Refund & Cancellation Policy

Our Commitment to Fairness

At Amatrons, we are committed to delivering every project to the agreed specification, on time, and at the agreed price. We believe a fair refund policy reflects the work actually completed — not one that lets us walk away from obligations or allows a client to receive work without payment.

This policy is built on three core principles:

• Transparency — you know exactly what triggers a refund and how much before you sign
• Proportionality — refunds are calculated based on work actually completed, not arbitrary percentages
• Accountability — if Amatrons is at fault, we refund. If the Client cancels, we are paid for work done

Our Fixed-Price Model

All Amatrons projects are priced on a fixed-price basis. The price in your Project Contract is the price you pay — there are no hourly billing overruns or surprise charges. Our standard payment schedule is 50% deposit → 25% milestone → 25% on final delivery. Each payment corresponds to a defined stage of the project.

• You know the total cost before work begins
• We bear the risk of scope complexity, not you
• Changes to scope require a written Change Order with an agreed additional price
• Delays caused by Amatrons do not incur additional charges to the Client

Deposit Policy

A 50% deposit is required before any project work commences. This deposit covers project discovery and planning, allocation of team capacity, any third-party tools or licences set up for the project, and initial design or architecture work.

If the Client cancels before any work commences — before Amatrons has performed any project activity — the full deposit will be refunded within 14 business days.

Refund Eligibility

Full Refund Situations

• The Client cancels within 24 hours of signing before any work has commenced
• Amatrons is unable to commence the project within 30 days of the agreed start date through our own fault
• Amatrons materially misrepresented the scope, capabilities, or deliverables before the contract was signed

Partial (Pro-Rata) Refund Situations

• Amatrons misses an agreed delivery milestone through our own fault (not caused by Client delays or scope changes)
• The final deliverable materially fails to meet the agreed specification after two rounds of revisions
• Amatrons cancels the contract without cause after work has commenced

No Refund Situations

• The Client cancels after work has commenced — deposit is non-refundable and completed milestone payments are non-refundable
• The Client is dissatisfied with creative direction despite work meeting the agreed specification
• Delays are caused by the Client (late content, feedback, or payments)
• Third-party services, plugins, APIs, or hosting providers cause issues outside Amatrons' control
• The project has been fully delivered and accepted by the Client

Pro-Rata Refund Policy

Where a partial refund is due (for example, because Amatrons has missed a deadline through our own fault), the refund is calculated on a pro-rata basis proportional to the undelivered work.

Non-Refundable Situations in Detail

Change of Mind

If the Client changes direction or chooses a different agency after work has commenced, no refund is available for work already completed. The Client will receive all completed work product to date.

Dissatisfaction with Creative Direction

All projects include a defined number of revision rounds as specified in the Project Contract. If the final deliverable meets the agreed written specification but the Client is dissatisfied with aesthetic or creative choices, this does not constitute grounds for a refund.

Client-Caused Delays

If a project is delayed because the Client has not provided required materials, approvals, feedback, or payments on time, Amatrons is not in breach of any timeline obligation and no refund applies. The project timeline will be extended by the duration of the Client-caused delay.

Third-Party Issues

Amatrons is not responsible for issues caused by third-party services including hosting providers, domain registrars, payment gateways, API providers, or plugin developers. Where such issues affect delivery, we will use reasonable efforts to resolve them but cannot guarantee outcomes outside our control.

Completed & Accepted Projects

Once a project has been delivered and the Client has provided written sign-off, the project is considered complete. Post-acceptance requests are handled under the 90-day warranty (defects) or as new Change Orders (enhancements).

Cancellation by the Client

The Client may cancel a Project Contract at any time by providing written notice to business@amatrons.com.

Upon cancellation, Amatrons will deliver all completed work files within 5 business days of receiving written cancellation notice and settlement of any outstanding amounts.

Cancellation by Amatrons

Cancellation for Client Breach

If the Client materially breaches the Project Contract — including non-payment beyond 30 days, provision of illegal content, or abusive conduct — Amatrons reserves the right to cancel immediately. No refund is available for work completed, and the Client remains liable for payment of any work completed beyond the last payment received.

Cancellation Without Cause

In the unlikely event that Amatrons cancels without cause, we will refund all payments made in full, deliver all completed work at no charge, and provide 14 days' written notice where practicable.

Refund Process

1. Submit your request — email business@amatrons.com with subject "Refund Request — [Reference Number]", including your name, company, and reason
2. Acknowledgement — we will acknowledge within 2 business days
3. Review — we review against the Project Contract within 5 business days and confirm the refund amount in writing
4. Processing — approved refunds processed within 14 business days of written agreement
5. Method — refunds are made via the same payment method as the original payment

Jurisdiction-Specific Rights

🇬🇧 United Kingdom — Consumer Rights Act 2015

Where the Client is a UK consumer, they have statutory rights under the Consumer Rights Act 2015. Services must be performed with reasonable care and skill. Where a service does not meet this standard, the consumer has the right to require repeat performance or a price reduction. These statutory rights are in addition to this policy and are not limited by it.

🇪🇺 European Union — Consumer Rights Directive

EU consumers may have a right to withdraw within 14 days of contracting. However, by accepting our Project Contract and requesting commencement of work, EU consumer clients expressly agree to commencement and acknowledge that the right of withdrawal is waived upon commencement of the service.

🇺🇸 United States

US clients engage Amatrons as a B2B service provider. Consumer protection laws vary by state. California clients may have additional rights under California consumer protection statutes. All disputes are subject to the arbitration clause in the Project Contract.

🇦🇪 UAE

UAE clients have rights under UAE Federal Law No. 24 of 2006 on Consumer Protection. Where services do not conform to agreed specifications, clients are entitled to request remedy or a proportional refund.

🇮🇳 India

Indian clients have rights under the Consumer Protection Act 2019. Where services are deficient, clients may seek remedy under the Consumer Protection Act 2019 or the Arbitration and Conciliation Act 1996 as applicable.

Dispute Resolution

If a refund request cannot be resolved through the process in Section 9, both parties agree to attempt mediation before initiating formal legal proceedings. Formal dispute resolution is governed by the Client's jurisdiction as set out in the Terms & Conditions.

For EU clients, the Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr. Nothing in this policy prevents the Client from exercising any statutory right available under the laws of their jurisdiction.

Contact Us

For refund requests, cancellation notices, or questions about this policy: