Refund & Cancellation Policy

Scope

This policy applies to Intact Web's website and ecommerce design, development, improvement and migration services. These are customised professional services. Refund eligibility depends on the accepted scope, work performed, payments received and any applicable legal rights, rather than whether a physical item can be returned.

Any specific cancellation terms disclosed and accepted in your project agreement apply alongside this policy, subject to applicable law. This policy does not create an absolute “no refunds” rule.

How to request cancellation

Send a written request through the contact method listed on our website's Contact page, stating your project or invoice reference and the work you wish to cancel. We will confirm the request and identify any work or third-party commitments already made. If possible, specify whether you want the whole project cancelled or only a particular service or stage.

Once the request is received, we will take reasonable steps to avoid further discretionary costs. Work reasonably necessary to secure systems, protect data or complete an agreed handover will be discussed with you.

Before work begins

If no work has been performed and no approved, nonrecoverable third-party costs have been incurred, the amount paid for the cancelled work will be eligible for refund. Any proposed deduction must be supported by work actually performed or an approved cost that cannot reasonably be recovered, and must be permitted by law. Simply describing a payment as an advance does not mean the entire amount has automatically been earned.

After work has begun

We may retain payment for work actually performed within the agreed scope and approved third-party costs that cannot be recovered. The settlement will use the agreed milestone values or rates where applicable, reflecting the portion of work actually completed and avoiding double charging.

We will provide a reasonable explanation of the settlement. Any remaining unearned balance will be refunded where due. If completed work and approved commitments exceed payments received, any further amount payable will be assessed under the accepted project agreement and applicable law.

Completed or approved work

A change of preference after compliant custom work has been completed does not by itself make that work refundable. Revisions and changes remain subject to the agreed scope and revision allowance. This does not affect remedies where services are deficient, not provided or materially fail to meet the agreed requirements.

Third-party charges

Domain registrations, hosting, platform subscriptions, themes, apps, licences and other approved third-party purchases may be governed by the provider's own refund rules. We will identify any such charges included in a cancellation settlement and pass on recoveries attributable to your payment where due. We will not deduct an unapproved or recoverable cost as though it were nonrecoverable. Payment-processing charges are deducted only where lawful and expressly agreed, rather than automatically.

Delays, pauses and non-delivery

If your content, access or approvals are delayed, we may reschedule or pause the project after communicating with you. A pause does not automatically forfeit all payments. We will discuss a reasonable restart or closure arrangement.

If we cannot provide an agreed service, we will discuss an appropriate remedy, which may include a revised delivery arrangement, correction or a refund for the unprovided portion. Where law requires a different remedy, that requirement takes priority. An extension or credit will not be imposed in place of a refund to which you are legally entitled.

Refund processing and payment issues

Once the amount is established, we will confirm the approved refund and initiation details in writing. Refunds will normally be returned to the original payment method, subject to payment-provider requirements. We will communicate the expected processing timeframe based on the actual provider; bank posting time may be separate. Any mandatory refund deadline continues to apply.

If you believe a payment was duplicated, unauthorised or incorrectly charged, contact us promptly with the transaction reference. We will investigate and correct a confirmed error. Contacting us does not remove your right to use your bank's or payment provider's lawful dispute process.

Contact and legal rights

Use the details on our website's Contact page for cancellation or refund requests. Nothing in this policy restricts mandatory consumer rights or remedies available under applicable law.