Refunds and cancellation
Version of 2026-10-07
Unused balance
The remainder of the prepaid balance not charged against confirmed orders is refunded in full on the Client’s request. Refunds are made by the original payment method through the payment provider.
Order cancellation
- Before work starts — the order is cancelled without deductions.
- After work starts — the value of the work actually completed, as fixed in the Provider’s report, is withheld; the rest is returned to the balance or, on request, to the Client’s account.
- If the Provider cannot complete a confirmed order for its own reasons, the whole prepayment for that order is refunded.
Experimental services and resources
For services marked pilot/beta, resources already consumed (for example machine runtime) are not refunded; unused balance is refunded under the general rules.
How to request a refund
E-mail support with the organization, payment date and amount. We acknowledge within 2 business days and initiate the refund within 10 business days. The time for funds to reach your card depends on the bank and the payment provider (usually up to 10 business days after initiation).
Fees
Payment provider refund fees are not withheld from the Client unless the checkout page stated otherwise for a specific provider.
Disputed payments
If you do not recognise a payment or the amount does not match, contact us first — we will reconcile with the provider. This is faster than a bank dispute and does not lead to account suspension.
Contacts
Support e-mail and company details are on the “Contacts” page.