1.Services and delivery
Deliverables may include research, content or process documents, design, prototypes, code, a deployed website, system configuration, training or support. Delivery method, format, environment, milestones and estimated dates are governed by the project documents. There are no physical shipping charges.
2.Timing and delays
Estimated dates depend on the client providing information, access, feedback and approvals on time. If scope changes, third-party dependencies or events outside reasonable control affect timing, we notify the client and update the plan.
3.Review and acceptance
The client should review deliverables against the acceptance criteria within the period stated in the project documents and consolidate reports of non-conformity. We address in-scope defects. New features, preference changes or out-of-scope work require separate confirmation.
4.Changes and cancellation
A pause, change or cancellation should be requested in writing. Work completed before cancellation, committed third-party costs and reasonable close-out or handover work may remain payable. Notice periods and charges are set by the accepted project documents.
5.Refunds
Refund eligibility is assessed against the accepted proposal, progress completed, value delivered, non-cancellable third-party costs and applicable law. An unused prepayment where work and costs have not begun, duplicate payment or payment made in error is returned to the original payment method after verification. Completed or accepted bespoke work is not normally subject to an automatic full refund. Rights that cannot lawfully be excluded are unaffected.
6.Refund processing
An approved refund is returned to the original payment method. Posting time depends on the bank or payment provider. We provide available refund records. Contact us with the order or invoice reference, payment date, amount and reason, but never send a full payment card number.
7.Problems and disputes
If there is a delivery or payment problem, contact us first so both parties can review the project documents and records and try to resolve it. This does not restrict either party's legal rights.
lck@ebeneaisolution.com