Refunds and Cancellation

This page explains what happens to your money if a project changes or ends. It is written to match how we actually structure engagements, described in full on our how we work page.

Fixed-scope projects

A fixed-scope project is billed against agreed milestones set out in the written proposal.

• If you cancel before a milestone is delivered, you are billed only for the work completed up to that point, assessed in good faith against the proposal.
• Once a milestone is delivered and accepted, the fee for that milestone is not refundable, because the work has been done and handed over.
• If we fail to deliver a milestone to the standard agreed in the proposal, we will fix it at no extra charge before asking for payment on it.

Monthly retainers

A monthly retainer is billed in advance for that month's work.

• You may cancel with thirty days' notice, as described in our terms. The current month you have already paid for is not refunded, since it covers time we have set aside for you regardless of when in the month you give notice.
• If we are unable to deliver the retainer's work in a given month for reasons on our side, we will credit that month rather than bill it.

Dedicated team arrangements

Billed the same way as a retainer, for the same reasons: notice ends the arrangement going forward, and the current billing period is not refunded once it has started.

What is never refunded

Work that has been delivered, reviewed, and accepted by you is not refunded once delivered, because at that point you have received what you paid for. This is true across all three engagement types.

Disputes

If you believe an invoice is wrong or a milestone was not delivered as agreed, tell us. We would rather sort it out directly than have either of us treat a genuine mistake as a dispute. Email hello@altrazen.com with the details and we will respond within one working day.

Changes

If we change how this works, we update this page and the date above before it applies to any new engagement. It does not apply retroactively to an engagement already under way.

Contact

Questions about a specific invoice or cancellation: hello@altrazen.com