Billing & Refund Policy

1. Overview

Quoted projects are billed through PayFast invoice links generated per engagement. Fixed-price services can also be ordered through our online checkout (section 7). We never see or store card details. Because our work involves skilled time and effort that cannot be reclaimed once performed, this policy is structured around the milestone and deliverable model that governs every engagement. By accepting a quote or placing an order and making payment, you agree to these terms.

2. Billing summary

3. Deposit (first invoice)

A deposit of 50% of the agreed project value is invoiced before work begins. It covers discovery, scoping, initial design, resource allocation, and any third-party tools procured on the client's behalf.

• Refundable — before work starts: if you cancel in writing within 48 hours of paying the deposit AND before any scoping, design, or development work has commenced, the deposit is refunded in full within 7 business days.
• Partially refundable — after work has started: the deposit is refundable only for the portion of work not yet completed. We provide an itemised breakdown; the refundable balance = deposit minus the value of completed work.
• Non-refundable — after milestone 1 delivery: once the first milestone deliverable has been submitted for review, the deposit is non-refundable regardless of whether you proceed.

4. Milestone payments

• Non-refundable once the associated deliverable has been submitted for review, regardless of change requests or a decision not to continue.
• If a milestone deliverable materially fails to meet the agreed written specification, we will revise it at no additional cost. Refund is not applicable in lieu of revision.
• If we fail to deliver a milestone within the agreed timeline (extended by any client-caused delays), you may request a partial credit toward the next invoice — not a cash refund — at our discretion.

5. Final payment

The final invoice (typically the remaining 50% for fixed-price projects) is due on delivery of the completed project. Final payments are non-refundable once the project has been handed over and accepted. "Accepted" means you have been given access to the deliverable and have not raised a written objection within 5 business days of delivery.

6. Retainer & monthly services

• The current month's retainer is non-refundable once the billing period has started.
• You may cancel future months with 14 days' written notice before the next billing date.
• No partial refunds are issued for mid-month cancellations.

7. Fixed-price services ordered online

Services ordered through our online checkout have a fixed scope, delivery time and price, shown on the order page before you order. They are paid in full when ordered, and work is scheduled once payment is received. Sections 3–5 (deposit, milestones, final payment) do not apply to these orders.

• Full refund — before work starts: if you cancel in writing before we have started work on your order, the full amount is refunded within 7 business days.
• Partial refund — after work has started: the refund is the amount paid minus the value of work completed, with an itemised breakdown.
• Non-refundable — once delivered: once the service has been delivered (for example, the report sent, the session held, or the setup handed over), the order is non-refundable.
• If we cannot deliver: if we are unable to deliver a service you have paid for, we refund the full amount.
• Advisory sessions can be rescheduled once at no cost with at least 24 hours' notice. A retainer month ordered online follows section 6 once that month has started.

8. Service delivery

All our services are delivered remotely. There are no physical goods and nothing is shipped.

• When work starts: once payment is received for an online order, or once the deposit invoice is paid for a quoted project. We confirm the start date by email.
• Delivery times: the delivery time of each fixed-price service is shown at checkout and counted in business days (Monday to Friday, excluding public holidays in Pakistan) from payment confirmation. Quoted projects follow the timeline in the written scope.
• How it is delivered: by email, by video call, or directly into accounts you control (such as your hosting, code repository or domain), as suits the service.
• What we need from you: any delay in providing access, content or feedback extends the delivery time by the same period.

9. Out-of-scope & third-party costs

Any work invoiced as an addition or change to the original scope (change requests, additional features, extra revisions) is non-refundable once completed and delivered. Any third-party costs procured on your behalf — domain registrations, hosting subscriptions, software licences, API credits, SSL certificates — are non-refundable regardless of project status, as they are paid directly to third-party providers.

10. How to request a refund

Refund requests must be submitted in writing to [email protected] with the subject "Refund Request — [Your Invoice Number or Order Reference]". Include your full name, business name, invoice number or order reference, date of payment, and reason. We acknowledge receipt within 2 business days and respond with a decision within 5 business days. Approved refunds are returned by the method you paid with — via PayFast, or to your bank account for bank transfers — and typically take 5–10 business days to appear.

11. Disputes & chargebacks

If you believe a charge was made in error, please contact us at [email protected] before initiating a chargeback or payment dispute. Most billing issues can be resolved quickly and directly. Chargebacks initiated without first contacting us may result in suspension of services and referral to our legal counsel.

12. Policy updates

We may update this policy at any time. Changes take effect from the date of publication at autoscale.global/billing. Engagements already in progress are governed by the policy in effect at the time the quote was accepted or the order was placed.