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Refund & Cancellation Policy

Last updated: [10/08/2025] – Questions: [email protected]

1) Overview

This policy applies to services purchased from Tofido, including project‑based work (e.g., web development, branding, e‑commerce), retainers/care plans (e.g., maintenance, hosting, support), and productized/prepaid services (e.g., audits, setup packages). Our goal is to be fair and transparent while recognizing the time and costs involved in planning and delivery.

2) General Terms

  • All requests for cancellation or refund must be emailed to [email protected] from the authorized contact on the account.
  • Refunds (when applicable) are issued to the original payment method; processing may take 5–10 business days after approval.
  • Government or third‑party fees (e.g., domain, app store, license keys, paid plugins, ad credits) are non‑refundable. We will transfer any transferrable licenses you own.
  • Work‑in‑progress, time spent, and used allocations are not refundable once delivered or consumed.

3) Project‑Based Engagements

a) Deposits / Booking Fees

  • Project deposits secure planning, scheduling, and early discovery. Deposits are generally non‑refundable once work has begun.
  • If you cancel before any work starts (no discovery, no scheduling impact), we may refund up to 50% of the deposit to cover administrative allocation. This is discretionary and depends on resource booking.

b) Milestone Payments

  • Projects are billed in milestones (e.g., discovery, design, development, launch). Each milestone payment covers the scope for that phase.
  • If you cancel mid‑project, we will invoice for completed and in‑progress work to date (time & materials under the active milestone). Any unused prepayment for future phases will be refunded.
  • Change requests may adjust timelines and fees; approved changes are billable and non‑refundable after delivery.

c) Post‑Delivery Adjustments

  • We include a defined review window per milestone (e.g., 5–10 business days) to request reasonable revisions within scope. Outside that window, changes are billed as new work.
  • Objective defects (e.g., broken agreed features) reported within the review window are fixed at no additional cost. Differences in preference outside agreed scope are not refundable.

4) Retainers, Care Plans, and Hosting

  • Retainers and care plans (including hosting, maintenance, and support) are billed in advance on a monthly or annual basis.
  • You may cancel at any time with written notice. The current billing period remains active through its end date; no partial‑month refunds for time already allocated, except where required by law.
  • Annual plans canceled early are not refunded for remaining months unless otherwise agreed. At your request, we can keep services active until the end of the paid term or schedule a handover.
  • If service availability or coverage depends on your cooperation (e.g., access credentials, DNS updates, plugin renewals), delays on your side do not qualify for refunds.
  • For hosting with a published SLA, service credits (not cash refunds) may apply to downtime as defined in the SLA. Credits are applied to future invoices of the affected service.

5) Productized / Prepaid Services

Examples: SEO audit, performance audit, analytics setup, migration package, security hardening bundle.

  • Prepaid services are refundable before we start work, less a 10% administrative fee (payment processing and scheduling).
  • Once work begins (access requests sent, discovery calls held, or analysis started), the service becomes non‑refundable, but we will complete delivery or provide an equivalent credit if mutually agreed.
  • If we cannot deliver due to factors outside our control (e.g., no access after repeated attempts), we may convert to credit valid for 6 months.

6) Domains, Licenses, and Third‑Party Purchases

  • Domains, SSL certificates, premium plugins/themes, and other third‑party licenses are subject to the vendor’s policy and are typically non‑refundable once issued.
  • If paid through Tofido on your behalf, we will transfer ownership where possible.

7) Migrations & Offboarding

  • Upon cancellation of hosting or care plans, we can provide a site backup or coordinate a migration at standard rates.
  • Outstanding balances must be settled before code handover, DNS changes, or transfer of assets.
  • Access we provisioned (servers, CDNs, dashboards) will be revoked after handover is complete or at the end of your paid term, whichever comes first.

8) Quality & Good‑Faith Resolution

  • If you are unhappy with a deliverable, tell us within the review window so we can address it promptly.
  • We will act in good faith to resolve issues that are in scope and documented. If we cannot meet an agreed specification, we will provide a remedy (fix, rework, or partial credit) appropriate to the impact.

9) Chargebacks

  • Chargebacks delay resolution and increase cost for both parties. Please contact us first-most issues are solved faster by working together.
  • If a chargeback is filed without prior notice and the work was delivered per scope, we may suspend services and pursue recovery of fees and costs related to the dispute.

10) Exceptions Required by Law

Some regions require specific refund rights for consumers. If applicable, we will honor those rights. For B2B services, this policy applies as written unless local law provides otherwise.

11) How to Request a Refund or Cancellation

  • Email [email protected] with your company name, service/package, invoice number, and reason for the request.
  • For projects, include the milestone and deliverable in question, along with any supporting details (links, screenshots).
  • We typically respond within 2–3 business days with next steps.

12) Policy Changes

We may update this policy to reflect changes in services or applicable laws. The “Last updated” date will change, and material updates will be communicated where appropriate.