Overview
DIGIT provides custom software development and IT consulting services — not physical products. Because each engagement is scoped and priced individually, refund and cancellation terms are tied to project milestones rather than a fixed-window "return" as with retail goods. This policy explains how cancellations, refunds, and disputes are handled.
1. Deposits and Advance Payments
Most engagements require an upfront deposit before work begins (commonly 30–50% of the project value, as stated in your proposal or SOW). Deposits secure your place in our delivery schedule and cover initial planning, architecture, and setup work.
- Before work begins: if you cancel before any work has started, the deposit is refundable minus a nonrefundable administrative fee where applicable, as stated in your SOW.
- After work begins: deposits become nonrefundable once work has started, since they cover time and resources already committed to your project.
2. Milestone-Based Refunds
For projects billed in milestones:
- Payments for milestones that have been delivered and accepted are final and nonrefundable.
- If a project is cancelled mid-milestone, you are billed for work completed on a pro-rata basis up to the cancellation date; any excess advance payment beyond that is refunded.
3. Fixed-Price Projects
For fixed-price projects, cancellation after work has started entitles DIGIT to retain payment proportional to the percentage of work completed, as reasonably assessed from project records (time logs, delivered artifacts, sprint reports).
4. Retainer / Ongoing Support Agreements
Monthly retainer or support agreements can be cancelled with the notice period specified in your contract (typically 30 days). Fees already paid for the current billing period are not refunded, but no further charges apply after the agreement ends.
5. Quality Disputes
If you believe delivered work does not meet the agreed specification:
- Notify us in writing within 14 days of delivery, describing the specific issue.
- We will review the claim against the original scope/SOW and provide a remediation plan (fix, rework, or partial credit) at no additional cost where the issue is a genuine deviation from agreed scope.
- Refunds are considered only where DIGIT is unable to remediate a confirmed scope deviation after a reasonable opportunity to do so.
Refunds are not provided for:
- Delays or change requests caused by the client (late feedback, scope changes, unavailability of client-side resources).
- Dissatisfaction with subjective design preferences that were approved at an earlier milestone.
- Third-party service outages or costs outside DIGIT's control (hosting, APIs, app store review times, etc.).
6. How to Request a Refund
Email info@digit.com.pk with your project name, invoice number, and reason for the request. We aim to respond within 3 business days and resolve most requests within 14 business days.
7. Payment Method
Approved refunds are issued to the original payment method where possible, or by bank transfer, within 14 business days of approval.
8. Changes to This Policy
We may update this Refund Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision.
9. Contact Us
DIGIT Gujranwala, Punjab, Pakistan Email: info@digit.com.pk WhatsApp: +92 332 3444800