Policies

Refund Policy

Fair, transparent, and clearly defined.

Last updated: August 25, 2026

Introduction

Refund requests are evaluated based on the scope of work completed, contractual agreements, and applicable payment terms. Custom software development services are generally non-refundable once development has commenced unless otherwise specified in the service agreement.

1. General Policy

Due to the nature of custom software development, the following applies:

  • Payments for completed work are non-refundable
  • Milestone-based payments cover work delivered at each phase
  • Advance payments secure capacity and resource allocation

2. Eligible Refund Scenarios

A refund may be considered in the following circumstances:

  • Work has not yet commenced and the project is cancelled by mutual agreement
  • CocoTech Global is unable to deliver as per the agreed scope and timeline through no fault of the client
  • Duplicate or erroneous payments
  • Specific provisions agreed upon in the project contract

3. Non-Refundable Items

  • Consultation fees and discovery sessions
  • Work already completed and delivered
  • Third-party licences, services, or subscriptions procured on your behalf
  • Rush or priority scheduling fees
  • Custom design work that has been approved

4. Cancellation

If a project is cancelled:

  • Payment is required for all work completed to the cancellation date
  • Any unused advance payment for unstarted milestones may be refunded
  • A cancellation fee may apply as specified in the project agreement
  • All completed deliverables will be transferred upon receipt of final payment

5. Process

To request a refund:

  • Submit a written request via email with your project details
  • Include the reason for the refund request
  • Requests will be reviewed within 7 business days
  • Approved refunds are processed within 14 business days

6. Disputes

If you disagree with a refund decision, we encourage open communication to reach a fair resolution. Unresolved disputes will be handled according to the dispute resolution terms in your service agreement.

7. Contact

For refund enquiries: