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Refund Policy

Last updated — 6 October 2026

This policy explains when you can get money back from us, how much, and how quickly. It covers every service we offer: interface design, websites, web and mobile apps, SaaS products, AI automations and chatbots, SEO, and maintenance. Where a signed proposal, statement of work or contract says something different, that document takes priority, as set out in our Terms.

In Short

  • Change your mind before work starts, and you get your payment back in full.
  • Stop a project part way, and you pay only for the work done so far. Anything you paid ahead for work not yet started comes back to you.
  • If what we deliver does not match the agreed scope, we fix it at no cost. If we cannot, we refund that stage.
  • If we cannot finish the work, you get back everything you paid for the parts not delivered.
  • Monthly plans stop with 30 days’ notice. The month already started is not refunded.
  • Approved refunds reach you within 10 working days.

How We Charge

We quote a fixed price against a written scope. Projects are invoiced in stages, each tied to a milestone in the proposal, so you never pay far ahead of the work. Retainers, care plans and ongoing SEO are invoiced monthly in advance. This shapes everything below: at any point, what you have paid should match what you have received.

Before Work Starts

If you cancel after paying the first invoice but before the kickoff call, or within 7 days of paying if that comes first, we refund the full amount. The only deduction is any fee your bank or payment provider charged on the transfer, which we cannot recover.

Once we have started discovery, design or development, the first payment covers the work done so far, and the rules for projects in progress apply.

Projects In Progress

This applies to fixed-price work such as interface design, websites and online stores, web applications, mobile apps, SaaS products, AI automations, chatbots and one-off SEO audits.

  • Stopping a project. You can stop at any time by telling us in writing. We work out the share of the current milestone that is complete, you pay for that share, and any money paid for work not yet started is refunded. We hand over everything produced up to that point: designs, code, repositories and credentials.
  • Accepted milestones. Each milestone has a review period of 7 days after delivery. A milestone is accepted when you approve it, or when the review period ends without a written issue. Payments for accepted milestones are not refundable, because that work is finished and yours.
  • Work that misses the scope. If a delivery does not match what the proposal describes, tell us within the review period. We fix it at no extra cost. If we still cannot make it match after a fair attempt, you can choose a refund of the payment for that milestone instead.
  • If we cannot deliver. If we have to end a project ourselves, or miss an agreed deadline by more than 30 days for reasons on our side, you can end the project and get back everything you paid for milestones not yet delivered.

Delays caused by late content, access, feedback or decisions on your side, or by changes in scope, move the timeline by agreement and are not grounds for a refund.

Retainers And Monthly Plans

This covers website and app care plans, automation and assistant retainers, and ongoing SEO.

  • Plans run month to month and can be cancelled with 30 days’ written notice. The month already invoiced runs to its end and is not refunded.
  • If you cancel within the first 7 days of your very first month, we refund the unused part of that month.
  • If you paid several months ahead, months that have not started are refunded in full.
  • Unused support hours or requests within a month do not carry over and are not refunded, unless your plan says otherwise.

SEO Results

We do not promise rankings or traffic, because no one honestly can: search engines decide, and competitors keep working too. So results alone are not grounds for a refund. What we do promise is the work in your plan and clear reporting on it. If any of that work was not delivered, the part you paid for it is refunded.

Aftercare

Every project includes an aftercare period, set out in its proposal, during which we fix defects in what we built at no cost. A defect found after acceptance is fixed rather than refunded.

What We Cannot Refund

  • Third-party costs paid on your behalf, such as domains, hosting, SSL certificates, software and plugin licences, app store fees, AI and API usage, stock assets and advertising spend. Where a provider refunds us, we pass it on in full.
  • Fees charged by banks, payment providers or currency conversion on the original payment or the refund.
  • Milestones that have been delivered and accepted.
  • Months of a monthly plan that have already started.

How To Ask For A Refund

Email hello@softliro.com with your invoice number and a short note on what went wrong. You can also reach us on +880 1714 470390 (phone and WhatsApp), but please follow up by email so there is a written record.

  • We confirm we have your request within 2 working days.
  • We reply with a decision, and the amount, within 7 working days.
  • Approved refunds are sent within 10 working days, to the same payment method and in the same currency you paid in. Your bank or provider may take a few more days to show it.

If you disagree with our decision, reply and we will look again together. Please talk to us before opening a chargeback or payment dispute. It is almost always faster for both sides.

Buying As An Individual

Most of our clients are businesses. If you buy from us as a private individual, the consumer law where you live may give you extra rights, such as a cooling-off period. Nothing in this policy takes those rights away. If you ask us to start work during a cooling-off period, you pay for the work done before you cancel.

Changes To This Policy

We may update this policy from time to time, and the date at the top changes with it. The policy in force when you sign a proposal applies to that engagement.

Contact

Questions about refunds: hello@softliro.com, or +880 1714 470390 (phone and WhatsApp). Our full company details are in our Imprint.