Returns and refunds.

Devora provides custom software development, product design and related engineering services to business clients under a written agreement or statement of work. We do not sell physical products, downloadable software, subscriptions or off-the-shelf licences.

Because every engagement is bespoke work performed to your specification, there is no product to return. This policy therefore sets out when fees are refundable, how to cancel, and what happens to work already completed.

Where this policy conflicts with a signed agreement between us, the signed agreement takes precedence.

Discovery is a fixed-fee, fixed-length engagement paid in advance. If you cancel in writing before the start date, we refund the fee in full.

Once discovery has begun, the fee is refundable on a pro-rata basis for the portion not yet delivered. You keep the findings produced up to that point, whether or not the engagement continues.

Project work requires a deposit to confirm the booking. The deposit reserves a specific delivery window and a named team, and we decline other work to hold it.

Deposits are refundable in full if you cancel more than 30 days before the agreed start date. Within 30 days of the start date the deposit is non-refundable, because the capacity can no longer be resold at that notice.

If we are unable to start on the agreed date for any reason of our own, the deposit is refunded in full.

Project fees are invoiced against milestones defined in the statement of work. A milestone payment covers work that has already been performed and delivered to you.

Once a milestone has been delivered and accepted, the fee for it is not refundable. You own the code and deliverables produced under that milestone from the moment it is paid.

If you cancel mid-milestone, we invoice for work completed up to the cancellation date and refund any balance held. We will provide a written breakdown of hours and deliverables supporting the amount.

Retainers are billed monthly in advance and may be cancelled with 30 days' written notice, effective at the end of the notice period.

The current month's fee is not refundable once the month has begun, as the team is allocated to you for that period. Fees for any months billed beyond the notice period are refunded in full.

Unused capacity does not roll over between months unless your agreement says otherwise.

If a deliverable does not meet the specification agreed in the statement of work, tell us and we will correct it at our own cost. That is the first remedy in every case, and in practice it resolves the overwhelming majority of disputes.

If we cannot bring a deliverable up to the agreed specification within a reasonable period, you may cancel the affected milestone and we will refund the fee attributable to the work that remains non-conforming.

Changes of direction, revised requirements and new ideas are a normal part of building software, but they are not defects. Work performed correctly against an agreed specification is chargeable even if the requirement later changes.

We may end an engagement if fees go unpaid, if the scope changes beyond what we can deliver, or if continuing would require us to act unlawfully or unethically.

Where we end an engagement for any reason other than non-payment, we refund all fees paid for work not yet delivered, hand over everything produced to date, and provide documentation sufficient for another team to continue.

Email us with your company name, the invoice number, and a short description of what you are asking to be refunded and why. You do not need a particular form of words.

Requests should be made within 60 days of the invoice date. We acknowledge every request within two working days and give a written decision within ten working days.

If we decline a request we will explain why, in writing, with reference to the relevant clause of your agreement.

Approved refunds are returned to the original payment method wherever possible. Card refunds are issued within five working days of approval and typically appear within a further five to ten working days, depending on your bank.

Bank transfers are made within ten working days of approval. We do not issue refunds in credit, vouchers or account balances unless you specifically ask us to.

Refunds are made in the currency of the original invoice. We do not cover exchange-rate movements or transfer fees charged by your own bank.

Please contact us before raising a chargeback with your bank or card provider. A chargeback freezes the amount and prevents us from resolving the matter directly, which almost always makes it slower for you.

If we cannot reach agreement, either of us may refer the matter to mediation before starting legal proceedings.

Nothing in this policy limits any rights you have under applicable law that cannot be excluded by agreement.

Our services are supplied business-to-business. Consumer cancellation rights, including statutory cooling-off periods, do not generally apply to business clients — but where they do apply to you, they take precedence over this policy.

We may update this policy from time to time. The version in force is the one published on this page on the date your statement of work is signed, and later changes do not alter the terms of an engagement already under way.