Our projects are billed against milestones, so you only ever pay for work as it is delivered and approved. This policy explains exactly what is refundable, when, and how to ask — no fine-print surprises.
01How our billing works
Every project starts with a 50% advance and is then billed at the milestones set out in your proposal (for example: design approval, development complete, launch). Each milestone is delivered, reviewed by you, and approved in writing (email or WhatsApp both count) before we move on.
02Before work starts
If you cancel before we begin work, your advance is refunded in full, minus the payment-processing fees charged by Stripe, PayPal, Wise or the bank (typically 2–5%). “Work begun” means research, design or development hours logged against your project — we will tell you plainly which applies.
03Milestone-based refunds
- Approved milestones are non-refundable — once you approve a milestone, the payment for it is earned and final.
- Milestones not yet started are refundable — any payment covering work we have not begun is returned.
- A milestone in progress is settled pro-rata: you pay for the hours completed, and the remainder is refunded.
You never pay for work that hasn't been done — and we don't refund work you've already approved.
0414-day issue window
If something we delivered doesn't match the agreed scope or doesn't work as intended, report it within 14 days of delivery and we will fix it at no cost. Issues reported inside this window never count as “approved” work. After 14 days, fixes are handled under a maintenance arrangement or quoted separately.
05How to request a refund
- Email business.codelithlab@gmail.com with the subject “Refund request”.
- Include your project name, invoice number and a short description of the reason.
- We acknowledge within 2 business days and give a decision within 5 business days.
- Approved refunds go back to the original payment method within 7–14 business days. Amounts are returned in the currency you paid (USD, GBP, EUR, AED or INR); exchange-rate movements and processor fees are outside our control.
06Chargebacks
Please talk to us before raising a chargeback with your card issuer or PayPal. Chargebacks freeze the project, take weeks longer than a direct refund, and usually cost you more in fees than the resolution we can offer directly. In our experience every dispute is resolved faster by email — and this policy is our commitment that a fair request will be honoured.
07What is never refundable
- Third-party costs purchased for your project — domains, hosting, premium plugins, stock licences and ad spend.
- Completed and approved milestones (section 03).
- Work delayed or abandoned due to client unresponsiveness for more than 60 days, after written reminders.
08Contact
Unsure whether your situation qualifies? Email business.codelithlab@gmail.com and ask — we would rather resolve it in one honest reply than hide behind policy.