Cancellation and refund policy
1. General principle
- Payment at SysaiQ is staged and each milestone is paid against a defined deliverable; cancelling at any point therefore affects only the milestones not yet performed.
- The amount of each milestone is stated in the written proposal and the contract, and that is the basis of any refund calculation.
2. Cancellation before work starts
- If you withdraw after signature and deposit but before work starts, the deposit is refunded after deducting the work already done (discovery, analysis and initial design).
- Non-refundable share of the deposit: stated in the written proposal — stated in the contract.
3. Cancellation during the project (by stage)
| Milestone status | Refund |
|---|---|
| accepted and settled | not refunded |
| in progress | work done is calculated pro rata; the rest of the amount paid for that milestone is refunded |
| not started | the amount paid for those milestones is refunded in full |
| third-party costs (domain, hosting, SMS, gateway, APIs) | in your name and not refunded by us |
Settled work completed up to cancellation is handed over to you under clause 9 of the contract framework.
4. Cancellation by us
- If we cannot continue for any reason (including force majeure), the amount for work not performed is refunded in full and the work done is handed over with its documentation.
5. Defects after delivery
- A defect in a deliverable is not in itself a reason for a refund; it is first fixed under the bug-fix warranty.
- If a defect that contradicts the acceptance criteria is not fixed within a reasonable period, the amount for that part is refunded pro rata.
6. Refund method and timing
- Refunds are made by the original payment method or to a bank account in the payer's name.
- Refund processing time after written agreement on the amount: stated in the written proposal.
- Fees deducted by the payment gateway or the bank are outside our control.
7. How to request
- Send the cancellation or refund request to info@sysaiq.com, quoting the contract or invoice number.
- Receipt is confirmed and the status of the milestones is reviewed.
- The refund calculation is stated in writing and carried out after your confirmation.
8. Consumer withdrawal right
If consumer-protection or e-commerce law grants you a right of withdrawal, that right is preserved and nothing on this page limits it. The services on this site are bespoke, delivered to each client's needs, and performance starts at the client's written request and approval.