Refund Policy

Projects are billed against the milestones set out in the signed statement of work. We normally take a deposit before work starts, with the balance invoiced at agreed milestones or monthly in arrears. Invoices are payable within 14 days unless the agreement says otherwise.

The deposit reserves engineering time on our schedule. If you cancel before any work has begun, the deposit is refundable in full. Once discovery or build work has started, the deposit is applied to work already delivered and is non-refundable to that extent.

Either party may end an engagement with 14 days' written notice. On cancellation we invoice for work completed and committed up to the end of the notice period, and refund any prepaid amount that exceeds that figure within 30 days.

Completed and accepted milestones are not refundable. If a deliverable does not meet the agreed specification, tell us within 14 days of delivery and we will correct it at no extra cost. Where a defect cannot reasonably be corrected, we will refund the fee for that deliverable.

Costs we pay on your behalf — app store fees, hosting, licences, AI usage and similar — are non-refundable once incurred.

Email mail@faktorlab.co.uk with your project name and the reason for the request. We acknowledge within 5 business days and process approved refunds to the original payment method within 30 days.