Refund Policy

This policy explains when a payment to PrimeSphere Technology can be refunded and when it cannot. It is deliberately specific, so that neither side is surprised.

Current status of this website

The payment page on this site is a frontend prototype. No payment is processed and no money is charged. This policy applies to real payments once the approved payment API is connected.

The principle

Custom software is built to order. Once time has been spent on your project, that time cannot be recovered and resold to someone else. Refunds therefore depend on how much work has been done, not on how you feel about the outcome after the fact.

Website and software projects

Before work begins

If you cancel after paying a milestone but before any work has started on it, that milestone is refunded in full.

After work begins

Once work on a milestone has started, that milestone is not refundable. Work completed and delivered up to the point of cancellation remains payable.

If you cancel mid-milestone, we will assess the work completed and invoice or refund the difference in proportion to it. We will show you what that assessment is based on.

Completed and approved milestones

A milestone you have reviewed and approved is not refundable. Approval is the point at which the work is accepted.

Consultation sessions

• Cancelled at least 24 hours before the session: refunded in full, or rescheduled at no charge.
• Cancelled less than 24 hours before: not refundable, because the time has been reserved and cannot be reallocated.
• Missed without notice: not refundable.
• Cancelled or missed by us: refunded in full, or rescheduled at your choice.

Maintenance and support plans

Ongoing plans can be cancelled with notice for the following period. The current paid period is not refunded, as the service was available to you throughout it.

When we will refund without argument

• You were charged twice for the same invoice
• You were charged the wrong amount
• We cannot deliver the work we agreed to deliver
• We cancel the project ourselves

In these cases, contact us and we will correct it.

What is not refundable

• Work already completed, delivered, and approved
• Third-party costs already paid on your behalf — domains, hosting, licences, paid APIs
• Delays caused by content, approvals, or access that we asked for and did not receive
• A change of mind about a scope you approved
• A business outcome that did not meet your expectations, where the software works as specified

How to request a refund

1. Email info@primesphereint.com with your invoice or project reference.
2. Explain what you are asking to be refunded and why.
3. We will respond within 5 business days with a decision and our reasoning.
4. Approved refunds are returned to the original payment method.

Processing time after approval depends on your bank or payment provider, and is outside our control.

Currency

Refunds are issued in the currency of the original payment. Where an exchange rate has moved between payment and refund, the refunded amount may differ in your local currency. We cannot compensate for that movement.

Chargebacks

If you have a problem, raise it with us first. Opening a chargeback without contacting us may lead to suspension of work while the claim is resolved. We would rather fix the issue than argue about it through a payment processor.

Disputes

If we cannot agree, the dispute is handled under the governing law set out in our Terms of Service.

Contact

Refund requests and questions go to info@primesphereint.com. Quote your invoice or project reference.