Refund Policy

Last updated: January 2026
  1. This Refund Policy governs requests for refunds and cancellations for services provided by Saclen. The terms in a signed project proposal or agreement take precedence over this policy where they differ.
  2. Deposit and initial payments. A deposit or initial payment may be required to begin work on a project. Unless the project proposal states otherwise, deposits are non-refundable. The proposal will specify deposit amounts and any refundable conditions.
  3. Cancellation before work begins. If the client cancels the project before Saclen commences billable work, Saclen may, at its discretion, refund prepaid amounts after deducting reasonable administrative fees. Refunds in such cases are evaluated on a case-by-case basis.
  4. Cancellation after work has commenced. If the client cancels the project after work has started, the client is responsible for payment for work completed and for any non-recoverable costs incurred up to the date of cancellation. Any refundable balance will be calculated after deducting those amounts.
  5. Milestone and final payments. Payments tied to approved milestones or final delivery are non-refundable except where expressly stated in writing or required by applicable law. Requests for refunds based on dissatisfaction must be submitted in writing and will be reviewed in accordance with the revision and dispute process set out in the project agreement.
  6. Third-party costs. Fees paid to third-party providers, including but not limited to hosting, domain registration, premium plugins, licenses, or subscriptions, are not refundable by Saclen. Clients should seek refunds or cancellations directly from the third-party provider in accordance with that provider's policies.
  7. Service failure by Saclen. If Saclen materially fails to perform the agreed services, Saclen will, at its option, use reasonable efforts to complete the services to the client's reasonable satisfaction or issue a refund for the undelivered portion of services, after deducting amounts for work performed and expenses incurred up to the date of failure.
  8. How to request a refund. All refund requests must be submitted in writing to the contact specified in the project proposal or via Saclen's official contact channels. A refund request must include the project reference, the reason for the request, and any supporting documentation.
  9. Assessment and processing. Saclen will acknowledge receipt of a refund request within a reasonable period and will evaluate the request in good faith. If a refund is approved, Saclen will process the refund using the original payment method where possible. Processing times may vary depending on payment processors or banking institutions.
  10. Disputes. Any disputes arising from refund requests will be handled according to the dispute resolution procedures specified in the project agreement. This policy does not limit either party's rights under applicable law.
  11. Changes to this policy. Saclen reserves the right to modify this Refund Policy at any time. Any changes will be effective upon posting on our website or providing notice to clients where reasonable. Continued use of our services after updates signifies acceptance of the revised policy.