Refunds & Returns

Most of what we do is custom, project-based work: design, development, and software built specifically for you. Because that work is performed to order, this policy focuses on services rather than returnable physical goods. The specific commercial terms of any engagement — deposits, milestones, and refund conditions — are set out in your signed proposal or statement of work ("Project Agreement"), which takes precedence over this page if they differ.

Projects usually begin with a deposit and are billed in stages as work progresses. Deposits reserve our time and cover the discovery and setup we do before you see the first deliverable, so they are non-refundable once work has started. Stage payments cover work already completed and are likewise non-refundable for that completed work.

You can cancel an engagement at any time by letting us know in writing. When you do:

• You're billed for all work completed and any non-cancellable costs committed on your behalf (for example third-party licences or services) up to the cancellation date;
• Any amount you've pre-paid beyond that is refunded to you;
• Work is delivered in its current state, and we'll hand over what's been paid for.

If we ever need to cancel or can't complete a project, we'll refund any pre-paid amount that covers work we haven't performed.

We want you happy with the result, and your Project Agreement includes revision rounds so we can get there together. Requesting changes within the agreed scope is part of the process — not a reason for a refund. If you feel a deliverable materially misses what we agreed, contact us and we'll work to make it right before considering any refund.

If we offer any digital products — such as templates, themes, or downloadable files — those are sold "as is" and, because they're delivered instantly and can't be returned, they are generally non-refundable once accessed or downloaded. If a digital product is faulty or not as described, contact us within 14 days and we'll repair it or issue a refund.

Some engagements include fees paid to third parties on your behalf — hosting, domains, plugins, stock assets, or platform subscriptions. Those charges follow the third party's own refund terms and are not refundable by us once incurred.

Email info@stackdbase.com with your name, the project or order it relates to, and a short explanation. For digital products, please get in touch within 14 days of purchase. We read every message and will reply promptly to work through it with you.

When a refund is approved, we process it to your original payment method. Depending on your bank or payment provider, it typically appears within 5–10 business days. Any non-refundable amounts described above (completed work, deposits, third-party costs) are deducted before the refund is issued.

If you have a concern about a charge, please contact us first — it's almost always quicker to resolve directly. Opening a chargeback without reaching out may pause active work while the dispute is reviewed.

We may update this policy from time to time. When we do, we'll revise the "Effective" date above. The version in force when you purchase or sign a Project Agreement is the one that applies to that transaction.

Questions about a refund or this policy? We're here to help.

info@stackdbase.com
stackdbase.com/contact