We want every engagement to be worth what you paid for it. This policy explains when fees are refundable and how to raise a request.
1. Consultations
Initial consultations are free of charge, so no refund applies.
2. Fixed-scope projects
Advance payments are refundable in full if you cancel in writing before work begins. Once work has started, we refund the advance less the value of work performed and any non-recoverable third-party costs, assessed against the agreed milestones.
3. Time-and-materials and staffing
Hours already worked and approved on a timesheet are not refundable. Prepaid hour blocks that remain unused at the end of an engagement are refunded or credited at your choice.
4. Retainers and managed services
Monthly retainers may be cancelled with 30 days' notice. The current month is not refundable; nothing further is billed after the notice period ends.
5. Third-party licences
Platform subscriptions and licences bought on your behalf follow the vendor's own refund terms. Where a vendor does not refund, we cannot.
6. Work that misses the mark
If a deliverable does not meet the agreed specification, tell us within 30 days of delivery. We will correct it at our own cost first. If we cannot bring it to specification, we refund the fees attributable to that deliverable.
7. How to request a refund
Email ap@apnemy.com with the invoice number and the reason. We acknowledge within 24 hours during business hours, decide within 7 business days, and pay approved refunds to the original payment method within 14 business days.