Refund & Return Policy

1. Overview

Southall Billings LTD provides custom digital services including app development, web development, graphic design, video editing, and digital marketing. Due to the nature of our services, refunds and returns are handled differently than physical products.

2. Nature of Digital Services

Our services are:

• Custom-created: Each project is tailored specifically to client requirements
• Time-based: Resources are committed once work begins
• Intellectual property: Deliverables involve creative and technical work
• Progressive delivery: Work is delivered in stages with client approval

3. Deposit and Payment Structure

3.1 Initial Deposit

All projects require a 50% deposit before work commences. This deposit:

• Secures your project timeline and resources
• Covers initial planning, research, and setup costs
• Is non-refundable once work has begun

3.2 Final Payment

The remaining 50% is due upon project completion and approval of final deliverables.

3.3 Milestone Payments

For larger projects exceeding £10,000, we may structure payments across milestones as agreed in the project proposal.

4. Refund Policy

4.1 Deposit Refunds

Before Work Begins:

• Full refund available if project is cancelled before any work starts
• Refund processed within 10 business days
• Stripe processing fees (where applicable) are non-refundable

After Work Begins:

• Deposit becomes non-refundable once work commences
• Covers time, resources, and opportunity cost invested

4.2 Partial Refunds

Partial refunds may be considered if:

• We are unable to deliver services as agreed
• There is a demonstrable failure to meet contractual obligations
• Work has not progressed beyond initial stages

Partial refunds are calculated based on:

• Percentage of work completed
• Resources and time invested
• Deliverables already provided

4.3 No Refund Situations

Refunds will not be provided in the following cases:

• Client dissatisfaction with approved deliverables
• Changes in client business direction or priorities
• Client failure to provide necessary materials or feedback
• Completed work that meets agreed specifications
• Third-party costs already incurred (licenses, subscriptions, etc.)

5. Revision and Modification Policy

5.1 Included Revisions

Each project includes a specified number of revision rounds:

• Graphic Design: Up to 3 revision rounds
• Web Development: Up to 2 revision rounds per major component
• App Development: Revisions during specified testing phases
• Video Editing: Up to 2 revision rounds

5.2 Additional Revisions

Revisions beyond the included amount are billed at our standard hourly rate or agreed project rate.

5.3 Scope Changes

Changes to original project scope will be:

• Assessed for time and cost impact
• Documented in a change order
• Billed separately from the original agreement

6. Service Guarantee

6.1 Quality Commitment

We guarantee that:

• Work will be performed with professional skill and care
• Deliverables will meet agreed specifications
• All work will be original or properly licensed
• Projects will be delivered within reasonable timelines

6.2 Bug Fixes and Technical Issues

For development projects:

• 30-day bug fix guarantee: We fix bugs in our code at no charge within 30 days of delivery
• Excluded issues: Problems caused by third-party services, hosting issues, or client modifications

7. Client Termination Rights

7.1 Project Cancellation

Clients may cancel projects by providing written notice. Financial obligations:

• Payment for all work completed to date
• Non-refundable deposit
• Any third-party costs incurred
• Reasonable termination fee (typically 20% of remaining project value)

7.2 Deliverables Upon Termination

Upon project cancellation:

• Client receives work completed to date
• Work may be in incomplete or unfinished state
• Source files provided only if payment for completed work is received

8. Requesting a Refund

9. Dispute Resolution

If you disagree with our refund decision:

1. Escalation: Request a review by senior management
2. Mediation: We can agree to third-party mediation
3. Legal action: As outlined in our Terms & Conditions

10. Payment Processing

10.1 Stripe Payment Processing

Payments processed through Stripe are subject to Stripe's terms and conditions. Stripe processing fees (typically 2.9% + £0.30) are non-refundable.

10.2 Chargeback Policy

If you initiate a chargeback:

• We will contest illegitimate chargebacks with documentation
• All project work and deliverables will be withheld
• Legal action may be taken to recover costs
• Please contact us first to resolve issues amicably

11. Third-Party Services and Licenses

Some projects require third-party services or licenses:

• Stock photos, fonts, or graphics
• Premium plugins or software licenses
• API subscriptions or hosting services

Refund Terms:

• Third-party costs are non-refundable
• Purchases made on your behalf become your property
• Refund requests must be directed to the respective providers

12. Subscription Services

For ongoing maintenance or support services:

• Billed monthly or annually as agreed
• Cancellable with 30 days notice
• No refunds for partial months
• Access continues until end of paid period

13. Consumer Rights (UK)

Under UK Consumer Rights Act 2015, you have certain statutory rights when purchasing services. These rights include:

• Services performed with reasonable care and skill
• Services as described
• Reasonable price if not agreed in advance

Nothing in this policy affects your statutory rights as a consumer.

14. Exceptions and Special Cases

We may consider exceptions to this policy in cases of:

• Extraordinary circumstances beyond client control
• Demonstrable service failure on our part
• Health emergencies or force majeure events

Such cases are reviewed individually and at our discretion.

15. Policy Updates

This refund policy may be updated periodically. Changes apply to projects initiated after the update date. Active projects remain under the policy version in effect when the project began.

16. Contact Information