Refund PolicyRefund Policy

1. Overview

KwikTech IT Services Ltd (“KwikTech,” “we,” “our,” or “us”) delivers custom, project-based services - product engineering, digital transformation, AI, data, and growth marketing - under a signed proposal, statement of work, or master services agreement (each, an “SOW”). Because our work is bespoke labor performed to your specification rather than a pre-built product, refunds are handled differently than they would be for off-the-shelf goods.

This Refund Policy explains when fees are refundable, non-refundable, or creditable, and how to request a refund or dispute a charge. It should be read together with our Terms & Conditions, which govern the engagement as a whole. Where a specific SOW contains refund or cancellation terms that conflict with this policy, the SOW controls for that engagement.

2. General Principle

As a rule, fees for work already performed are non-refundable, because they compensate our team for time, expertise, and resources genuinely committed to your project. Fees for work not yet started, or not yet delivered, may be eligible for a refund or credit as set out below.

3. Deposits & Advance Payments

3.1 Project Deposits

Engagements that require an upfront deposit or advance payment reserve our team’s time and typically fund initial discovery, planning, and setup work. Deposits are:

• Fully refundable if we have not yet begun any work on your engagement and you cancel in writing within five (5) business days of payment.
• Partially refundable, minus a reasonable charge for work already performed and resources committed (e.g., team allocation, third-party licenses purchased on your behalf), if you cancel after work has begun but before the first milestone is delivered.
• Non-refundable once the first milestone or deliverable under the SOW has been completed and delivered to you.

3.2 Retainer Engagements

Monthly retainers cover a committed allocation of team capacity for that period, whether or not you use it in full. Unused retainer hours or capacity do not roll over and are not refundable, unless your SOW states otherwise.

4. Milestone-Based & Fixed-Price Projects

For fixed-price projects billed against agreed milestones:

• Fees for milestones already completed and delivered - and accepted or deemed accepted under the SOW’s acceptance-testing terms - are non-refundable.
• Fees paid for milestones not yet started may be refunded in full if you terminate the engagement before work on that milestone begins.
• If a milestone is in progress when you terminate, we will invoice (or refund the difference) based on the proportion of work genuinely completed, assessed in good faith.

5. Time & Materials Engagements

For time-and-materials engagements, you are billed for hours actually worked. Because value is delivered continuously as work is performed, fees for hours already logged and invoiced are non-refundable. If you believe hours were billed in error, see Section 7 (Disputed Charges) below.

6. Quality Remediation Instead of Refund

If a delivered milestone or deliverable materially fails to conform to the specifications agreed in the SOW, our Terms & Conditions provide a warranty remedy: notify us in writing within thirty (30) days of delivery, and we will use commercially reasonable efforts to correct the non-conformity at no additional charge. This remediation - not a cash refund - is the primary remedy for quality issues, since correcting custom work is usually the outcome you actually want.

A refund for a specific milestone will only be considered where we are unable to bring the deliverable into material conformity with the agreed specification after a reasonable opportunity to do so.

7. Disputed Charges

If you believe an invoice contains an error - incorrect hours, duplicate billing, or a charge for work not performed - notify us in writing at hello@kwiktech.uk within ten (10) days of receiving the invoice, with reasonable supporting detail. We will investigate promptly and, where a billing error is confirmed, issue a corrected invoice or refund for the erroneous portion. Undisputed amounts remain due on their original terms while a dispute is under review.

8. Non-Refundable Costs

The following are non-refundable under any circumstance:

• Third-party costs already incurred on your behalf (e.g., software licenses, cloud infrastructure, domain registrations, paid ad spend, or contractor fees paid to external vendors).
• Payment processor or bank transfer fees associated with the original transaction.
• Work completed and delivered prior to a cancellation or termination notice, as described above.

9. How to Request a Refund

To request a refund or raise a billing dispute:

• Email hello@kwiktech.uk with your company name, invoice or SOW reference, and the reason for the request.
• Include any supporting detail (e.g., which milestone, invoice line item, or deliverable the request relates to).
• We will acknowledge your request within three (3) business days and aim to resolve it within fifteen (15) business days.

Approved refunds are issued to the original payment method or via bank transfer, and typically post within five to ten (5–10) business days depending on your bank or payment provider.

10. Chargebacks

We ask that you contact us directly before initiating a chargeback with your bank or card provider, so we have the opportunity to resolve the issue directly. Initiating a chargeback for fees corresponding to work already delivered and accepted, without first raising a dispute under Section 7, may be treated as a breach of the applicable SOW and our Terms & Conditions.

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. The “Last Updated” date at the top of this page reflects the most recent revision. Refund requests are evaluated under the policy in effect at the time the relevant fee was paid.

12. Contact Us

If you have questions about this Refund Policy, please contact us at:

📧 Email: hello@kwiktech.uk
📍 Offices: London, UK | Ahmedabad, India