1. Overview
This Refund Policy explains the circumstances under which Prime Haul ("we", "us", "our") will issue refunds for payments made for our software development and automation services. It forms part of our Terms & Conditions and applies to all packages and custom engagements unless a signed agreement states otherwise.
Our goal is to be fair to both parties: you should never pay for work that was not delivered, and we must be compensated for professional time and resources already committed to your project. This policy is designed to balance those interests clearly and transparently.
Summary: Deposits are non-refundable once work has begun. Payments for completed project stages are not refundable. Payments for stages not yet started may be refunded if you cancel. Third-party costs are non-refundable once incurred.
2. The Nature of Our Services
Prime Haul provides custom professional services — software development, web applications, automation systems, and consulting. Unlike physical products, our deliverables are created through the investment of skilled professional time, and work product cannot be "returned" once delivered.
For this reason, refunds are assessed based on work performed and costs incurred, not simply on whether you change your mind after delivery. We encourage all clients to review the agreed scope, ask questions before work begins, and provide feedback during revision rounds so the final result meets expectations.
3. Deposits and Upfront Payments
3.1 Why Deposits Are Required
A deposit (typically 50% of the project total) secures your place in our development schedule and covers the initial work of your project — including discovery, planning, architecture, and design. It represents a genuine commitment of resources on our side.
3.2 Deposit Refundability
- Before work begins: If you cancel within 48 hours of paying the deposit AND no work has commenced, the deposit may be refunded in full, minus any payment processing fees.
- After work begins: Once work has commenced on your project (including planning, design, or any development activity), the deposit becomes non-refundable.
- Our inability to proceed: If we are unable to begin or complete your project for reasons on our side, all payments for unstarted work — including the deposit where applicable — will be refunded.
4. Refund Eligibility by Project Stage
Refunds are calculated based on the stage your project has reached at the time of cancellation:
- Stage 1 — Booked, not started: You have paid a deposit but work has not yet begun. Eligible for a refund of payments made, minus processing fees and any administrative costs incurred.
- Stage 2 — Discovery & design underway: Requirements gathering, wireframes, or design work has begun. Deposit is non-refundable; any payments beyond the deposit for unstarted stages may be refunded.
- Stage 3 — Development underway: Active development has started. You are responsible for payment for all work completed to date, calculated on a proportional or hourly basis. Remaining amounts for unstarted work may be refunded.
- Stage 4 — Delivered for review: Deliverables have been submitted for your review. Payments made are generally non-refundable, as the contracted work has been substantially performed. Revision rounds remain available per your package.
- Stage 5 — Completed & approved: The project has been delivered, deployed, or approved. All payments are final and non-refundable.
5. Package-Specific Refund Terms
5.1 Starter Package — $350
- Cancellable with full refund only if no work has commenced and cancellation occurs within 48 hours of payment.
- Once design or development work has started, the package fee is non-refundable.
- If the delivered website materially fails to match the agreed scope, we will correct it at no charge — this is covered by our workmanship warranty, not a refund.
5.2 Business Growth Package — $1,000
- Deposit portion is non-refundable once work begins.
- If cancelled mid-project, you pay only for milestones or work stages completed to date.
- Includes 30 days of post-launch support; support does not extend refund eligibility beyond project completion.
5.3 Custom / Enterprise Packages
- Refund terms for custom engagements are defined in the individual service agreement or statement of work.
- Milestone-based projects: each milestone payment becomes non-refundable upon completion and approval of that milestone.
- Where no specific agreement exists, the general stage-based rules in Section 4 apply.
6. Situations Where Refunds Do Not Apply
Refunds will not be issued in the following circumstances:
- Work has been completed and delivered in accordance with the agreed scope, but your preferences or business needs have changed.
- You are dissatisfied with elements that were presented and approved during earlier project stages or revision rounds.
- Delays or issues caused by your failure to provide required materials, feedback, access, or approvals within agreed timeframes.
- Problems caused by third-party services, hosting providers, APIs, or platforms outside our control.
- Issues arising from modifications made to the delivered work by you or third parties after handover.
- Your project is cancelled because you violated our Terms & Conditions or engaged in unlawful activity.
- You have filed a chargeback or payment dispute that is resolved in our favor.
- Refund requests submitted more than thirty (30) days after final delivery or project completion.
7. Cancellation by the Client
You may cancel your project at any time by sending written notice (email is acceptable) to KevinPrimehaul@gmail.com. Your cancellation is effective on the date we receive it.
Upon cancellation:
- We will calculate the value of all work completed up to the cancellation date.
- You will receive an itemized statement of work performed.
- Any amounts paid exceeding the value of completed work will be refunded per Section 12.
- Any outstanding balance for completed work becomes due immediately.
- Completed work and source files paid for will be delivered to you upon settlement of your account.
8. Cancellation by Prime Haul
If we cancel your project for reasons other than your breach of contract — for example, due to capacity constraints or circumstances on our side — you will receive a refund for all payments relating to work not completed. If we cancel due to your breach of these Terms or our Terms & Conditions (including non-payment), you remain liable for all work completed and costs incurred.
9. Third-Party Costs and Subscriptions
Third-party costs incurred on your behalf are non-refundable once committed. This includes, but is not limited to:
- Domain name registrations
- Hosting and server provisioning fees
- Premium themes, plugins, or software licenses
- API subscription fees (AI services, email providers, payment gateways, etc.)
- Paid stock assets or fonts
Where possible, third-party accounts are registered in your name so they remain your property. Refunds for third-party services are governed by the third party's own refund policy — we will assist you in requesting them where feasible.
10. Maintenance, Support, and Recurring Services
For ongoing monthly or annual services (maintenance plans, hosting management, support retainers):
- Recurring services may be cancelled at any time with notice before the next billing date.
- Fees for the current billing period are non-refundable once the period has begun.
- Annual plans cancelled mid-term may be refunded for unused full months at our discretion, minus a reasonable administration fee.
- Included post-launch support periods (e.g., the 30 days in our Business Growth Package) carry no cash value and are not refundable.
11. How to Request a Refund
To request a refund, please contact us in writing with the following information:
- Your full name and company name
- The project or invoice reference number
- The payment amount and date
- The reason for your refund request
- Any supporting details relevant to your request
Send refund requests to KevinPrimehaul@gmail.com with the subject line "Refund Request". We will acknowledge your request within two (2) business days and provide a decision or request for further information within ten (10) business days.
12. Refund Processing
Approved refunds are processed as follows:
- Refunds are issued to the original payment method wherever possible.
- Processing time is typically 5–10 business days after approval, depending on your bank or payment provider.
- Refunds are issued in the same currency as the original payment; exchange rate differences and processing fees are not our responsibility.
- You will receive written confirmation once the refund has been issued.
13. Disputes and Chargebacks
We encourage you to contact us directly before initiating a chargeback or payment dispute. Most concerns can be resolved quickly through communication, and we are committed to fair outcomes.
Please note:
- Unjustified chargebacks may result in suspension of services and withholding of deliverables pending resolution.
- We reserve the right to contest chargebacks with documentation of work performed and agreed terms.
- Filing a chargeback does not waive your obligation to pay for work completed under these Terms.
14. Changes to This Policy
We may update this Refund Policy from time to time. The version in effect at the time of your payment governs that transaction. Material changes will be reflected by an updated "Last Updated" date at the top of this page. Continued use of our services after changes take effect constitutes acceptance of the updated policy.
15. Contact Us
For refund requests, billing questions, or any concerns about this policy, contact us:
We are committed to resolving billing concerns fairly and promptly.