Refund & Cancellation Policy

The short version

Custom design and development is made to order. Once work has started, fees are non-refundable. There is no trial period, no cooling-off period and no refund for a change of mind.

The narrow situations where a refund is available are set out below and are the only ones. Read this page before you pay — accepting a quote or paying a deposit means you accept this policy.

The principle

Every MANDER project is custom work produced specifically for one client. It cannot be resold, restocked or reused for anyone else. Once we have begun, our time is spent and cannot be recovered, and the slot in our production schedule was withheld from other clients to hold it for you.

For that reason, payments for custom digital work are non-refundable once work has commenced. Everything below explains how that applies in practice.

Deposits are non-refundable

The deposit secures your place in our production schedule, which means turning down or deferring other work for that period. It also funds the discovery and strategy work that happens first.

A deposit is refundable in full only if you cancel in writing before any work begins. From the moment work commences — which includes discovery, research, scheduling, or any third-party purchase made for your project — the deposit is non-refundable in full, regardless of how much of the project remains.

What is never refundable

The following are not refundable under any circumstances, because the cost is spent or the value is delivered at the moment of payment:

• Work already performed, assessed against the deliverables and stages in the agreed scope.
• Deposits, once work has commenced.
• Domain registrations, renewals and transfers.
• Hosting, platform and infrastructure fees already paid.
• Font, stock imagery, plugin and software licences purchased for your project.
• Third-party service subscriptions set up at your request.
• Payment processing and gateway fees already deducted by a payment provider.
• Completed and delivered months of any monthly plan.
• Rush or priority fees, once the schedule has been rearranged to accommodate them.
• Taxes already remitted to a tax authority.

Change of mind is not a refund event

Deciding not to proceed, changing direction, going with another supplier, a change in your circumstances, or the project no longer being commercially useful to you are not grounds for a refund of work performed or of a deposit against commenced work.

The same applies to a preference change — wanting something different from what was scoped and approved, a new visual direction, or dissatisfaction with a decision you approved along the way. That is quoted as additional work. Your included revision rounds exist precisely so preferences are resolved before approval.

Work already completed

Completed work is chargeable. If a project ends early for any reason, you are liable for the work performed up to that point, assessed against the deliverables and stages set out in the agreed scope.

Where you have paid more than the value of the work completed, we refund the difference, less any non-refundable third-party costs listed above. Where you have paid less, the balance for completed work is invoiced and payable immediately.

If you cancel

Tell us in writing and we will stop work immediately and issue a final statement covering work completed and third-party costs incurred, set against what you have already paid.

Where the balance is in your favour, we refund it. Where the amounts committed exceed what you have paid, the difference is invoiced and payable.

On cancellation, work in progress is not transferred to you unless it has been paid for. Where you have paid for a stage, we hand over what that stage produced and nothing further.

If we cancel

If we end a project for reasons other than your breach of the terms or non-payment — for example, we can no longer deliver it to the standard we promised — we will tell you promptly, hand over everything produced to that point at no additional charge, and refund every amount you have paid for work we did not perform.

Where we end a project because of non-payment, abusive conduct or a serious breach of the terms by you, the ordinary cancellation position above applies and amounts paid are not refunded.

Monthly plans

Monthly plans are month-to-month with no lock-in and no minimum term. Cancel at any time, in writing, and the plan runs to the end of the month you have already paid for.

Part-months are not pro-rated and completed months are not refunded, including where the service went unused. Cancellation stops the next renewal; it does not reverse the current one. Your site remains yours, and we will help you move hosting elsewhere.

Defects — the one thing we always fix

A defect is a genuine fault in what we delivered: something broken, something that does not work as the agreed scope said it would, or work that does not meet the standard of reasonable care and skill.

Report a defect and we will correct it at no charge. This is our obligation rather than a discretionary gesture, and there is no time limit on us honouring it for a fault that was present at delivery. The remedy for a defect is correction of the work, not a refund — we would rather fix the thing than argue about the invoice.

How to request a refund

Any refund request must be made in writing to sales@mander.tech within 7 days of the payment in question, setting out the project, the amount, the date of payment and the specific ground under this policy on which it is claimed. Requests made after 7 days, or on grounds not listed above, are not considered.

We respond within a reasonable period, normally a few business days, and explain our decision rather than simply issuing one. Our determination of the value of work completed, made in good faith against the agreed scope, is final.

Approved refunds are issued in US Dollars (USD) to the original payment method only — we do not refund to a different account, card or person. Once issued, the money typically reaches you within 5 to 10 business days; the exact timing sits with your bank or payment provider and is outside our control.

Duplicate and failed payments

A payment taken twice for the same invoice, or a payment debited against a transaction that failed, is not a refund question — it is an error, and we return it in full as soon as it is confirmed with the payment provider. Tell us and we will chase it.

Chargebacks

If you believe something has gone wrong, raise it with us first. Most problems are quicker to fix directly than through a payment dispute, and we would rather correct the work than argue about the invoice.

Raising a chargeback or payment dispute without first giving us a written opportunity to resolve the matter is a breach of our Terms. We contest disputes where this policy has been followed and we hold the scope, approvals, correspondence and delivery records to evidence it. While a dispute is open we may suspend all work, hosting and access on your project, and any costs we incur in responding to it are payable by you.

Your statutory rights

Nothing in this policy removes or limits any right you have under applicable consumer protection law that cannot lawfully be excluded, including rights relating to services not performed with reasonable care and skill.

Where mandatory law in your jurisdiction gives you a stronger right than this policy, that law applies and this policy is read accordingly. Everything above operates to the fullest extent that law allows.

Contact

Questions about this policy, or any request relating to it, can be sent to sales@mander.tech and we will respond within a reasonable period.

Phone: +1 (857) 758-7182, Monday to Friday, 9am–5pm Pacific.

MANDER is a remote studio serving clients across Canada & the United States. We do not operate a public office or walk-in premises, so email is the correct and fastest route for every enquiry, including legal, billing and privacy requests.