A request made before substantive work begins may be reviewed for a refund.
Non-recoverable planning, administrative, licensing, processing or third-party costs may be deducted where permitted. No fixed percentage applies unless stated in writing.
Cancellation After Work Has Started
After work begins, the service is partially performed. The client may remain responsible for completed and in-progress work, milestones, committed resources, third-party expenses and other non-recoverable costs.
Any remaining refundable amount depends on the project arrangement.
Completed and Delivered Services
Payments for completed and accepted custom services or milestones are generally not refundable except where required by law or the applicable agreement.
A genuine defect should be reported through the project or support process. A correctable bug does not automatically become a refund claim.
Bugs vs. Change Requests
A bug means implemented functionality does not operate according to its agreed specification. A change request covers new functionality, modules, pages, reports, workflows, integrations, redesigns or requirements outside the original scope.
Eligible bugs may be corrected under agreed warranty or support terms. Change requests may require additional time and charges.
Client Dissatisfaction
We aim to resolve legitimate concerns professionally. Subjective preference changes do not automatically create refund rights where approved requirements were delivered.
Possible outcomes may include clarification, verified-defect correction, in-scope revision, paid modification, agreed credit, applicable partial refund or another mutually agreed solution.
Change of Mind
Custom development uses dedicated resources. If a client changes their mind after approving a project, design, milestone, feature or stage, completed work does not automatically become refundable.
Requested changes may be handled through the change-request process.
Delays Caused by the Client
Delayed feedback, approvals, content, data, credentials, access, testing, third-party information, changed requirements or prolonged inactivity may require schedule adjustment.
Such client-caused delays generally do not create an automatic refund entitlement.
Delays and Service Issues
If a significant issue attributable to AHK occurs, we aim to communicate and determine an appropriate response based on the project circumstances.
This may include corrective work, revised schedule or scope, an agreed credit or applicable partial refund. No remedy is guaranteed unless agreed or legally required.
Third-Party Costs
Projects may require domains, hosting, cloud servers, plugins, themes, licences, APIs, gateways, messaging, SSL, SaaS or other external services.
Refunds are controlled by the provider’s policy. We cannot guarantee recovery of amounts already paid to third parties or non-refundable services.
Domain, Hosting and Infrastructure
Domains, renewals, hosting, servers, cloud resources and similar infrastructure may be non-refundable once purchased, activated, renewed or allocated.
Provider terms also apply when purchased for a client.
Digital Products and Licences
Separate terms may apply to a digital product, template, module, plugin, source package or licence.
Where an item has been delivered, downloaded, activated, licensed or accessed, refund eligibility may be restricted to the extent permitted by law.
Maintenance & Support Services
Maintenance may be provided through monthly or annual plans, retainers, support packages, hourly arrangements or custom agreements.
Fees for periods already provided are generally not refundable. Future cancellation follows the applicable maintenance or subscription terms.
Recurring Services
Where recurring billing applies, cancellation affects future services according to the billing arrangement.
Requests should be submitted before the applicable renewal event where required by the agreement. No unverified universal deadline is stated here.
Data Migration Services
Migration depends on source-data quality, structure, completeness and compatibility. Unexpected data issues may require additional work.
Completed migration fees are generally not refundable merely because the client later changes systems or requirements.
Client-Supplied Information
Clients must provide accurate requirements and information.
Additional work caused by incorrect, incomplete, outdated or misleading information may be chargeable and does not normally justify refunding completed original work.
Inactive or Abandoned Projects
Projects may be paused if the client stops responding or fails to provide required information, approval, content, access or payment for an extended period.
Restart conditions, charges, rescheduling and treatment of earlier payments follow the applicable agreement.
Refund Request Process
Send the request through an official channel with your name, company, project or service name, invoice/payment reference, payment date, amount, reason and relevant supporting information.
Complete information helps us evaluate the request fairly.
Review of Refund Requests
We review the agreed scope, quotation or contract, completed work, project stage, approved milestones, incurred costs, third-party expenses, delivered items, cancellation reason and applicable law.
Approval or rejection depends on the specific circumstances and governing terms.
Approved Refunds
If approved, the amount and method will be communicated. An appropriate available payment method may be used.
Banking, gateway or currency-processing factors may affect receipt. No guaranteed processing period is stated unless formally adopted.
Chargebacks and Payment Disputes
Please contact AHK first if you believe a payment is incorrect or a service issue is unresolved.
Fraudulent or abusive disputes may be contested using project records, approvals, communications, invoices and evidence. This does not restrict rights that cannot lawfully be limited.
Our Commitment to Fair Resolution
We aim to understand genuine concerns, review agreed scope and completed work, and seek a reasonable resolution consistent with agreements and law.
Transparent communication and long-term client relationships matter to us.
Relationship With Other Agreements
This policy forms part of the general website and service terms. Quotations, proposals, SOWs, invoices, maintenance terms, subscriptions or signed contracts may add or change provisions.
A valid project-specific written agreement applies to the extent of any inconsistency.
Changes to This Policy
We may update this policy to reflect services, practices, payment arrangements or applicable requirements.
Revisions will be published here with an updated date.
Contact Us
For refund, cancellation, billing or service questions, contact us through the verified business channel below.
Let’s review the details
fairly and clearly.
Include the project, invoice reference, payment details and reason for your request.