Refund Policy

This Refund Policy applies to custom design, engineering, systems, deployment, consulting, automation, AI integration, retainers, and related professional services purchased from Pure Systems. A Project Agreement may contain more specific cancellation or refund terms; those terms control for that project.

Our services are customized and require advance planning, discovery, research, scheduling, and reservation of production capacity. Deposits, booking fees, discovery fees, and milestone payments are not general-purpose store credit and are non-refundable to the maximum extent permitted by applicable law once the relevant capacity or work has been committed.

If you cancel before substantive work begins, we will calculate any refund after deducting non-refundable reservation or discovery fees stated in the Project Agreement, work already performed, administrative and payment-processing costs, and non-cancellable third-party commitments.

If no cancellation amount is stated, the initial deposit may be retained as reasonable compensation for reserved capacity and pre-project work, subject to mandatory law.

Once discovery, planning, design, development, procurement, deployment, meetings, research, or other project work has begun, fees attributable to completed work, work in progress, committed production capacity, approved milestones, and third-party costs are non-refundable.

If prepaid amounts exceed all earned fees and applicable cancellation charges, we will refund the remaining balance after final reconciliation. We may condition delivery of work in progress on full payment of all outstanding amounts.

Payments for completed, approved, delivered, used, published, deployed, or deemed-accepted milestones are non-refundable. A change of preference, strategy, personnel, budget, business circumstances, or decision not to use a conforming deliverable does not create a right to a refund.

If a deliverable materially fails the expressly agreed specifications, you must notify us in writing within the review or warranty period and provide enough detail to reproduce the issue. Our first remedy is to correct the material nonconformity within a reasonable time.

A refund will be considered only if we cannot reasonably cure a verified material nonconformity after being given a fair opportunity to do so. Any refund is limited to fees paid for the specific affected deliverable, excluding usable work, accepted work, and third-party costs.

Retainer fees reserve ongoing availability and are non-refundable for the current billing period. Unless a Project Agreement states otherwise, cancellation affects future periods only and must be received before the next billing date. Unused hours or capacity do not roll over or convert to cash.

Domains, hosting, licenses, fonts, stock assets, cloud services, API credits, hardware, transaction fees, and other third-party purchases are non-refundable unless the third-party provider issues a refund to us. Any recovered amount may be returned after deducting related fees and costs.

No refund is due where work is delayed, suspended, or terminated because the client failed to provide materials, feedback, access, approvals, or payment; changed scope; abandoned the project; breached an agreement; or requested unlawful or unsafe work.

Approved refunds are normally returned to the original payment method within 30 days after written confirmation and final reconciliation. Bank charges, payment-processing fees, exchange-rate differences, taxes already remitted, and collection costs may be deducted where lawful.

Nothing in this Policy limits non-waivable rights under applicable consumer-protection law. Where a statutory cancellation or cooling-off right applies and cannot lawfully be excluded, we will honor it. Where you request that customized or digital services begin during such a period, charges may apply for services already supplied to the extent permitted by law.

Submit refund or cancellation requests to puresystems@proton.me with the project name, invoice number, reason, and relevant evidence. A request is not approved until we confirm approval in writing.