This policy applies to one-off custom software development services purchased through surparcel-security.uk.
- Cancellation Before Development Begins
Clients may cancel their projects before software development officially begins.
If the project has not yet started actual development, we will process the payments made according to the project agreement confirmed by both parties.
- Cancellation After Development Begins
If the project has already entered the development phase, clients may still submit a cancellation request. However, completed development work, reasonable costs incurred, and delivered project content may not qualify for a refund.
The refund amount will be determined based on the actual completion status of the project.
- Cancellation After Project Completion
Once the software project is completed or related deliverables have been delivered, full refund requests due to client changes of decision, no longer needing the project, or other non-quality-related reasons are generally not accepted.
If the delivered content is significantly inconsistent with the project requirements confirmed by both parties, we will communicate and handle the matter on a case-by-case basis.
- Project Modifications
If clients wish to add or modify the originally planned functions during development, they should confirm with us before implementation.
Additional work beyond the original project scope may incur extra charges.
- Refund Processing Time
If the refund conditions are confirmed, we will process the refund within 3–5 business days after confirmation.
Actual arrival time may be affected by the processing time of the payment institution or bank.
- How to Apply for Cancellation or Refund
To cancel a project or apply for a refund, please submit an application through the contact information on the surparcel-security.uk website, providing relevant order or project details.
We will review and process your application based on the current project status, completed work, and the project scope confirmed by both parties.