Refund & Cancellation Policy

Do we offer refunds?

Not on milestones you have approved and paid for. We do issue corrections for billing errors and for amounts collected for work we have not performed (section 05).

Upfront payment

None. No deposit, retainer, or advance.

Cancellation

Any time, in writing. You pay only for milestones already approved, work in progress to the date of notice, and third-party costs already committed with your approval.

Fees to cancel or correct

None. We charge no cancellation fee, administration fee, or processing fee.

Who to contact

support@edutain360.com

Edutain360 provides professional services — instructional design and the development of custom learning. We are not selling a physical product or a stock download you could return.

An invoice from us is payment for design and development time already spent producing a specific deliverable that you have inspected and accepted. Once that work has been performed and accepted, it cannot be returned or unmade, which is why the payment for it is final.

Payments for milestones you have approved are final and non-refundable.

This is possible — and fair — only because of how we structure payment:

• We ask for no money before work begins.
• You receive each deliverable and have a full review window before anything is invoiced.
• You can send feedback, and we revise within the agreed scope, as many times as the Statement of Work provides for — all before you are asked to pay.
• An invoice is only issued once you have said, in writing, that the milestone is approved.

If you are not satisfied with a deliverable, the remedy is to not approve it and tell us what is wrong. We would far rather revise the work than have you approve something you are unhappy with.

While a milestone is still in review, you may:

• Send consolidated written feedback and ask for changes;
• Use the revision rounds included in your Statement of Work (two per milestone is our usual default);
• Ask for a call to walk through the deliverable before deciding;
• Ask for an extension to your review window, agreed in writing; or
• Cancel the project under section 10 rather than approving the milestone.

Approving a milestone is a deliberate, written act. It is the point at which the work becomes payable, so take the time you need before giving it. How the review window works, including what happens if a milestone sits unanswered, is set out in section 04 of our Payment Terms.

A final-payment policy is not a licence for us to keep money we were never owed. We refund in full, to the original payment method, any amount that falls into one of these categories:

• Duplicate charge — the same invoice was paid or charged more than once.
• Wrong amount — you were charged more than the invoice stated, or the invoice itself overstated the agreed milestone fee.
• Unapproved milestone — you were invoiced or charged for a milestone you had not approved.
• Work not performed — we collected an amount for work we have not delivered and will not be delivering.
• Unauthorised charge — the payment was made on your card or account without your authorisation.
• Tax charged in error — tax was collected where a valid exemption applied.

These are corrections of an error, not refunds of approved work, and there is no time limit on raising one. Tell us and we will put it right.

Email support@edutain360.com with:

• The invoice number, or the date and amount of the charge;
• The name of the project and, if relevant, the milestone concerned;
• Which of the categories in section 05 you think applies, and a short description of what happened; and
• The email address the invoice was sent to, so we can locate the record.

You do not need to use a particular form of words and there is no form to fill in. One email is enough.

1. Within 1 business dayWe acknowledge your email and confirm we are looking into it.
2. Within 5 business daysWe complete our review of the records and tell you in writing whether a correction is due, and for how much. If we need something from you, we ask within this period.
3. Within 10 business days of that decisionWe instruct the correction to the original payment method.
4. A further 5 to 10 business daysYour bank or card issuer posts the amount to your account. This part is controlled by your bank, not by us; bank transfers usually land sooner than card refunds.

Corrections are always issued to the original payment method. We cannot send them to a different card, account, or person, because that is how payment rules and fraud controls work.

We charge no fee to cancel a project, to request a billing correction, or to process one. You receive the full amount of any correction we agree.

Two things are outside our control and may mean the amount landing in your account differs slightly from the amount we send: a foreign-exchange difference, if your account is not held in US dollars, and any fee your own bank or card issuer charges on an incoming refund. Neither is retained by us.

If work you have already approved and paid for turns out to materially fail the specification agreed in the Statement of Work — for example a SCORM package that will not load in the LMS version we agreed to support, or a deliverable missing a component the scope required — tell us and we will re-perform that work at no chargeuntil it meets the agreed specification.

Raise it within 30 days of approval so we are working on it while the project is still fresh. This remedy is re-performance rather than a refund, and it does not cover a change of mind about creative direction, a change in your own requirements, or a request for something the agreed scope did not include — those are change requests, quoted in the ordinary way.

You may cancel a project at any time by emailing support@edutain360.com. Cancellation takes effect on the date we receive your notice. There is no cancellation fee and no notice period.

On cancellation you owe:

• Any milestone you have already approved but not yet paid for;
• Work performed on the current, in-progress milestone up to the date of your notice, charged pro-rata against the proportion completed. We send you the work in progress and an explanation of how the proportion was calculated, and you can query it; and
• Third-party costs already committed with your written approval (section 12).

You owe nothing for milestones that had not started. If cancelling leaves money with us that we have not earned, we return it to you under section 05 as work not performed.

On cancellation we hand over the deliverables for every milestone you have paid for, in the formats stated in the Statement of Work. Rights in those deliverables pass to you as set out in section 07 of our Terms & Conditions.

We may end an engagement, with written notice, if:

• An approved invoice remains unpaid after reminders;
• We cannot get the information, materials, or approvals we need to continue, after asking in writing;
• The work would require us to break the law, infringe someone else's rights, or breach a sanctions or compliance obligation; or
• The working relationship has broken down to the point where we cannot deliver well.

If we cancel for any reason other than your non-payment or a legal or compliance obligation, you pay only for milestones already approved, we return any amount collected for work we have not performed, and we hand over everything you have paid for.

Some deliverables need something bought from a third party — voice talent, stock media, fonts, translation, software seats, or hosting. We quote these in advance and only buy them once you approve them in writing.

Once bought, these amounts are payable and not refundable by us, even if the project is later cancelled, because the third party has already been paid and will not refund us. We never commit you to a third-party cost you have not approved.

Where you separately engage us for an ongoing service billed periodically — such as maintenance, content updates, or hosting — you may cancel it at any time by emailing support@edutain360.com.

Cancellation stops any future billing. The current paid period runs to its end and is not refunded pro-rata, and you keep access for the remainder of that period. We confirm every cancellation in writing; if you ever cancel and are billed again anyway, that is a billing error under section 05 and we refund it in full.

If something looks wrong with a charge, please email us before filing a dispute with your bank or card issuer. We can usually resolve it in a day or two, where a chargeback takes weeks and often ends in a decline.

Where a dispute is filed, we provide the payment provider with the Statement of Work, the milestone scope, the delivered files, your written approval, and the invoice. We keep those records so a dispute can be settled on the facts rather than on assertion. Section 17 of our Payment Terms explains what follows.

Nothing in this policy limits any right you have under applicable law that cannot be waived by agreement, including consumer-protection rights and rights relating to unauthorised payments.

Our services are provided to businesses and organisations rather than consumers. If a mandatory consumer right or a local law applies to your purchase and conflicts with this policy, that law applies and the rest of this policy continues in effect.

We may update this policy. The version on this page when you accept a proposal is the version that applies to that project. Material changes are reflected in the “Last Updated” date above.