This Refund Policy describes the conditions under which TrustForge Solutions ("we", "us") issues refunds for services purchased through our website, proposals, or signed agreements. By engaging our services you agree to the terms below.
1. Scope
This policy applies to professional IT services delivered by TrustForge Solutions, including SaaS development, software and web development, IT consulting, marketing, automation, and custom business solutions.
2. Project-based engagements
- Discovery and scoping fees are non-refundable once work has commenced, as deliverables (assessment, scope document) are produced during this phase.
- For milestone-based projects, milestones already accepted in writing are non-refundable. Work-in-progress on uncompleted milestones may be partially refunded at our discretion, less the value of work performed and any third-party costs incurred.
- If we are unable to deliver a milestone due to a fault on our side, we will either remediate the work at no additional cost or issue a refund for that milestone, as mutually agreed.
3. Monthly retainers and service plans
- Retainers are billed in advance for the upcoming month. You may cancel future renewals at any time by giving written notice at least 14 days before the next billing date.
- Unused hours within a monthly retainer do not roll over and are not refundable, unless we have failed to make ourselves reasonably available to perform the work.
- If a retainer is cancelled mid-month, services continue through the end of the billing period; no partial-month refunds are issued.
4. Third-party costs
Charges paid to third-party providers on your behalf (e.g. domain registration, software licenses, hosting, paid advertising spend) are non-refundable, as they are governed by the third party's own terms.
5. Requesting a refund
Refund requests must be submitted in writing to sales@tfsul.com within 14 days of the charge in question. Please include the invoice number, date of payment, and a description of the issue. We aim to respond within 5 business days.
6. Processing of refunds
Approved refunds are issued to the original payment method within 10 business days of approval. The timing of when funds appear on your statement depends on your payment provider.
7. Chargebacks
We encourage clients to contact us directly before initiating a chargeback. We will work in good faith to resolve any billing concern. Unjustified chargebacks may result in suspension of services and recovery of associated costs.
8. Changes
We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that purchase.
9. Contact
Questions about refunds can be sent to sales@tfsul.com or by phone at +1 (704) 530-5540.