Refund Policy

Scope of This Policy

This Policy applies to payments made directly to Good Soft Development for services provided or to be provided by us.

Where a Service Agreement contains specific provisions on fees, deposits, cancellation, credits, refunds, milestone payments or termination, the Service Agreement shall prevail over this Policy to the extent of any inconsistency.

This Policy does not create any refund right that is not otherwise available under the applicable Service Agreement or applicable law.

Nature of Our Services

Our services are generally bespoke and may include custom software development, web and mobile application development, UI/UX design, integrations, automation, cloud and infrastructure work, technical analysis, maintenance, consulting and other technology-related services.

Because many services involve allocation of personnel, project planning, analysis, development work, design, third-party costs and reserved delivery capacity, refunds are assessed by reference to the stage of the project and the work already performed.

Payments Before Work Begins

If a client cancels an engagement before any substantive work has started, we may refund amounts paid in advance, subject to:

• any express non-refundable deposit or reservation fee agreed in the applicable Service Agreement;
• any work already performed in preparation for the project, including discovery, planning, analysis, technical review or resource allocation where chargeable;
• any third-party costs already incurred or committed on the client's behalf; and
• any other deductions expressly permitted under the applicable Service Agreement or applicable law.

Where no work has been performed and no non-recoverable costs have been incurred, we will normally refund the unused prepaid amount.

Cancellation After Work Has Started

If a client cancels an engagement after work has started, the client remains responsible for fees attributable to work performed up to the effective date of cancellation or termination.

Where the client has prepaid more than the amount properly due for work completed, committed resources and applicable non-recoverable costs, any remaining unused prepaid balance may be refunded or credited, subject to the applicable Service Agreement.

The calculation may take into account time spent by personnel, completed or partially completed milestones, discovery and planning work, reserved resources, third-party licences and costs, and payment provider charges where contractually applicable.

Completed or Accepted Work

Payments for work that has been completed, delivered or accepted in accordance with the applicable Service Agreement are generally non-refundable, except where a refund, price reduction or other remedy is required by applicable law or expressly agreed in writing.

A client's change of mind, internal change of strategy, budget change, decision not to launch a completed product, or decision not to use delivered work does not by itself create a right to a refund.

Milestone and Fixed-Fee Projects

For milestone-based or fixed-fee projects, amounts allocated to milestones already completed or accepted are generally not refundable.

If a project ends before all milestones are completed, any entitlement to a refund of prepaid amounts relating to future or incomplete milestones will be determined in accordance with the Service Agreement and the value of work already performed.

Partial completion of a milestone may be charged on a reasonable pro rata or time-spent basis where permitted by the Service Agreement.

Deposits and Reservation Fees

A Service Agreement may specify that a deposit, onboarding fee, discovery fee, reservation fee or similar initial payment is non-refundable.

Such amounts may compensate us for project onboarding, scheduling, resource reservation, preliminary analysis or other preparatory work.

Any non-refundable status is subject to applicable law and must not be interpreted as limiting any statutory rights that cannot lawfully be excluded.

Defects, Non-Conformity and Remediation

If a client believes that services or deliverables materially fail to conform to agreed specifications, the client should notify us promptly and provide sufficient information to identify the issue.

Where appropriate, and subject to the applicable Service Agreement, we may first be entitled to investigate and remedy, correct, re-perform or otherwise address the relevant issue before any refund is considered.

A refund will not normally be available solely because of minor defects, issues caused by client-side changes, incompatibility outside our reasonable control, failure to follow instructions, inaccurate information, or third-party service outages not caused by us.

Third-Party Costs

Amounts paid or committed to third parties specifically for a client's project may be non-refundable where the relevant third party does not provide a refund to us.

Such costs may include software licences, cloud or hosting services, domains, API charges, paid tools, subscriptions, stock assets, external contractors or similar project-specific costs.

Overpayments and Duplicate Payments

If a client makes an accidental duplicate payment or pays more than the amount due, the excess amount will be refunded or, with the client's agreement, applied as a credit against future invoices.

We may request reasonable evidence necessary to verify the payment before processing the refund.

Refund Requests

Refund requests should be submitted in writing to good.soft.development.uk@gmail.com and should include the client's name and company, the relevant invoice or project reference, the amount requested, the date and method of payment, the reason for the request, and any information reasonably necessary to assess it.

Review of Refund Requests

Refund requests are reviewed individually having regard to the applicable Service Agreement, the stage of the project, work performed, amounts already earned, third-party costs, any amounts outstanding and applicable law.

Approval of a refund in one case does not create an obligation to approve a refund in another case.

Processing of Approved Refunds

Where a refund is approved, we will normally process it without undue delay and, where reasonably practicable, within 14 days after the refund amount has been agreed or otherwise determined.

Refunds will normally be made using the original payment method unless another method is agreed or reasonably required. The time taken for funds to appear may depend on banks, card networks or payment processors outside our control.