We want every client to be satisfied with our services. This policy explains refund eligibility for project-based engagements with SilverOak Commerce.
Project-based services
Most of our work is delivered against milestones described in a written statement of work. Refund eligibility is evaluated against the work completed and accepted at the time of the request.
Eligibility
- Before work begins: Deposits are refundable in full minus any third-party fees already incurred.
- During delivery: Fees for milestones not yet started are refundable. Fees for milestones in progress are refundable on a pro-rata basis for work not yet performed.
- After acceptance: Once a milestone is delivered and accepted in writing, fees for that milestone are non-refundable.
- Recurring services: Monthly retainers can be cancelled with 14 days' written notice; fees already paid for the active period are non-refundable.
Cancellation
Either party may cancel a project as described in the applicable statement of work. We will deliver all completed work product and a final invoice for fees earned through the cancellation date.
Dispute resolution
If you have a concern about a deliverable or fee, please email sales@appsnl.com within 14 days. We will work with you to resolve the issue promptly and in good faith.
Chargebacks
We ask that clients contact us first before initiating a chargeback. Unjustified chargebacks may be contested with documentation of work performed and accepted.