Return Policy

A return policy for a custom software company typically stipulates that refunds are not available once development work has commenced or been completed, due to the bespoke nature of the service and the investment of specific resources.

Instead of traditional "returns," policies focus on project cancellation, phased refunds, and warranty-based bug fixes.

Key Principles of a Custom Software Return Policy

No Refunds for Completed Work: Once a project is finished and the client has accepted the deliverables, refunds are generally not issued, except for specific, agreed-upon warranty issues.

Phased Refunds for Cancellations: If a client cancels a project, any potential refund is usually calculated based on the work completed up to that point. For example, a partial refund may be given for the unused portion of a contract or work not yet started.

Warranty and Bug Fixes: Instead of a return, the service agreement typically includes a warranty period (e.g., 30 to 90 days) during which the company commits to resolving bugs or defects that do not meet the agreed-upon specifications, at no additional cost.

Client Responsibility: The policy often emphasizes the client's responsibility to participate in the requirements gathering and approval process. Delays or issues caused by the client's failure to provide timely information or approvals are usually not grounds for a refund.

Clear Documentation: All terms, including non-refundable items, cancellation fees, and the process for requesting a refund, are clearly outlined in the initial service agreement or contract to avoid misunderstandings.

Typical Refund Scenarios :
Before work begins
Full refund available within 24-48 hrs.

After requirements gathering, before design
Partial refund (e.g., 75% available), minus expenses incurred.

After design approval, before development
Partial refund (e.g., 50% available), based on completed work and time/resources invested.

During development
Partial refund calculated based on completed milestones, work performed, and third-party costs.

After final delivery and client acceptance
No refunds, but covered by the warranty period for defects.

Proven defect/malfunction
Refund or correction may be provided if issues cannot be resolved within the warranty period.