We stand behind the quality of our work. This policy explains when refunds apply and how we handle situations where things don't go as expected.
Our Commitment
Before any project starts we agree on a clear scope. We don't take on work unless we're confident we can deliver it. If something goes wrong, we will always try to make it right before a refund is considered.
Deposits
Deposits are non-refundable. When you pay a deposit, we reserve time in our schedule and begin planning and scoping your project. That time cannot be recovered once committed.
If we are unable to start your project within the agreed window due to our own scheduling failure, we will offer a full refund of the deposit or carry it forward to a new start date - your choice.
Partial Refunds
If a project is cancelled after work has begun but before final delivery, no refund is issued for work already completed. We will provide you with whatever has been built up to that point.
Full Refunds
A full refund of the final payment (not the deposit) may be issued if:
- We deliver work that materially fails to meet the agreed scope and we are unable to fix it within a reasonable timeframe.
- We fail to deliver any work within 2x the agreed timeline with no valid cause.
Refund requests must be made in writing to hello@cystall.com within 14 days of delivery.
Retainers
Monthly retainer fees are non-refundable once a billing cycle has started. If you wish to cancel, provide 14 days written notice before your next billing date and you will not be charged for the following month.
Disputes
If you are unhappy with delivered work, please contact us first. We resolve the large majority of issues through direct conversation. If a resolution cannot be reached within 14 days, we are open to third-party mediation.
Chargebacks
Initiating a chargeback or payment dispute without first contacting us is a breach of these terms. We maintain detailed records of all project communication and deliverables and will contest any invalid chargeback.
Contact
To request a refund or raise a dispute, email hello@cystall.com with your project details and a description of the issue.