Refund policy

Every proposal splits the project into milestones with a specific deliverable and an associated amount. A milestone is invoiced when it is reached, not before.

This means you never pay us for an entire project up front. If things do not work out, the most that is at stake is the milestone in progress.

Milestones already delivered and accepted are not refunded. The work was done, you received it and it became yours, so giving it back would make no sense.

Nor do we refund hours already spent on the milestone in progress when you decide to stop midway, or costs we have advanced on your behalf to third parties, such as licences, domains, hosting or templates. Those are already paid and are not returned to us.

Media spend on advertising campaigns is paid by you directly to Google, Meta or whichever platform, never to us, so it is not something we can refund. If you want it back, it is requested from the platform.

Milestones paid for and not started. If you have paid in advance for a phase we have not yet begun and you decide not to continue, it is refunded in full.

The proportional part of the milestone in progress that we have not spent, where it is we who cannot continue for a reason not attributable to you.

Anything overcharged. A billing error is corrected and returned, without argument and without you having to insist.

The full amount, if we fail to deliver anything we committed to and the reason is ours.

If what was delivered does not do what the proposal describes, you have thirty calendar days from delivery to tell us and we fix it at no cost. It is in the warranty in the terms and conditions.

Almost everything that starts as a refund request is really something not working as you expected, and that gets fixed first. Write to us before anything else.

Write to info@singularityedge.com stating the project, the amount you are claiming and why. No form or special procedure is needed.

We respond within ten working days telling you whether it applies and for how much. If it does, payment is made by the same means you paid, within fourteen calendar days of acceptance.

Bank or currency conversion charges on the refund are deducted from the amount, because they are a real cost that neither you nor we control.

Maintenance and support services are billed by period. You can cancel whenever you like by giving notice before renewal, and the period already started runs to its end without partial refund, because the availability is already reserved.

We do not renew silently without notice. Before each renewal you receive a reminder with enough time to cancel.

If you engage us as a consumer resident in the European Union, Colombia or Mexico, you keep the withdrawal and warranty rights granted by your country's consumer rules. This policy does not limit them. Where those rights go further than what is written here, they prevail.

Bear in mind that, for digital services starting immediately at your request, the rules generally allow deducting what has already been provided. We say so for transparency, not to discourage you from anything.