Refund Policy

Custom software work is typically planned, scoped, and carried out specifically for the client requesting it. For that reason, fees for work already performed, time already allocated, discovery already completed, or deliverables already supplied are generally non-refundable unless a written agreement states otherwise.

If you have paid for a project and decide to cancel before any paid work starts, you may request a refund review. Any non-refundable reservation fee, scoping fee, or payment explicitly described as non-refundable in the proposal or invoice may still be retained.

If a payment processor has already charged transaction fees that are not returned to us, those charges may be deducted where legally permitted and clearly disclosed in the underlying agreement.

Once delivery work, discovery, architecture, design, implementation, or consultation has started, payments already earned for completed work, time booked, or milestones reached are non-refundable.

If a project ends part-way through, we may, at our discretion or where required by contract, provide a pro-rated adjustment for clearly unperformed work that has not yet been started and was already prepaid.

Deposits and milestone payments are used to secure delivery time and cover work planned against the agreed scope. Unless a written agreement states otherwise, deposits are non-refundable once project scheduling, scoping, or execution has begun.

Milestone payments become due according to the proposal, statement of work, or invoice terms. A refund is not created merely because the client later changes priorities, pauses the project, or decides not to use completed deliverables.

Refund requests based on dissatisfaction should first be raised through the normal project review process so the issue can be assessed against the agreed scope, acceptance criteria, and any documented revision rounds.

Where there is a genuine delivery dispute, we prefer to review the project record in good faith and look for a commercially reasonable resolution before either side escalates the matter.

If you believe a payment was charged incorrectly, contact us before initiating a chargeback where possible. Unsupported chargebacks on custom service work can delay resolution and may lead us to rely on project records, approvals, and correspondence to defend the charge.

To request a refund review, contact Vibe Pipeline using the same contact route used for the project or via the website enquiry path. Include your name, company, invoice reference, payment date, and a short explanation of the issue.

Refund reviews are assessed against the written agreement, invoices, project status, and work already completed.

If you have a signed proposal, statement of work, master services agreement, or other written contract with Vibe Pipeline, that contract takes priority over this general website policy to the extent of any inconsistency.