Refund Policy
A fair approach to project payments, cancellations and refunds
Effective Date: July 7, 2026
Last Updated: July 7, 2026
Every GenWright project requires us to reserve time, resources and project capacity specifically for your work.
This policy explains how we handle deposits, milestone payments, cancellations and refunds, and what you can expect if a project needs to stop or change after work has started.
1. Project Deposits
1.1 Deposit Requirement
We may require an upfront deposit or initial milestone payment before starting your project.
1.2 What the Deposit Covers
Your deposit reserves production time for your project and may also cover work such as discovery, planning, research, strategy or technical preparation.
1.3 Refundability
Once we have started work on your project, the deposit is generally non-refundable.
2. Milestone Payments
2.1 Project Stages
For larger projects, payments may be divided into agreed milestones or phases.
2.2 Approved Milestones
Once the work for a milestone has been completed and approved, payment for that milestone becomes non-refundable.
2.3 Future Stages
If you cancel a project before we begin work on a future stage, any payment allocated to that stage may be reviewed separately.
3. Revisions
3.1 Included Revisions
Your project proposal will specify the number of revision rounds included in the scope.
3.2 Additional Revisions
If you request additional revisions outside the agreed scope, payment for that work becomes non-refundable once we begin.
3.3 Change of Direction
We understand that ideas and business priorities can change. However, if your preferences or business direction change after work has already been completed and approved, this will not normally qualify for a refund.
4. When a Refund May Be Available
4.1 Work Not Started
If you cancel a paid project stage before we have started work on it, you may be eligible for a refund for that stage.
4.2 GenWright Unable to Deliver
If we're unable to deliver agreed work and we cannot reach a reasonable alternative with you, we may offer a full or partial refund.
4.3 Refund Calculation
Where a refund applies, we will take into account any work already completed, time committed to the project and third-party expenses that cannot be recovered.
5. When Refunds Are Not Normally Available
5.1 Completed Work
Payments for work that has already been completed or approved are generally non-refundable.
5.2 Client Changes
If your strategy, priorities, team, requirements or preferences change after work has started, this will not normally qualify for a refund.
5.3 Third-Party Expenses
Any costs paid to third parties are non-refundable where we are unable to recover them.
5.4 Corrective Work
If there is a genuine issue with an agreed deliverable, please let us know. We should first be given a reasonable opportunity to investigate and correct the issue.
6. Project Cancellation
6.1 Cancellation Notice
If you need to cancel a project, please let us know in writing.
6.2 Amounts Payable
You will remain responsible for work already completed, work reasonably in progress at the time of cancellation and any non-refundable costs already incurred.
6.3 Remaining Balance
If the amount you have already paid is more than what is due for completed and committed work, any eligible remaining balance may be refunded.
7. Custom Business Systems
7.1 Completed Development
Payments for software development stages that have already been completed are generally non-refundable.
7.2 Requirement Changes
We understand that business needs can change during development. If your workflow, business model or requirements change after development has started, additional work may be required. These changes do not automatically qualify for a refund.
7.3 Defects
If an agreed feature has a genuine defect, please let us know. We will first investigate the issue and have a reasonable opportunity to correct it.
8. Client-Caused Delays
8.1 Project Delays
Late content, feedback, access or approvals from your side may affect the agreed project timeline.
8.2 Rescheduling
If a project is delayed for an extended period, we may need to pause the work or move it to another available production slot.
8.3 Completed Work
Payments for work already completed remain non-refundable.
9. Final Delivery
9.1 Completion
We consider a project substantially complete once the agreed final deliverables have been supplied, deployed, transferred or otherwise made available to you.
9.2 Refunds After Delivery
Once final delivery has been completed, payments are generally non-refundable.
9.3 Post-Launch Support
If your project includes an agreed support or defect-correction period, that support will continue according to the terms of your project agreement.
10. Refund Requests
10.1 Submission
If you would like to request a refund, please email billing@genwright.studio.
10.2 Information Required
Please include your name, company, project name and a clear explanation of the issue so we have the information needed to review your request.
10.3 Response
We aim to review and respond to refund requests within 5 business days.