We want every client to know exactly what happens if plans change. This policy applies to services and products sold by Basalt Labs LLC. If your signed proposal or agreement contains different terms, those terms apply.
1. Fixed-scope projects
- Before work starts: if you cancel before we begin work, any deposit paid is refunded in full.
- After work starts: you may cancel at any time by written notice. You pay for milestones already delivered and for work completed on the current milestone, pro-rated by progress. Any amount paid for work not yet performed is refunded.
- Accepted milestones: milestones that you have accepted (or that are deemed accepted 10 days after delivery without written feedback) are non-refundable.
- Defects: we fix bugs in delivered work free of charge for 30 days after delivery.
2. Hourly work
Hourly work is billed for time actually spent and reported. Hours already worked are not refundable. If you believe an invoice contains an error, tell us within 14 days of the invoice date and we will review it and correct any mistake.
3. Retainers
Cancellation takes effect 30 days after we receive written notice. If the notice period extends into a new billing month, that month is billed pro rata, covering only the days up to the effective date. Months already paid are not refunded.
4. Software products — one-time purchases
If a product does not work as described, contact us within 14 days of purchase and we will either fix the issue or issue a full refund. Purchases of credits or usage that have already been consumed are not refundable.
5. Software products — subscriptions
- You can cancel a subscription at any time by emailing us or via the link in your receipt (Stripe or PayPal customer portal). Cancellation stops the next renewal.
- You keep access until the end of the current paid billing period. We do not provide pro-rated refunds for partial periods, except where required by law.
- If you were charged for a renewal you did not intend, contact us within 7 days of the charge and, if you have not used the product during that period, we will refund it.
6. How to request a refund
Email contact@basaltlabs.agency with your name, invoice or order number, and the reason for the request. We respond to refund requests within 2 business days. Approved refunds are issued to the original payment method (via Stripe or PayPal) within 5–10 business days; your bank may take additional time to show the credit.
7. Chargebacks
Please contact us before disputing a charge with your bank — we can usually resolve the issue faster directly.