Refund & Cancellation

1. The principle

You pay for work as it is delivered. When an engagement ends early, I total the value of work completed and delivered plus any non-cancellable costs already committed, and we settle to that figure. If you have paid more than that, the difference is refunded. If you have paid less, the balance becomes payable.

This applies to fixed-scope projects, milestone-based builds and retainers. It replaces any general “no refunds” position, and it is applied in good faith — where a genuine mistake on my side has cost you money, correcting it comes before any accounting.

2. Deposits

• A deposit reserves your dates in the schedule and funds the discovery, architecture and initial build work that begins immediately.
• Before work starts (no design or code written yet, and no slot-consuming commitments made) — the deposit is refundable in full, less any third-party licences or fees already purchased on your behalf and less transaction fees actually incurred.
• Once work has started — the deposit is credited against the work completed. It is not a separate penalty, but it is no longer fully refundable, because the hours have been spent. Any unused portion above the value of work delivered is refunded.

3. Milestone payments

Each milestone payment covers work up to and including that milestone. A milestone that has been delivered and approved is complete work and is not refundable — but the 30-day defect warranty in the Terms of Service still requires me to fix anything that does not behave as specified, at no extra charge.

4. Cancelling as the client

• Notify me in writing (email is fine). The engagement ends from the date of that notice, subject to the notice period in your proposal — normally 14 days.
• I produce a final statement showing work delivered, hours or milestones consumed, and committed third-party costs.
• If payments exceed the statement total, the difference is refunded within 14 days of agreement, using the same method you paid with where practical.
• Work that has been paid for is still handed over — you receive the deliverables covered by the amounts settled, along with the credentials and files needed to continue with anyone you choose.

5. If I cancel

If I cannot complete an engagement — capacity, health, or a conflict of interest — I will tell you promptly, hand over all work in progress at no charge for the incomplete portion, and refund any amount paid for work not yet delivered in full. Where it helps, I will refer a competent alternative or assist with the handover to your new developer at no cost.

6. Retainers and maintenance plans

• A retainer may be cancelled with 30 days’ written notice; it continues to the end of the paid period.
• The current month is not refunded, because the capacity has already been reserved and made unavailable to other clients.
• Unused hours do not roll over between months unless your retainer agreement explicitly says they do.
• Prepaid annual plans are refundable pro rata for full unused months, less any discount granted for paying annually up front.

7. What cannot be refunded

• Delivered and approved work — including fully completed milestones and projects already deployed to production. Defects are fixed under warranty instead; dissatisfaction with a business outcome (traffic, ranking, sales) is not a defect.
• Third-party costs — plugin and theme licences, hosting, domains, API usage and similar purchases made in your name or on your behalf. These are non-refundable by their providers.
• Work completed but not yet approved, if the delay is because feedback was never provided and the project stalled on your side beyond the acceptance window in the Terms.
• Abandoned projects — where a project has been dormant for more than 90 days with no response to follow-ups, the engagement is treated as closed and paid amounts are applied to delivered work rather than refunded.
• Custom consulting sessions and audits already delivered.

8. How to request a refund

1. Email info@wilsondevops.com with the engagement name, the amount in question and what went wrong.
2. I acknowledge within 2 business days and send either a settlement statement or a request for the specific information I need.
3. We agree the figure in writing — a short email confirming the amounts is sufficient.
4. Approved refunds are paid within 14 days to the original payment method where possible, or by bank transfer in the invoicing currency otherwise.

If the issue is a defect rather than a change of direction, say so and I will treat it as a warranty fix first — that is almost always faster than a refund process.

9. If we disagree

Raise it in writing and we will make a genuine attempt to resolve it within 30 days, including a review of the delivery record. If that fails, disputes follow the governing-law and jurisdiction clauses in the Terms of Service (laws of Kenya, courts sitting in Nairobi). Bank or card chargebacks are not the first step, and are not appropriate for work that was delivered — but raising a dispute never removes your legal rights.

10. Your statutory rights

Nothing in this policy overrides consumer-protection or other rights you hold under the mandatory law of your country of residence, and where such law gives you a stronger right than this policy, that right prevails. This policy applies alongside the Terms of Service and the Privacy Policy.