Refund Policy

1. Nature of services

Pihanuna delivers custom software design and development services. Because work is specialized and begins upon engagement, fees are generally non-refundable once work has commenced, except as stated below or in a signed Engagement Document.

2. Deposits

Projects typically require an initial deposit to reserve schedule and begin discovery. Deposits are applied to the total project fee. If Pihanuna cancels an engagement before substantial work begins due to our inability to perform, we will refund the unused deposit.

3. Milestone payments

Milestone invoices become due upon delivery of the agreed milestone for review. Approved or constructively accepted milestones are not refundable. If you dispute a milestone, notify us in writing within five (5) business days of delivery with specific deficiencies.

4. Client-initiated cancellation

• If you cancel before kickoff and before significant work, we may refund the deposit minus a reasonable administrative fee disclosed in the proposal.
• If you cancel after work has started, you remain responsible for fees for work performed, third-party costs incurred, and any non-cancellable commitments made on your behalf.
• Prepaid unused future milestones may be refunded on a pro-rata basis only if no work against those milestones has begun and the Engagement Document allows it.

5. Pihanuna-initiated termination for cause

If we terminate for client breach (including non-payment, abusive conduct, or unlawful requests), no refund is due for work performed, and outstanding invoices remain payable.

6. Website account fees

Creating a website account is free. There are no subscription fees for basic dashboard access unless separately contracted.

7. Chargebacks

Please contact us before initiating a payment dispute. Unfounded chargebacks may result in suspension of services and recovery of dispute fees where permitted by law.

8. How to request a refund review

Email [email protected] with your company name, invoice number, and reason for the request. We typically respond within five (5) business days.

9. Conflict with Engagement Documents

If a signed proposal or contract specifies different refund or cancellation terms, those terms control for that engagement.