Summary
| Situation | What you get back |
|---|---|
| You cancel before discovery begins | 100% of everything paid |
| You cancel after discovery, before development starts | Everything paid, less the discovery fee for the scope document you keep |
| You cancel mid-development | All amounts paid for work not yet performed; completed milestones are non-refundable |
| We fail to deliver an agreed milestone and cannot fix it | Full refund of that milestone |
| We terminate for our own reasons | Full refund of all unperformed work, plus transition assistance at no charge |
| Monthly retainer | Cancel any time with 30 days' notice; the current paid month is not refunded and is served in full |
| Completed and accepted deliverables | Not refundable — covered by the 90-day warranty instead |
Before any work starts
If you have paid a deposit and change your mind before the discovery session takes place, tell us in writing and we will refund 100% of what you have paid. No conditions, no fee, no explanation required.
We only ask that you tell us as soon as you know, because a deposit reserves team capacity that we then hold for you.
After discovery, before development
Discovery produces a written scope document: the architecture, the deliverables, the exclusions, the timeline, and the fixed price. That document is genuine work product, and it is yours to keep — you may take it to another studio or build from it yourself.
If you decide not to proceed at this point, we refund everything paid less the discovery fee stated in your scope document. Where discovery was included at no charge as part of a package, we deduct nothing and refund in full.
During development
Fixed-price projects are billed in milestones tied to deliverables. If you cancel mid-engagement:
- Completed and delivered milestones are not refundable. The work exists, it has been handed to you, and you keep it — including the source code, once amounts due are settled.
- Any amount you have paid ahead for work not yet performed is refunded in full.
- Work in progress on the current milestone is assessed honestly against the agreed deliverables for that milestone. We invoice or refund the difference and show you the calculation.
- Non-cancellable third-party commitments made on your instruction — licences, prepaid cloud reservations, hardware — are not refundable, because we cannot recover them either. These are always identified in your scope document before they are incurred.
Cancellation requires 30 days' written notice under our Terms of Service. During the notice period we will either continue delivering or wind the work down and prepare handover, whichever you prefer.
If we do not deliver
If we fail to deliver a milestone that materially conforms to the agreed scope, tell us in writing. We will:
- acknowledge within two business days;
- agree a written remediation plan with you within five business days;
- correct the non-conformity at no additional cost.
If we cannot bring the milestone into conformity within the agreed remediation period, you may reject it and receive a full refund of that milestone, and you may terminate the engagement without further liability. This is in addition to the 90-day conformity warranty in our Terms of Service.
If we terminate an engagement for reasons that are not your fault — capacity, a conflict of interest, or a change in our business — we refund all fees for work not yet performed and provide handover and transition assistance at no charge.
Retainers and maintenance
Maintenance and support retainers are billed monthly in advance and may be cancelled at any time with 30 days' written notice.
- The month you have already paid for is served in full and not refunded — the capacity is reserved for you whether or not you use it.
- No refund is given for unused hours within a retainer month. Unused hours do not roll over unless your agreement says so.
- If we fail to meet an agreed response SLA in a given month, we credit a proportionate share of that month's fee against the next invoice, or refund it if you are leaving.
What is never refundable
- Deliverables that have been completed, delivered, and accepted, or used in production.
- Third-party costs already incurred and non-recoverable: cloud usage, licences, app store fees, domain registrations, paid APIs.
- Time spent on work you subsequently decided you no longer wanted, where that work was performed against an approved scope or change order.
- Delays or failures caused by you not providing access, content, approvals, or decisions within the agreed timeframes.
- Dissatisfaction with an outcome that matches the agreed scope document. If the scope was wrong, we will happily quote a change order — but the delivered work was what was ordered.
How to request a refund
Email billing@xorvyne.com with the subject line "Refund request" and include:
- your company name and the project or invoice reference;
- the amount you believe is refundable;
- a short description of why.
Our commitment on timing:
| Step | Timeframe |
|---|---|
| Acknowledgement of your request | Within 2 business days |
| Written decision with the calculation shown | Within 10 business days |
| Payment issued once approved | Within 10 business days of the decision |
| Funds appearing in your account | Typically 3–10 business days after issue, depending on your bank or card issuer |
Refunds are issued to the original payment method and in the original currency. Where that is not possible, we issue a bank transfer. We do not deduct our own administrative fee from a refund. Card processing fees and bank charges that we cannot recover from the processor may be deducted, and we will show you the amount if so.
If you disagree with our decision
Reply to the decision email and ask for a review. A second person who was not involved in the original decision will look at it and respond within 10 business days with a final written position.
If we still disagree, our Terms of Service require both parties to attempt good-faith resolution for 30 days before formal proceedings. We would much rather sort it out directly.
Please talk to us before filing a chargeback. A chargeback on an invoice we have not had the chance to discuss freezes funds on both sides and takes months to resolve. Nearly every dispute we have seen was a misunderstanding about scope, and an email fixed it in a day.
Changes to this policy
We may update this policy. The version in force for your engagement is the one published when your scope document was accepted, and we will supply that version on request. Changes never apply retroactively to work already agreed.
Contact
Refunds and billing: billing@xorvyne.com
General enquiries: hello@xorvyne.com
XORVYNE LLC
30 N Gould St, Ste R, Sheridan, WY 82801, United States
This document was last updated on September 2, 2026. XORVYNE LLC may revise it from time to time; the version published at xorvyne.com/refund-policy/ is always the version in force. Material changes affecting active engagements are notified by email at least 30 days before they take effect.
Questions about this document: legal@xorvyne.com