We want every client to be confident working with HertIQ. This policy sets out clearly when refunds apply to our custom software, AI and related services.
1. Overview
Because our software, AI and automation services are custom-built and involve dedicated team time from the start, refunds are handled according to the stage of work and the terms of your Project Agreement. This policy explains how that works. If your Project Agreement contains different refund terms, those terms apply.
2. Deposits and advance payments
- Before work begins: if you cancel a project before any work has started, we will refund your deposit in full, minus any non-recoverable third-party costs already paid on your behalf (such as licences or domains).
- After work begins: once discovery, design or development has started, the deposit is non-refundable, as it covers team allocation and work already performed.
3. Milestone-based projects
Most projects are billed in milestones. Payments for milestones that have been delivered and accepted are non-refundable. A milestone is treated as accepted when you approve it in writing, or when the review period in your Project Agreement ends without a written report of defects.
If you cancel mid-milestone, you will be charged for the work completed on that milestone up to the cancellation date, calculated pro-rata. Any amount you prepaid beyond that will be refunded.
4. Hourly work, retainers and support plans
- Hours already worked are billable and non-refundable.
- Monthly retainers and support plans can be cancelled with the notice period stated in your agreement. Unused hours from the current billing period are not refunded but may be carried forward where your plan allows.
- Prepaid hours or months that have not yet started are refundable if you cancel before that period begins.
5. Third-party costs
Costs paid to third parties on your behalf, including cloud hosting, AI model or API usage, software licences, app store fees, domains and stock assets, are non-refundable once purchased, as we cannot recover them.
6. Defects and quality concerns
If a deliverable does not meet the agreed specification, please tell us in writing within the review or warranty period. Our first remedy is to fix the issue at no extra cost. If we are unable to correct a material defect within a reasonable time, we will offer a fair partial refund for the affected deliverable.
Requests for new features, design changes or work outside the agreed scope are not defects and are handled as Change Requests.
7. If we cancel
If we need to cancel a project for reasons not caused by you, we will refund all payments for work not yet delivered and hand over all completed work you have paid for.
8. How to request a refund
Email legal@hertiq.com with your name, company, project or invoice number, and the reason for your request. We will acknowledge your request within 5 business days and aim to resolve it within 14 business days.
Approved refunds are paid to the original payment method, or another method we agree with you. Bank or payment processor fees may be deducted where they cannot be recovered.
9. Changes to this policy
We may update this Refund Policy from time to time. The version in force when you signed your Project Agreement applies to that project. See also our Terms and Conditions.