This policy covers what happens to your payment if a project changes
course, ends early, or something needs fixing after launch. It applies
alongside the payment terms in your signed contract; where the two
differ, your contract governs.
Deposits and the Discovery phase
Engagements start with a deposit tied to Discovery, our smallest and
most predictable phase. Once we've started that work, the deposit
isn't refundable. It covers time already spent, not a reservation fee.
Refunds by phase
If a project ends mid-engagement, what's refundable depends on how far
it's gone:
-
Before a phase starts: full refund of anything paid
for that phase. We haven't done the work yet.
-
Partway through a phase: we invoice for the portion
completed at the agreed rate and refund the rest. You don't pay for
work that didn't happen.
-
After a phase is delivered and accepted: that
phase's payment is final. You're paying for completed, accepted
work, not a refundable deposit.
This mirrors how the work actually happens: Discovery first, then
Foundation, then Build, then Launch. Cancelling stops the meter where
you stop it. It doesn't claw back payment for phases you've already
received.
How a phase gets accepted
When we deliver a phase, you get 5 business days to review it and flag
anything that doesn't match what we agreed to build. If we don't hear
from you in that window, the phase is considered accepted and the next
milestone invoice goes out. If something's off, tell us in writing
what's wrong and we'll fix it before asking you to sign off.
Cancelling an active engagement
Give us 14 days' written notice to end an ongoing engagement. You're
billed for work completed up to the notice period.
After launch: the 60-day warranty
Once a project goes live, we cover bug fixes at no extra cost for 60
calendar days. If something we built doesn't work the way it was
supposed to, report it in writing and we'll investigate and fix it.
The warranty doesn't cover changes made to the site by you or anyone else after launch, breakage caused by a third-party platform or API update outside our control, or new features that weren't part of the original scope. Those are new work, not a defect, and they're quoted separately.
If we can't deliver
If we're unable to deliver agreed work for reasons on our end, you get
a full refund for the undelivered portion. We'd rather have that
conversation early than let it become a dispute.
If something outside either of our control gets in the way — a natural
disaster, a government action, a prolonged outage — we'll pause the
project at no extra charge rather than force a cancellation. If that
situation runs past 30 days, either of us can end the engagement, and
you'll be refunded for anything paid toward work not yet delivered.
How refunds are processed
Refunds go back through the same payment method used for the original
charge, where the payment processor allows it. Processing takes 10 to
15 business days depending on your bank or card issuer.
Before you dispute a charge
If something looks wrong on an invoice, talk to us first at
support@sagegridlab.com.
We respond fast, and most issues get sorted out in a day or two of
direct conversation. Filing a chargeback with your card issuer before
reaching out skips that conversation, and it's slower for you too,
since card disputes can take weeks compared to a direct refund from
us.
Questions
Refund questions go to
support@sagegridlab.com.
We'll respond within 2 business days.
