Cancellation and Refunds

1. Overview

This policy describes how cancellations and refunds work for Candlestack development services. Specific terms in your signed proposal or statement of work take precedence where they differ.

2. Project Cancellation by Client

You may cancel a project by providing written notice to us. Upon cancellation:

• You are responsible for payment for all work completed and expenses incurred up to the cancellation date.
• Any non-refundable third-party costs (licenses, stock assets, app store fees) already paid on your behalf are billed to you.
• Deliverables completed to that point are handed over upon receipt of final payment.

3. Cancellation by Candlestack

We may cancel if you fail to pay invoices, do not provide required materials after reasonable reminders, or breach our Terms and Conditions. In such cases, the refund rules in section 4 apply to any unused prepaid amounts.

4. Refund Eligibility

• Deposits / advance payments: Refundable only for the portion of work not yet performed, minus a 10% administrative fee if cancellation occurs after project kickoff.
• Milestone payments: Non-refundable once the associated milestone is approved or delivered, unless we fail to deliver as agreed.
• Completed projects: No refunds after final delivery and acceptance.

5. Refund Process

Approved refunds are processed within 7–14 business days to the original payment method. Bank processing times may vary.

6. Revisions & Disputes

If you are unsatisfied with a deliverable, contact us within 7 days of receipt. We will work in good faith to address issues covered by your agreement. Disputes not resolved informally may be handled per the dispute clause in your contract.

7. No Hosting Refunds

Because we do not provide hosting services, this policy does not cover hosting, domain, or server fees paid to third-party providers.

8. Contact

To request cancellation or a refund review: Contact Us with your project name and invoice reference.