Last updated: January 15, 2025
At CodeLab, we are committed to delivering high-quality software development services that meet your expectations. This Refund Policy outlines the conditions under which refunds may be requested and granted for our services.
1. Service Overview
CodeLab provides custom software development services including web application development, mobile app development, cloud solutions, API integration, cybersecurity services, and AI/ML implementations. Our services are typically provided under project-based contracts with defined scopes, milestones, and deliverables.
2. Project-Based Engagements
2.1 Discovery Phase
Most projects begin with a paid discovery phase where we analyze requirements, create technical specifications, and provide detailed estimates. If you decide not to proceed after the discovery phase:
- The discovery phase fee is non-refundable as it covers completed work
- You retain all deliverables produced during discovery (specifications, wireframes, estimates)
- No further obligations exist between parties
2.2 Development Phase Cancellations
If you choose to cancel a project during the development phase:
- Work completed up to the cancellation date is billable and non-refundable
- Any advance payments for uncompleted milestones will be refunded within 30 business days
- You receive all source code, documentation, and work-in-progress for completed portions
- A 14-day written notice is required for project cancellation
2.3 Milestone-Based Payments
For projects with milestone-based payment structures:
- Payments are due upon acceptance of each milestone deliverable
- Approved milestone payments are non-refundable
- Disputed deliverables will undergo our resolution process before payment is required
3. Satisfaction Guarantee
We stand behind the quality of our work. If a deliverable does not meet the agreed-upon specifications:
- We will work with you to address any deficiencies at no additional cost
- You must notify us of issues within 14 days of deliverable acceptance
- We will make reasonable modifications to meet the original specifications
- If we cannot resolve the issue satisfactorily, a partial refund may be considered
4. Refund Eligibility
4.1 Eligible for Refund
- Advance payments for work that has not yet commenced
- Payments for milestones not delivered within agreed timelines (subject to force majeure)
- Services not rendered due to CodeLab's inability to fulfill the contract
- Duplicate or erroneous payments
4.2 Not Eligible for Refund
- Completed and accepted milestone payments
- Discovery phase and consultation fees for completed work
- Changes in your project requirements or business decisions
- Delays caused by lack of client feedback or resources
- Third-party licenses, hosting, or services procured on your behalf
5. Refund Process
5.1 How to Request a Refund
To request a refund, please:
- Email [email protected] with your request
- Include your project name, invoice number, and reason for the refund
- Provide any supporting documentation
5.2 Review Timeline
- We will acknowledge your request within 2 business days
- Our team will review the request within 10 business days
- You will receive a written response with our decision and any applicable refund amount
5.3 Refund Processing
Approved refunds will be processed within 30 business days via the original payment method. Bank transfer refunds may take additional time depending on your financial institution.
6. Retainer and Maintenance Agreements
For ongoing retainer or maintenance agreements:
- Monthly retainer fees are non-refundable once the billing period has begun
- Unused hours do not roll over unless explicitly stated in your agreement
- Cancellation requires 30 days written notice before the next billing cycle
- Annual prepayments may be refunded pro-rata for unused months with 60 days notice
7. Dispute Resolution
If you disagree with a refund decision:
- You may request a review by our senior management within 14 days
- We will schedule a call to discuss your concerns
- A final written decision will be provided within 14 days of the review
- If disputes cannot be resolved, arbitration in Prague, Czech Republic will apply
8. Force Majeure
Neither party shall be liable for delays or failures in performance resulting from circumstances beyond reasonable control, including natural disasters, war, government actions, or pandemic-related disruptions. In such cases, project timelines will be adjusted accordingly, and no refunds will be issued for delays attributable to force majeure events.
9. Amendments
We reserve the right to modify this Refund Policy at any time. Changes will not affect projects already under contract, which will be governed by the policy in effect at the time of contract signing.
10. Contact Information
For questions about this Refund Policy or to initiate a refund request:
CodeLab - Billing Department
Václavské náměstí 47
110 00 Prague
Czech Republic
Email: [email protected]
Phone: +420 224 817 263
