Carmatec provides custom technology, consulting, development, and managed services for businesses. This policy explains how we handle service cancellations and refund requests.

1. Scope and Applicable Agreements

This policy applies to services purchased directly from Carmatec. The Carmatec entity identified in your proposal, invoice, or service agreement is responsible for your engagement.
Where a signed agreement, statement of work, or accepted proposal specifies different cancellation or refund terms, those terms take precedence, subject to applicable law.
Products or services supplied under separate subscription or service-specific terms are governed by those terms.

2. Project Cancellation

Clients may request cancellation by providing written notice to their Carmatec account manager or designated project contact. Cancellation takes effect in accordance with the applicable agreement.
Before work begins: Advance payments may be refunded after deducting any documented preparation work and non-recoverable costs authorised under the engagement.
After work begins: Fees remain payable for work performed up to the effective cancellation date, including discovery, planning, design, development, consulting, and project management. Work in progress will be assessed using the pricing basis in the applicable agreement.
Any remaining advance payment will be assessed for a refund after these amounts and other agreed commitments have been reconciled.

3. Milestone Payments

Payments for completed and accepted milestones are generally non-refundable, except where the applicable agreement or law provides otherwise.
If a deliverable does not meet the agreed requirements, please notify your project contact with details of the issue. We will review the concern and address it through the correction, acceptance, and dispute-resolution procedures in your agreement.
Requests for additional features or changes outside the agreed scope are handled separately.

4. Recurring Services and Dedicated Resources

For maintenance, managed IT, marketing retainers, dedicated teams, and other recurring engagements, cancellation is subject to the notice period and minimum commitment in your agreement.
Where no notice period is specified, 30 calendar days’ written notice is required. Services and applicable charges continue during the notice period unless otherwise agreed in writing.
Refunds for prepaid periods after the effective cancellation date will be assessed against the agreement, services delivered, and any expressly agreed capacity reservations or minimum commitments. Unused hours within an active billing period are not automatically refundable.

5. Third-Party Costs

• An advance exceeds the amount payable following cancellation.
• A duplicate, excess, or incorrect payment has been verified.
• Carmatec cannot deliver prepaid services, subject to the applicable agreement.
• A refund is required by the applicable agreement or law.

7. Requesting and Processing a Refund

Please submit your request in writing to your Carmatec account manager or through our Contact Us page.
Include your company name, project or service reference, invoice number, reason for the request, and preferred cancellation date, where applicable.
We will review the request and provide a written outcome explaining any refund or outstanding balance.
Approved refunds will be initiated within 10–15 business days after written approval and receipt of any required payment information. Refunds will normally use the original payment method. Bank or payment-provider processing may take additional time.

8. Deliverables and Handover

On cancellation, we will coordinate the handover of eligible deliverables, client data, and access in accordance with the agreement. Ownership, licensing, outstanding payments, and any transition assistance remain subject to its terms.

9. Applicable Rights