Last updated: 15 October 2026
We want every client to be confident when they start a project with Softoin. This Refund Policy explains when payments can be refunded. It applies together with our Terms & Conditions and the proposal agreed for your project.
1. Advance payments
The advance payment reserves our team and covers discovery, planning and the first stage of work. If you cancel before any work has started, we refund the advance in full, minus any third-party costs already paid on your behalf. Once work has started, the advance is not refundable.
2. Cancelling a project in progress
You may cancel a project at any time by writing to us. We will invoice the work completed up to the cancellation date. If you have paid more than the value of that work, we refund the difference; if you have paid less, the balance is payable.
3. Support and maintenance plans
Monthly support plans can be cancelled with 30 days’ notice. Fees for months already started are not refundable. Prepaid months that have not started are refunded.
4. What is not refundable
- Work that has been delivered and accepted.
- Third-party costs such as hosting, domains, app store fees, licences, plugins and SMS or email credits.
- Delays or cancellations caused by missing client inputs, as described in our Terms & Conditions.
5. How to request a refund
Email sales@softoin.com with your project name, invoice number and reason. We will reply within 5 working days. Approved refunds are paid to the original payment method within 10 working days; GST is adjusted through a credit note where applicable.
6. Questions
If anything here is unclear, talk to us before you pay at sales@softoin.com. We are happy to explain.
