Refunds and cancellation

Try it before you pay

Wherever the written scope provides for it, you use the solution in your own work before you pay for it. If you decide to keep it, you pay the agreed fee and it becomes yours. If you decide not to, we take it out and you do not pay the fee for that solution.

The written scope sets how long the trial runs, what counts as keeping the solution, and how any parts, hardware or third-party costs bought for your project at your request are handled. Where a deposit applies, the scope says so, and a deposit for work that has not started is refunded in full if you cancel.

Once work is under way

Either side can end an engagement in writing. You pay for work completed up to that point and for costs already committed on your behalf, such as hardware or a third-party licence bought for your project. Anything you have paid beyond that is refunded.

Once you have paid for work, it is yours. The code, the data, the documents and the hardware you have paid for are handed over whether or not the engagement finished.

Recurring support

A monthly support arrangement can be cancelled with thirty days written notice. We do not bill past the notice period and we do not charge a cancellation fee. Support is never a condition of keeping what you have already paid for.

If a deliverable is not right

If a deliverable does not do what the signed agreement said it would, tell us in writing within thirty days of delivery and we will correct it at no charge. Correction is measured against what that agreement specified, not against a later change of requirements.

This does not cover a change to what you asked for, a change you or a third party made to the work after handover, a failure in third-party software, hardware or services, or use outside what the agreement described. Those are new work and are quoted as such.

If we cannot correct it within a reasonable time, we refund the fees you paid for that deliverable. To the maximum extent the law allows, correction and that refund are your exclusive remedies, and our total liability for a deliverable is limited to the fees you actually paid us for it.

How to ask

Write to mike@boldmoose.com. We will normally answer within five business days. An approved refund normally reaches the original payment method within ten business days, subject to the payment provider's own timing, which is outside our control.