Refund Policy

What this policy covers

We take two kinds of payment, and each is treated differently below:

• Project payments: an initial payment and subsequent payments against defined milestones in an agreed scope
• Recurring payments: monthly or annual support, maintenance, or hosting retainers billed in advance

Project work: milestone-based refunds

Project payments are refundable up to the point a milestone is accepted, and not after.

Once a milestone has been accepted, the payment for that milestone is final and no refund is available for it. This is because the work has been performed, delivered, reviewed, and confirmed as meeting the agreed scope.

Where you cancel a project part-way through, we calculate a settlement: milestones already accepted are not refundable, work in progress on the current milestone is charged on the basis of time and materials actually spent, and any balance you have paid beyond that is refunded to you.

What acceptance means

Under our Terms and Conditions, a milestone is accepted at the earliest of these:

• You confirm acceptance of the milestone in writing
• The agreed review period passes without you raising a written objection
• You put the delivered work into live use in your business

We tell you in writing when a milestone is delivered and when the review period starts, so the date acceptance takes effect is never a surprise. If something does not meet the agreed scope, raise it in writing within the review period and we will correct it at no charge rather than treating it as accepted.

The initial project payment

The initial payment secures your place in our delivery schedule and pays for discovery: the sessions, analysis, and documentation that turn your requirements into a scope we can build against.

It is refundable in full if you cancel before discovery begins. Once discovery work has started, it is refundable only for the portion of that work not yet carried out. Once discovery is complete and the scope document has been delivered to you, it is not refundable, because the work it paid for has been done and the output is yours.

Recurring support and maintenance retainers

Retainers are billed in advance for a fixed period and reserve capacity in our schedule for that period.

You may cancel a retainer at any time by giving thirty days written notice before the next renewal date. Cancellation takes effect at the end of the period you have already paid for, and you keep full service until then.

Payments for a billing period that has already started are not refundable, whether or not you used the support hours in it. We do not charge you for periods after cancellation takes effect.

When we will refund in full

We refund in full, regardless of the rules above, where:

• You were charged in error, including a duplicate payment or a payment for the wrong amount
• You paid for an engagement we then declined or were unable to start
• We terminate an engagement for a reason that is not your breach, in which case unearned amounts are returned
• A payment was made fraudulently by someone other than you, once that is established

If we have made a mistake, we fix it. You do not need to argue the point under this policy.

When we will not refund

To be clear about the limits, we do not refund:

• A milestone that has been accepted, as defined above
• Work already performed on a cancelled engagement
• A billing period on a retainer that has already begun
• Third-party costs we have already paid on your behalf, such as hosting, domains, licences, or app store fees
• Delays or failures caused by information, content, access, or approvals not being provided by you
• A change of mind about a scope you agreed to and we have already built
• Dissatisfaction with an outcome that matches the agreed scope, where no defect exists

How to request a refund

Send a written request to info@moveonlinenow.com with your invoice or transaction reference, the amount, the date of payment, and the reason for the request.

• We acknowledge every request within two working days
• We review it and give you a written decision within ten working days
• Where a refund is due, we process it within fourteen working days of that decision

Refunds are returned to the original payment method and in the original currency. We cannot refund to a different card, account, or person.

Charges we cannot return

Payment provider fees, bank charges, and currency conversion losses are deducted by third parties and are not ours to return. A refund is issued net of any such charge that the provider does not reverse.

Where a payment was converted between currencies, the amount you receive back may differ from the amount you paid because the exchange rate has moved. We refund the original amount in the original currency and cannot cover that difference.

Disputes and chargebacks

If you disagree with a decision under this policy, reply to us at info@moveonlinenow.com and ask for it to be reviewed. A member of our team who was not involved in the original decision will look at it again.

Please raise a dispute with us before starting a chargeback with your bank or card issuer. A chargeback opened without contacting us first is usually slower for you and, where the work has been delivered and accepted, we will defend it with the delivery and acceptance record.

None of this affects any right you have under the consumer protection law that applies to you.

Changes to this policy

We may update this policy. The version that applies to a payment is the version published when the payment was made. The date at the top of this page shows when this version was published.

Contact

For anything relating to a payment or a refund, contact info@moveonlinenow.com or call +1 240 315 1880.