Refund Policy

Quick Summary

What’s refundable?

Unused, unstarted portions of SOWs
Prepaid retainers for periods not commenced
Work not accepted where acceptance criteria were not met

What’s not?

Completed/accepted milestones
Ad/media spend & third-party fees
Domains, hosting, SMS/email credits, paid APIs

Timelines

Acknowledgement: within 3 business days
Decision: within 10 business days
Payout (if approved): within 7–10 business days

Eligibility

Fixed-scope SOWs (Technology Solutions): You may cancel before the build starts for a full refund of prepaid fees, minus non-recoverable third-party costs disclosed in the SOW.

Milestone-based work: Refunds apply to unstarted milestones only. In-progress milestones may be prorated based on completed work product.

Marketing retainers: Unused, not-yet-commenced months are refundable. Current month is non-refundable once campaigns/analysis kickoff occurs.

Non-start due to missing access/assets: If we cannot start because required access or assets are not provided within 15 days of invoice, we may cancel with a refund minus a coordination fee (up to 10%) and any non-recoverable costs.

Non-Refundable Items

Ad/media spend on platforms (Google, Meta, etc.)
Domain registrations, hosting charges, SSL certificates
SMS/email credits and gateway/provider fees
Paid APIs, maps/geocoding quotas, CDN or storage costs
Work already delivered and accepted per SOW acceptance criteria
Third-party review or policy outcomes outside our control

Change of Scope

Scope changes are handled via change orders or a revised SOW. If you cancel due to a scope change you requested, work done to date is non-refundable; unused portions can be prorated.

Proration, Credits & SLA

Proration methodology: Based on milestone completion %, documented deliverables, and time logs where applicable.

SLA service credits (Marketing): If we miss agreed reporting cadence or experiment count in a month (unless due to your asset delays or platform constraints), we may provide a service credit applied to the next month.

Credit notes: Where refunds are not possible (e.g., international transfer constraints), a credit note may be issued for future services.

How to Request a Refund

Email billing@mbrighttech.com with your SOW/invoice number, dates, and reason.

We’ll acknowledge within 3 business days and may request clarifications or evidence of issues tied to acceptance criteria.

Decision is communicated within 10 business days. Approved refunds are initiated within 7–10 business days via the original payment method (or bank transfer/credit note if mutually agreed).

For privacy-related cancellations, see Privacy Policy. For contract details, see Terms.

Examples

Scenario	Refund?	Notes
Cancel fixed-scope SOW before build start	Yes (full)	Minus non-recoverable third-party costs
Cancel during Milestone 2 at ~40% complete	Partial (pro-rated)	Pay for work done; unused portion refundable
Marketing retainer — cancel next month before kickoff	Yes (next month)	Current month non-refundable once work starts
Refund of ad spend on Google/Meta	No	Platform-billed directly; outside our control
Domains/hosting/SMS credits already purchased	No	Non-recoverable vendor costs

Scenario

Refund?

Notes

Cancel fixed-scope SOW before build start

Yes (full)

Minus non-recoverable third-party costs

Cancel during Milestone 2 at ~40% complete

Partial (pro-rated)

Pay for work done; unused portion refundable

Marketing retainer — cancel next month before kickoff

Yes (next month)

Current month non-refundable once work starts

Refund of ad spend on Google/Meta

Platform-billed directly; outside our control

Domains/hosting/SMS credits already purchased

Non-recoverable vendor costs