Refund Policy
Our Commitment
We want every Winter Tech AI client to be happy with the work we deliver. This policy is designed to be fair, transparent and simple. We will always try to put something right before it becomes a refund conversation — if the work is not what you expected, tell us and we will fix it.
This policy sits alongside our Terms of Service, which set out how projects are scoped, revised and delivered.
To raise a refund request, email support@wintertechai.com with the subject "Refund Request" and we will respond within 2 business days.
Before Work Begins
Quotes are free and carry no obligation. Requesting one, discussing your project, or receiving a proposal costs you nothing, and no payment is taken at that stage.
You are only charged once you accept a quote in writing and pay a deposit. If you accept a quote and change your mind before we have started work, tell us and your deposit is refunded in full.
Deposits
Projects normally begin with a deposit of 50% of the agreed fee. The deposit reserves your slot in our schedule and covers the initial phase of work — discovery, planning and the first build stage.
Once work has begun the deposit is not refundable, because that time has been spent and the slot has been held for you. This does not mean you pay for work not done: if you cancel partway through, we account for what has actually been completed, as set out below.
Cancelling a Project
Before work starts
Full refund of anything paid. No questions asked.
Partway through
You may cancel at any time in writing. We calculate the work completed to that point and settle the difference in whichever direction it falls — if completed work is worth less than the deposit, we refund the balance; if it is worth more, we invoice the difference pro-rata. We will show you the breakdown.
After delivery
Once work has been delivered and accepted, the fee is not refundable — the deliverable is yours to keep. If something is defective or does not match the agreed scope, that is a revision matter rather than a refund one, and we will correct it at no charge under the revision terms in our Terms of Service.
If we cannot deliver
If we are unable to complete a project we have accepted, we will refund everything you have paid for work not delivered, in full, without you having to ask.
Ongoing Services
Hosting, maintenance, monitoring and managed services are billed monthly in advance.
Cancellation
Either party may end an ongoing service with 30 days written notice. The service runs to the end of the period you have already paid for; we do not pro-rate refunds for unused days within a paid month.
First month
If you take an ongoing service and it has not been meaningfully used within 7 days of the first charge, contact us — we will consider a refund on a case-by-case basis.
Service failures
If a service we host is unavailable for a sustained period through our fault, we will credit or refund proportionally to the disruption. Contact us and we will work it out with you.
Summary Table
| Situation | Refund Available | Amount | Deadline |
|---|---|---|---|
| Quote requested, not accepted | N/A | Never charged | — |
| Cancel before work starts | ✓ Yes | Full deposit | Any time before start |
| Cancel partway through | ◙ Partial | Balance after work completed | Any time |
| After delivery and acceptance | ✗ No | Revisions apply instead | — |
| We cannot deliver | ✓ Yes | Full, for work not delivered | Automatic |
| Ongoing service — cancel mid-month | ✗ No | Runs to end of paid period | 30 days notice |
| Ongoing service — unused first charge | ◙ Case by case | Full if approved | 7 days of first charge |
| Fraudulent charge | ✓ Yes | Full | Contact us immediately |
| Sustained outage on our side | ✓ Yes | Proportional to disruption | Contact us |
Non-Refundable Situations
Refunds are not available in the following circumstances:
- Work that has been delivered and accepted, where the objection is a change of mind rather than a defect
- Engagements ended for violation of our Terms of Service
- Requests made outside the applicable window
- Delays or additional cost caused by materials, access or approvals not supplied by you
- Third-party costs already committed on your behalf — domains, hosting, paid plugins, stock assets, API usage
- Dissatisfaction caused by third-party platform issues outside our control (for example WhatsApp Business API policy changes)
- Commercial results — we do not guarantee leads, sales, traffic or rankings, so outcomes are not grounds for a refund
- Situations where we have already issued a previous goodwill refund for the same client
How to Request a Refund
To request a refund, follow these steps:
- Email us at support@wintertechai.com
- Use the subject line: "Refund Request — [Your Business Name]"
- Include: your business name, the project or service concerned, the invoice or charge date, and the reason for your request
- We will respond within 2 business days with a decision
We will always acknowledge your request and explain our decision clearly. Where a request is approved, refunds are issued to the original payment method.
Processing Time
- Refund decision: within 2 business days of your request
- Card refunds via Paddle: 5–10 business days to appear on your statement
- Bank transfer refunds: up to 10 business days after approval
Refunds are always issued to the original payment method used. We cannot issue refunds to a different card or account.
Contact
For any questions about this Refund Policy or to submit a refund request:
- Email: support@wintertechai.com
- Subject: Refund Request
- Response time: within 2 business days
We aim to resolve every request fairly and quickly. We would rather keep you as a happy client than win an argument over an invoice.