1. Introduction
At Invate Digital (“we,” “our,” or “us”), we aim to provide reliable, professional digital services that meet the agreed requirements of our clients.
This Refund Policy explains how cancellations, refund requests, project payments, and disputes are handled for services purchased through https://invatedigital.com/ or through a written agreement with Invate Digital.
By purchasing our services, you acknowledge that you have reviewed this policy together with the applicable quotation, proposal, statement of work, or service agreement.
Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded under applicable law.
2. Services Covered
This policy applies, as relevant, to services offered by Invate Digital, including:
- Website design and development.
- Custom software development.
- Mobile application development.
- Branding and logo design.
- Digital marketing and search engine optimisation (SEO).
- Marketing strategy and campaign management.
- Content writing and related content services.
- Editing and proofreading.
- Other digital services agreed upon in writing.
The applicable refund terms may vary according to the type of service, project stage, payment structure, and any specific agreement with the client.
3. Project Payments and Deposits
Some projects may require an advance payment, deposit, milestone payment, or full payment before work begins.
The payment structure will be communicated in the relevant quotation, invoice, proposal, or service agreement.
Where work has commenced, payments may cover time spent, completed deliverables, design work, development, research, third-party costs, and other agreed project expenses.
To the extent permitted by applicable law and the agreed contract, payments relating to work already completed or costs already incurred may not be refundable.
Any deposit or advance payment will be assessed according to the work performed, the costs incurred, the agreed cancellation terms, and any applicable legal requirements. A deposit will not automatically be treated as non-refundable in every circumstance.
4. When a Refund May Be Considered
A full or partial refund may be considered in circumstances such as:
- Cancellation before work begins: If a project is cancelled before any work or committed expense has been incurred, a refund may be available, less any lawful and agreed non-recoverable charges.
- Cancellation after work begins: We may deduct the reasonable value of work completed and any applicable, documented, non-recoverable costs before determining the amount refundable.
- Failure to deliver an agreed service: If we materially fail to provide the service specified in the written agreement and do not resolve the issue within a reasonable opportunity, a partial or full refund may be considered as appropriate.
- Duplicate or incorrect payments: Verified duplicate payments or payments made in error will be reviewed for correction or refund.
- Other legally required circumstances: Refunds or remedies will be provided where required by applicable law.
Each request will be assessed based on the circumstances, project documentation, work completed, and the rights of both parties.
5. Non-Refundable Circumstances
Subject to applicable law and the terms of the relevant agreement, refunds may not be available for:
- Work that has been completed and delivered in accordance with the agreed scope.
- Approved design concepts, logos, graphics, written content, or other completed deliverables.
- Development milestones that have been completed and approved.
- Custom work already performed at the client’s request.
- Third-party fees, subscriptions, licences, hosting, advertising expenditure, or other external costs that cannot reasonably be recovered.
- Services or deliverables that have been used, published, or implemented by the client, to the extent permitted by law.
- Additional work or changes requested outside the original scope after the relevant work has been performed.
These circumstances do not remove any remedy that may be required by law, including where a service was not delivered as agreed.
6. Digital Marketing and SEO Services
Digital marketing, SEO, advertising, and related services involve factors outside our direct control, including search engine algorithms, advertising platform policies, competition, audience behaviour, market conditions, and changes made by third parties.
We do not guarantee specific search rankings, traffic volumes, sales, leads, advertising returns, or other business outcomes unless a particular commitment is expressly stated in a written agreement.
Fees for work actually performed, campaign management, strategy, reporting, and other agreed activities are generally not refundable solely because a particular marketing result was not achieved.
Where advertising platforms or other third parties receive funds directly, their payment and refund policies may also apply.
7. Website, Software, and App Development
For website, software, and mobile application projects, payments may be linked to agreed milestones such as planning, design, development, testing, deployment, or handover.
Refund requests will be assessed against the agreed project scope, milestone status, deliverables, documented approvals, and any outstanding obligations.
If a client requests cancellation after development has started, we may account for work completed and reasonable, agreed, non-recoverable expenses before determining any refund.
Where a deliverable materially fails to meet the written specifications, we will review the issue and, where appropriate, seek to correct it or provide another remedy in accordance with the agreement and applicable law.
8. Revisions and Client Feedback
Each project may include a defined number of revisions or a specific revision process, as set out in the applicable proposal or service agreement.
A request for changes outside the agreed scope may require additional fees or an updated timeline.
Dissatisfaction based solely on a change of personal preference after approval does not automatically qualify for a refund. However, this does not affect remedies available where the service fails to meet agreed requirements or applicable legal standards.
9. Client Responsibilities and Project Delays
Clients are responsible for providing accurate information, necessary content, access credentials, approvals, and feedback required for project completion.
Delays caused by missing information, delayed approvals, or changes to requirements may affect delivery timelines.
Where a delay or cancellation arises from client-related circumstances, we will review the project status and any applicable contractual terms before determining whether a refund is available.
10. How to Request a Refund
To submit a refund request, email info@invatedigital.com with the following information:
- Your full name and business name, if applicable.
- The service or project purchased.
- The invoice number or payment reference, if available.
- The date and amount of payment.
- A clear explanation of the reason for your request.
- Relevant supporting documents or correspondence, where applicable.
Please submit your request as soon as reasonably possible after identifying the issue.
We may request additional information to review your claim fairly.
11. Refund Review and Processing
We will review each refund request individually and communicate our decision, including the basis for that decision, where appropriate.
Where a refund is approved, we will generally aim to initiate it within 10–14 business days after approval, subject to verification, payment provider requirements, and applicable law.
The time it takes for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
Where possible, refunds will be made using the original payment method. Alternative arrangements may be considered where necessary and lawful.
12. Chargebacks and Payment Disputes
If you have a concern about a charge or service, we encourage you to contact us first so we can investigate and try to resolve the matter.
Nothing in this section prevents you from exercising any legitimate chargeback rights or other remedies available under applicable law or your payment provider’s rules.
13. Changes to This Refund Policy
We may update this Refund Policy when our services, business practices, or legal requirements change.
The updated version will be published on this page with a revised “Last Updated” date. Any changes to an existing project will remain subject to the applicable agreement and mandatory legal requirements.
14. Contact Us
For questions or refund requests, contact:
Invate Digital
Email: info@invatedigital.com
Address: 1209 Mountain Road PL NE STE R, Albuquerque, NM 87110, USA
Website: https://invatedigital.com/