Refund & Cancellation Policy

Deposits

Most projects — including Custom Websites, AI Systems, and Automation builds — require an upfront deposit before work begins. This secures your place in our project queue and covers the initial discovery, planning, and architecture phase.

• Standard deposit: typically 30–50% of the total project value, agreed in writing before kickoff.
• What it covers: time already committed to discovery calls, requirement mapping, and technical planning — work that begins immediately once you confirm.
• Trading Products & Custom Indicators: deposits for bespoke indicator development follow the same terms as automation projects, since strategy design and backtesting begin right away.

Once a deposit is paid and work has visibly started (a project brief, wireframe, workflow map, or repository has been created), the deposit itself becomes non-refundable — even if the project is later cancelled. This reflects the time already invested on our side.

Project Cancellations

We understand that plans change. If you need to cancel a project, here's how it's handled depending on timing:

• Before work begins: a full refund of your deposit, minus any payment-processor fees already incurred.
• After work begins: you'll be invoiced (or the deposit retained) for the proportion of work completed against agreed milestones. Any remaining balance beyond what's been delivered is refunded.
• Mid-project cancellation: for larger builds, cancellation is settled against the most recently completed milestone, with work in progress on the current milestone billed at a fair, prorated rate.
• How to cancel: send written notice (email or WhatsApp is fine). We'll confirm receipt and provide a clear breakdown of work completed vs. refundable amount within 3 business days.

Refund Eligibility

You may be eligible for a full or partial refund in the following situations:

• We fail to deliver the agreed scope within a reasonable extension of the timeline, and the delay isn't caused by the client or force majeure.
• The delivered work materially fails to meet the written project specification, and we're unable to resolve this through revisions within a reasonable number of attempts.
• A service was mistakenly purchased or duplicated — for example, an accidental double payment.
• A consultation session is cancelled by us and can't be rescheduled within a reasonable window.

Refunds are not available simply because a client changes their mind about a strategy, design direction, or business decision after work has been delivered as specified — that's treated as a revision request rather than a refund case.

Non-Refundable Digital Products

Certain products are delivered instantly and can't be "returned," which makes traditional refunds impractical. These include:

• Pine Script indicators (AlphaPrime, AlphaElite, AlphaFib, AlphaFlow, AlphaLegacy, AlphaCore) and other proprietary trading tools, once the script or access has been delivered.
• Digital downloads such as templates, source code bundles, configuration files, or workflow exports, once the download link has been accessed or the file transferred.
• License keys or activation codes for any AlphaVerse software product, once issued.

These items are non-refundable once delivered, except where the product is demonstrably defective, doesn't function as described, or was never successfully delivered due to a technical error on our end — in which case a replacement or refund will be provided. Trading indicators and strategies are analytical tools, not guarantees of profit; refunds aren't issued based on trading performance or results.

Completed Work

Once a project — or an agreed milestone within a project — has been delivered, formally reviewed, and approved by the client, or has gone live, it's considered complete and isn't eligible for a refund.

• "Approval" includes explicit written sign-off, or continued use of the deliverable without objection for more than 7 days after delivery.
• Ongoing services such as automation maintenance, hosting, or monthly retainers are billed and refunded on a period basis — no refunds for periods already rendered.
• If a client is unhappy with completed work that matches the agreed specification, we prioritize resolving this through revisions or added support rather than a refund.

Revisions

Revisions are the primary way we resolve concerns about delivered work, and are included as part of every project agreement:

• Included revisions: each project includes a set number of revision rounds, specified in your proposal or contract, to refine design, functionality, or content within the original scope.
• Scope changes: requests that go beyond the original agreed scope — new features, additional pages, new automation flows — are treated as change requests and quoted separately.
• Reasonable effort standard: we commit to using included revisions in good faith to align the deliverable with the agreed specification before any refund conversation is considered.

Client Delays

Timelines depend on both sides. If a project is delayed because of the client — for example, late feedback, missing content or credentials, delayed approvals, or unresponsiveness for more than 14 days — the following applies:

• The original delivery timeline is extended accordingly, and we're not liable for delays caused by client-side responsiveness.
• The deposit and any payments for work already completed remain non-refundable.
• Projects paused by the client for more than 30 days may be archived; resuming work after this point may require a re-engagement fee to cover re-onboarding and environment setup.

Force Majeure

Neither party is responsible for delays or failure to perform obligations due to circumstances beyond reasonable control — natural disasters, internet or power outages, government restrictions, war, civil unrest, third-party platform or API outages (e.g. WhatsApp, Meta, hosting providers), or other unforeseeable events.

• Affected timelines are extended for a period reasonably equivalent to the disruption.
• Deposits and payments for work already completed are not refunded due to force majeure events.
• If a force majeure event prevents delivery for an extended period (60+ days) and both parties can no longer reasonably proceed, a good-faith settlement will be discussed based on work completed to date.

Payment Disputes

We ask clients to contact us directly before filing a chargeback or payment dispute with their bank, PayPal, or platform (Khamsat, Mostaql, Contra, etc.) — most concerns get resolved faster this way, and it keeps the process fair for both sides.

• Direct resolution first: reach out with details of your concern; we aim to respond within 2 business days and propose a resolution within 5 business days.
• Unresolved disputes: if a resolution can't be reached directly, disputes may be escalated through the relevant freelance platform's resolution center or standard payment provider channels.
• Unauthorized chargebacks: filing a chargeback for delivered and approved work, without first attempting direct resolution, may result in suspension of ongoing services or support until the matter is resolved.

Contact

If you have questions about this policy, want clarification before starting a project, or need to request a cancellation or refund, reach out to us at alphaverse.io@gmail.com. We're glad to walk you through it.