At Bigiantech, we are committed to delivering high-quality digital solutions and exceptional service to all our clients. This policy outlines the terms for refunds, cancellations, and service disputes, which are tailored to the custom, often non-tangible, nature of our work. Unlike physical products, our services involve dedicated time, resources, and intellectual effort, which cannot be “returned.”
2. General Refund Policy on Services
Due to the custom and resource-intensive nature of our services (including but not limited to web design, web development, and digital strategy), we do not offer refunds once work has commenced and a payment has been released.
Payments for milestones, initial setup fees, and launched projects are considered compensation for the work already performed and the resources allocated. All projects are scoped and priced based on the specific requirements agreed upon before the project begins.
3. Eligibility for Refunds & Cancellations
Refunds or credits are only considered under the following specific circumstances:
Project Cancellation Before Commencement: If a project is canceled by the client before any work has begun (including strategy, design, or development), a full refund of any initial deposit will be issued, minus any non-recoupable third-party costs (e.g., purchased licenses, domain names).
Failure to Deliver: If Bigiantech fails to initiate the project after a deposit has been paid and is unresponsive for more than 30 days, a full refund will be issued.
Mutual Agreement: A partial or full refund may be issued if both parties mutually agree that a project cannot proceed due to unforeseen circumstances, and a fair value for work completed is determined.
4. Non-Refundable Services & Situations
The following are explicitly non-refundable:
Completed Work: Any work that has been completed, approved, and delivered for a specific milestone or phase.
Strategy & Discovery Phase: The initial strategy, planning, and discovery phase is crucial and non-refundable once commenced, as it involves dedicated expert time.
Digital Products & Subscriptions: Fees for hosted services, monthly retainers, maintenance plans, and software-as-a-service (SaaS) subscriptions are non-refundable. You may cancel your subscription at any time, which will stop future billing, but no refunds will be issued for previous periods.
Third-Party Costs: Any costs incurred on your behalf for third-party services (e.g., stock photography, premium plugins, API licenses, domain registration) are non-refundable.
Custom Development: Once custom development work has started, it is non-refundable as the code is written specifically for your project and cannot be resold.
5. The Revision Process & Dispute Resolution
We build multiple revision rounds into our process to ensure your complete satisfaction. If you are unhappy with the work at any stage:
Communicate Immediately: Please notify us as soon as an issue arises. We are committed to working with you to find a solution.
Utilize Revisions: We will use the allocated revision rounds within the agreed scope to address your concerns.
Scope Change: If the requested changes fall outside the original project scope, we will provide a quote for the additional work.
We firmly believe that any issue can be resolved through clear communication and a mutual desire to achieve the project’s goals.
6. Payment & Billing
Our standard payment terms are a 50% deposit to begin work, with the remaining 50% due upon project completion before launch. For larger projects, we may use a milestone-based payment schedule. All invoices are due upon receipt unless otherwise agreed upon in writing.
7. Contact Us
If you have any questions about this policy or concerns about your specific project, please contact us before making a payment. We are happy to provide clarity.
Service-Specific: It addresses services, not physical goods, removing irrelevant clauses about CDs, perishable goods, and original packaging.
Manages Expectations: It clearly states that refunds are not given for work completed, which is standard in the industry and protects you from clients who might try to get work for free.
Professional & Fair: It positions your agency as professional and reasonable, focusing on solutions (revisions, communication) rather than just denials.
Reduces Disputes: By being clear upfront, you prevent misunderstandings about what clients are paying for.
Legally Protective: It establishes a clear framework for payments, cancellations, and what happens if a project doesn’t proceed.
You should have clients agree to this policy (or a Terms of Service document that includes it) before any payment is made.
