Refund policy

Most refund policies are written to be unreadable on purpose. This one is not. Here is exactly when we refund and when we do not, so you can decide before you sign rather than find out after. It sits alongside your signed Statement of Work, which controls if the two ever differ.

Before a project starts

Before kickoff is the time to pressure-test scope, timeline, and deliverables. If you decide not to proceed before work has begun, we settle any pre-project details, including refunds where they apply, per your Statement of Work. We would rather spend a long call up front than manage a refund after the work is underway.

Once work has started

Once work on a project has commenced, we do not issue refunds or prorations. The fees pay for work, and the work begins at kickoff. This is the same rule your Statement of Work sets out: no refunds or prorations once a project is underway.

Recurring services

For the ongoing services, the same principle holds: fees already invoiced for work performed are not refunded or prorated. Lift is month-to-month and billed monthly; you can stop it with thirty days’ notice, and the current month is not prorated. Ground, Engine, and Architect run on twelve-month terms; the committed term is not refunded if you end early, except as your Statement of Work provides. Site is a one-time build and is governed by the rule above.

Scope changes

If the scope of work changes after a project has started, we assess the impact on timeline and budget and put it in writing, so both sides hold the same record of what was agreed.

Exceptional circumstances

In the rare case that something outside either side’s control prevents us from fulfilling our obligations, we work with you toward a fair resolution. A working relationship matters more than the letter of the policy.

Tell us early

If you have a concern, raise it while there is still time to fix it. We would rather hear about a problem early than discover it late.

Contact

Questions about this policy: support@macbach.com.