Effective Date: May 2026
This Refund & Cancellation Policy (“Policy”) supplements and forms part of Adroit Gate Solutions (“Adroit”, “we”, “us”, “our”) Terms & Conditions. It explains how refunds, cancellations, and service terminations are handled across Adroit’s IT consulting, software development, cloud, and managed services. By engaging Adroit’s services, you (“client”, “you”) agree to this Policy together with our Terms & Conditions. Where this Policy is silent, the Terms & Conditions govern.
- General Principles
Adroit delivers services on a project and engagement basis rather than as off-the-shelf retail products. Because each engagement involves scoping, planning, and allocation of time and resources from the point of confirmation, refunds and cancellations are assessed against work actually performed, resources committed, and costs already incurred, rather than issued automatically.
Specific refund amounts, cancellation notice periods, and milestone terms for a given engagement are set out in the applicable project agreement, proposal, or invoice. Where an individual agreement specifies different terms, those terms take precedence over the general provisions below.
- Cancellation of Services
Clients may request cancellation of an ongoing or upcoming engagement at any time by notifying Adroit in writing (email is acceptable) using the contact details in Section 9.
- Cancellations must reference the relevant project, invoice, or service agreement.
- Where a notice period is stated in the project agreement, cancellation takes effect at the end of that notice period.
- Work in progress at the time notice is received will continue to be billed up to the effective cancellation date, in line with Section 7 (Quotes, Fees, and Payment) of our Terms & Conditions.
- Cancelling a subscription-based or recurring service (for example, hosting, support retainers, or Software as a Service access) stops future billing cycles but does not, by itself, entitle the client to a refund of fees already paid for the current billing period.
- Refund Eligibility
Refunds are considered on a case-by-case basis and are not guaranteed. As a general rule:
- Fees for work already completed, hours logged, or milestones delivered are non-refundable.
- Advance payments, deposits, or retainers cover scoping, planning, and resource reservation from the date of payment and are non-refundable once work has commenced, except where required by law.
- Where Adroit cancels or is unable to commence a project through its own fault, and no work has been performed, the client is entitled to a full refund of any advance payment made for that project.
- Where a project is cancelled partway through delivery, any refund due is calculated as fees paid, less the value of work completed, resources committed, and reasonable costs already incurred by Adroit (including third-party or licensing costs paid on the client’s behalf).
- Subscription and Software as a Service fees are generally non-refundable for the current billing period once that period has started, unless otherwise stated in the applicable service agreement.
- No refund is due where cancellation or termination results from the client’s breach of the Terms & Conditions, misuse of services, or failure to meet payment obligations.
- Non-Refundable Items
The following are not eligible for refund under any circumstances, except where required by applicable law:
- Third-party costs already paid on the client’s behalf, such as domain registration, software licences, hosting, or app store fees.
- Custom development, design, or configuration work already delivered and accepted by the client.
- Consulting time, workshops, or advisory sessions already conducted.
- Fees for periods of service already provided, including completed billing cycles for managed or support services.
- Adroit-Initiated Termination
Consistent with Section 18 (Term and Termination) of our Terms & Conditions, Adroit may suspend or terminate a service where these terms are violated, payments are not fulfilled, or services are used in a harmful, unlawful, or abusive manner. In such cases, fees already paid are treated in accordance with Section 3 above, and no refund is due for the portion of work already completed or resources already committed.
- Service Issues and Rework
If a client believes that delivered work does not meet the specifications agreed in the relevant project scope, they should raise this with Adroit in writing within a reasonable time of delivery. Adroit will assess the concern and, where the work genuinely falls short of the agreed scope, will prioritise correcting or reworking the deliverable rather than issuing a refund. Refunds for quality concerns are considered only where rework is not feasible or reasonably practicable.
- How to Request a Cancellation or Refund
To request a cancellation or refund, please contact Adroit with the following information:
- Your name and business/organisation name
- The relevant project name, invoice number, or service reference
- The reason for the cancellation or refund request
- Any supporting documentation, where applicable
Requests are reviewed and responded to within a reasonable timeframe. Where a refund is approved, it will be processed using the original method of payment where possible, within a reasonable period following approval, subject to any applicable banking or payment processor timelines.
- Changes to This Policy
Adroit may update this Policy from time to time to reflect changes in our services or business practices, in line with Section 21 (Changes to These Terms) of our Terms & Conditions. Continued use of our services after an update indicates acceptance of the revised Policy. We encourage clients to review this page periodically.
- Contact Us
For cancellation or refund requests, or any questions about this Policy, please contact us:
