Refund and Cancellation Policy

This Policy applies to professional services engaged from BitsToBug Studios LLP and to any payments made to us through our website or payment gateway. It should be read together with the applicable master services agreement, statement of work or proposal, which prevails in the event of conflict.

1. Nature of our services

BitsToBug provides bespoke professional services, including software engineering, cloud, artificial intelligence, design and consulting. Work is performed to order and is customised to each client. Services are not standard goods and cannot be returned once performed.

2. Engagement and payment structure

• Engagements commence upon execution of a statement of work or written acceptance of a proposal, and receipt of the agreed advance payment.
• Payments are generally structured as an advance payment followed by milestone based or monthly instalments, as set out in the applicable statement of work.
• All fees are exclusive of applicable taxes, including goods and services tax, which are charged additionally at prevailing rates.

3. Advance payments

The advance payment reserves engineering capacity, covers discovery, planning and mobilisation, and is non-refundable once work has commenced. Where an engagement is cancelled by the client before any work has commenced, the advance payment is refundable in full, less any transaction charges levied by the payment gateway or banking channel.

4. Cancellation by the client

A client may cancel an engagement at any time by giving written notice to support@bitstobug.com. On cancellation:

• fees for all work completed up to the effective date of cancellation, together with work in progress and any non-cancellable third party costs committed on the client's behalf, remain payable;
• any amounts paid in excess of the above are refunded to the client in accordance with Section 6;
• all deliverables completed and paid for in full are transferred to the client together with the associated intellectual property, in accordance with the applicable services agreement.

5. Cancellation by BitsToBug

We may terminate an engagement where the client materially breaches the services agreement, fails to make payment when due, fails to provide necessary access, information or approvals for a continuous period of thirty days, or requires work that would place us in breach of law or professional obligation. In such cases fees for work performed remain payable, and any undisputed excess amounts are refunded in accordance with Section 6.

6. Refund process and timelines

Refunds are made to the original payment method and in the original currency of payment. Transaction charges, foreign exchange differences and bank charges are borne by the client and are not refundable.

7. Disputes regarding deliverables

If a client believes a deliverable does not conform to the agreed specification, the client must notify us in writing within fifteen days of delivery, giving reasonable detail. We will investigate and, where the claim is valid, remedy the deliverable at no additional cost. Rectification is our primary remedy. A refund is considered only where rectification is not reasonably possible.

8. Non-refundable items

• Third party licences, subscriptions, domain registrations, cloud infrastructure charges and similar pass through costs already incurred.
• Work already completed and accepted by the client.
• Engagements cancelled after final delivery and acceptance.

9. Contact

All refund and cancellation requests should be sent to support@bitstobug.com. Unresolved matters may be escalated to our Grievance Officer, Shreyansh Tiwari, at shreyansh@bitstobug.com.