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 time, resources and project capacity to be reserved specifically for the client.
This policy explains how deposits, milestone payments, cancellations and refunds are generally handled.
1. Project Deposits
1.1 Deposit Requirement
GenWright may require an upfront deposit or initial milestone payment before a project begins.
1.2 What the Deposit Covers
The deposit reserves production time and may cover discovery, planning, research, strategy or technical preparation.
1.3 Refundability
Once project work has begun, the deposit is generally non-refundable.
2. Milestone Payments
2.1 Project Stages
Larger projects may be divided into agreed milestones or phases.
2.2 Approved Milestones
Once work relating to a milestone has been completed and approved, the associated payment becomes non-refundable.
2.3 Future Stages
If a project is cancelled before work begins on a future stage, the amount allocated to that stage may be considered separately.
3. Revisions
3.1 Included Revisions
The project proposal will specify any included revision rounds.
3.2 Additional Revisions
Payments for additional revision work become non-refundable once that work begins.
3.3 Change of Direction
Changing personal preference or business direction after approved work has been completed does not automatically create a right to a refund.
4. When a Refund May Be Available
4.1 Work Not Started
A refund may be considered where a paid project stage is cancelled before GenWright begins work on that stage.
4.2 GenWright Unable to Deliver
A full or partial refund may also be considered where GenWright is unable to provide agreed work and no reasonable alternative can be reached.
4.3 Refund Calculation
Any refund may be reduced by the value of work already completed, time committed to the project and non-refundable third-party expenses.
5. When Refunds Are Not Normally Available
5.1 Completed Work
Payments for completed or approved work are generally non-refundable.
5.2 Client Changes
A refund is not normally available because the client's strategy, priorities, personnel, requirements or preferences change after work begins.
5.3 Third-Party Expenses
Costs paid to third parties are non-refundable where GenWright cannot recover them.
5.4 Corrective Work
Where there is a genuine issue with an agreed deliverable, GenWright should first be given a reasonable opportunity to correct it.
6. Project Cancellation
6.1 Cancellation Notice
Cancellation should be requested in writing.
6.2 Amounts Payable
The client remains responsible for work completed, work reasonably in progress and non-refundable costs already incurred.
6.3 Remaining Balance
Where amounts already paid exceed what is properly due for completed and committed work, an eligible balance may be refunded.
7. Custom Business Systems
7.1 Completed Development
Payments relating to completed software development stages are generally non-refundable.
7.2 Requirement Changes
Changes to a client's workflow, business model or requirements after development begins may require additional work and do not automatically qualify for a refund.
7.3 Defects
Where an agreed feature contains a genuine defect, GenWright will first be given a reasonable opportunity to investigate and correct it.
8. Client-Caused Delays
8.1 Project Delays
Late content, feedback, access or approvals may affect the agreed timeline.
8.2 Rescheduling
Long delays may result in the project being paused or moved to another production slot.
8.3 Completed Work
Payments relating to work already completed remain non-refundable.
9. Final Delivery
9.1 Completion
A project is considered substantially complete when the agreed final deliverables have been supplied, deployed, transferred or otherwise made available to the client.
9.2 Refunds After Delivery
Payments are generally non-refundable after final delivery.
9.3 Post-Launch Support
Any agreed support or defect-correction period continues according to the applicable project agreement.
10. Refund Requests
10.1 Submission
Refund requests should be sent to billing@genwright.studio
10.2 Information Required
Please provide your name, company, project name and a clear explanation of the issue.
10.3 Response
We aim to review and respond to refund requests within 5 business days.