Overview
This policy applies exclusively to Futureys Software Engineering and IT Services, including custom software, web and mobile applications, AI and chatbot development, cloud and DevOps, WordPress, e-commerce, and IT consulting.
Futureys' policy: all project payments are strictly non-refundable. Issues are resolved through delivery fixes, not financial refunds.
General Refund Principles
- Refunds are assessed case by case based on work completed and circumstances.
- All sales are final once project payments are committed.
- No refund is issued for work completed, approved, or deployed.
- Third-party costs such as domains, hosting, API subscriptions, and plugins are non-refundable once purchased.
- In exceptional circumstances approved by the Director, service credit may be offered instead of cash refund.
Cancellation Policy
| Situation | Refund Position |
|---|---|
| Before kickoff | No refund. All deposits are strictly non-refundable. |
| After work has commenced | No refund. All payments made are non-refundable. |
All project payments, including deposits, are committed to the project once paid. Clients should carefully review and agree to project scope before making payment.
Mid-Project Cancellation
Refund calculation, where applicable: Total Paid minus Hours Worked x Agreed Hourly Rate minus Third-Party Costs.
- Completed milestone payments are non-refundable.
- Partially completed milestones are assessed by the Technical Lead based on percentage of work done.
- A detailed work log is provided with any refund calculation.
- Completed work and assets are handed over upon final settlement.
- Cancellation must be received in writing; verbal cancellations are not processed.
Failure to Deliver and Warranty
| Issue | Resolution |
|---|---|
| Delay over 30% of agreed timeline | Client may request a 10% discount on the next milestone. |
| Milestone abandoned due to Futureys' fault | Full refund of that milestone payment. |
| Critical bug during warranty | Fixed at no charge within the warranty period. |
| Critical bug after warranty | Fixed at a discounted support rate; partial refund only at discretion. |
- Futureys prioritizes resolving bugs during the warranty period before considering a refund.
- Warranty period is stated in the project agreement, with a minimum of 30 days after go-live.
- Bugs caused by client modifications, third-party API changes, or server issues outside Futureys' control are excluded.
Strictly Non-Refundable Items
- Completed and client-approved deliverables.
- Domain registration, SSL certificates, and web hosting fees.
- Third-party software licenses, plugin purchases, or API subscription costs.
- Training and workshop fees once the session has started.
- Consultation and project scoping fees.
- Rush or priority delivery surcharges.
- Work completed during a project cancelled due to client non-payment.
Request Process and Payment Methods
- Email info@futureys.com with subject: Refund Request - [Project Name].
- Include invoice number, reason for refund, and supporting evidence.
- Futureys acknowledges receipt within 2 business days.
- Finance and Technical Lead review is completed within 7 business days.
- Decision is communicated in writing with calculation breakdown.
- Refunds, where approved, are issued via bank transfer to the original payment account only.
No cash refunds are issued for amounts exceeding LKR 25,000. International refunds are processed via SWIFT with applicable transfer fees deducted. Service credit may be offered as an alternative where agreed.
Dispute Escalation and Contact
- Level 1
- Raise with the assigned Project Manager within 7 days of issue.
- Level 2
- Escalate to Head of Engineering if unresolved within 5 business days.
- Level 3
- Final escalation to Director/CEO; decision is binding.
- Legal
- Formal disputes are governed by the laws of Sri Lanka.
- Refund Queries
- info@futureys.com - Subject: Refund Request - [Project Name]
- Phone
- +94 76 096 6010
- Policy Owner
- Finance & Project Management - FUTUREYS (PVT) LTD