Cancellation & Refund Policy

1. The principle behind this policy

Refund eligibility depends on how much work has been completed, the project resources committed to your engagement, any third-party costs already incurred on your behalf, and the terms of the accepted proposal. We do not treat every payment as automatically non-refundable, and we do not promise refunds for work that has already been delivered. What follows is how we actually assess it.

2. Cancellation before work begins

If you cancel after approving a proposal but before we have started work, tell us in writing as early as you can. Where no work has been performed and no third-party costs have been incurred, amounts already paid are refundable, less any non-recoverable costs described in section 7. The one exception is a reserved project slot: where your proposal expressly states that part of the initial payment secures a scheduled slot and is retained on cancellation, that stated portion applies. Absent that wording in your proposal, the general rule in section 4 governs.

3. Cancellation after work begins

Either party may end an engagement in writing once it is under way. On cancellation we stop work, and we prepare a statement of the work completed up to that point. You are responsible for the value of work completed and for third-party costs already incurred. Any amount you have paid that exceeds that total is refunded to you. Any shortfall is invoiced. Work completed and paid for is handed over as described in section 8.

4. Deposits and initial payments

Where your proposal expressly states that part of the initial payment secures a scheduled project slot, that stated portion secures the slot. The initial payment may also cover the opening phase of work, including discovery, scoping, and setup that precedes visible output, as described in the applicable proposal. It is applied against the project total, not charged in addition to it. It is refundable to the extent it exceeds work already performed and non-recoverable costs already incurred at the point of cancellation.

5. Milestone payments

Where a project is paid in milestones, each payment relates to a defined block of work. A milestone that has been delivered and accepted is not refundable, because the work it covers is complete and yours. A milestone that has been paid but not yet started is refundable. A milestone that is partly complete is assessed proportionally against the work actually performed.

6. Completed and delivered work

Work that has been completed, delivered, and accepted is not refundable. Where you have paid for work that was delivered before cancellation, that work remains yours: we hand over the deliverables for the phases you have paid for, subject to the handover terms in our Service Delivery Policy. Cancelling an engagement does not require you to return or stop using work you have already paid for.

7. Third-party and non-recoverable costs

Projects sometimes require costs that we pay to someone else on your behalf — domain registrations, hosting, licences, paid APIs, fonts, stock assets, or specialist subcontracted input. Where those costs have been incurred and cannot be recovered or refunded by the provider, they are not refundable by us either. We identify such costs in the proposal or before incurring them wherever practical, and we will show you what was spent.

8. Work already delivered on cancellation

On cancellation, deliverables for phases you have paid for are handed over in their then-current state. Work in progress is provided as-is, without further completion, testing, revision, or support, and without any warranty as to fitness for production use. Rights in project-specific deliverables are granted or transferred as described in section 9 of our Terms of Serviceand the applicable proposal, subject to the agreed payment terms — so work you have paid for on cancellation remains yours to use on those terms. Our pre-existing components and any third-party materials stay subject to the licensing described in that section.

9. Scope changes

Changing direction is not the same as cancelling. Where the scope changes materially, we would normally issue a change order or a revised quote rather than cancel and restart, and amounts already paid are carried across to the revised engagement. A change of scope is not by itself a ground for a refund of work already completed under the previously approved scope.

10. Client-caused delays and inactive projects

Projects depend on your content, approvals, credentials, and feedback. Where those are outstanding we will follow up in writing. If a project becomes inactive for an extended period because required input has not been provided, we may pause it and reschedule delivery. Work already performed during the active period remains payable, and a paused project is not automatically treated as cancelled — we will tell you before treating it that way.

11. How to request a refund, and how it is reviewed

Send a written request to info@fikrovalabs.com with the project reference and the reason for the request. We will acknowledge it, review the work completed, the milestones delivered and accepted, and any non-recoverable costs incurred, and respond in writing with a decision and the calculation behind it. Approved refunds are returned by the same method the original payment was made in, wherever that method allows it.

12. If you disagree with the outcome

If you do not agree with our assessment, tell us and we will look at it again with you — most disagreements come down to a difference in what each side understood to be delivered, and are resolved by going back through the proposal together. You can reach us at info@fikrovalabs.com or on WhatsApp at +972 59 889 9099. Engagements are governed by the laws of the State of New Mexico, United States, as set out in our Terms of Service.