We want every Cypher Technology client to feel confident about working with us. This policy explains how payments and refunds work across our different service types. If you ever have a question about a specific situation, just get in touch and we will talk it through with you.
For one-off projects — such as network installations, cloud migrations, software development, and consulting projects — we require a deposit before work begins. The deposit amount is confirmed in your written proposal. Once we have started work, the deposit is non-refundable as it covers the upfront planning, scoping, and preparation work we do before active delivery begins.
For larger projects broken into milestones with staged payments, any payment made after a milestone has been completed and approved is non-refundable. Approving a milestone — whether you do so explicitly or by asking us to proceed to the next stage — means you are happy with what has been delivered.
Monthly managed service fees are charged in advance at the start of each billing period. Once the period has started and service is being delivered, the fee for that period is non-refundable. If you want to end a managed service contract, you will need to give us the written notice period specified in your service agreement. Your service continues through to the end of the final paid period.
If you need to cancel a project after work has started, you will be charged for the proportion of work completed up to that point. If you have already paid more than that amount, we will refund the difference within 14 business days of confirming the cancellation in writing.
Consulting retainer fees cover a set number of advisory hours per period. These fees are non-refundable for periods in which the hours have been made available to you, regardless of whether you used them all. Hours cannot be carried forward to the next period unless your agreement specifically allows for this.
If you think you are entitled to a refund under this policy, email us at [email protected] with your company name, account or project reference, and a brief explanation of your request. We will acknowledge your email within 2 business days and aim to reach a resolution within 10 business days.
We always aim to resolve any disagreements fairly and directly. If you are not happy with how we have handled a refund request, please let us know and we will do our best to find a resolution that works for everyone.
