Refund Policy
This Refund Policy explains how Northbridge IT handles refund requests for services, subscriptions and managed hosting plans. We provide professional web development, e-commerce integration and ongoing technical support tailored to Manchester-based SMEs, startups and service providers. Our priority is to deliver agreed services transparently and to resolve any issues promptly. Refunds are considered in line with contractual terms set out in proposals or statements of work, and this policy describes typical eligibility, timelines and the steps to request a refund or service credit. Where services are delivered in stages, milestone acceptance and documented delivery evidence are used to determine fee entitlement. For subscription and hosting plans there are specific cancellation and proration rules described below. If you are unsure about your eligibility, contact us at [email protected] or call +44 161 555 0123 for guidance and a clear next step.
Eligibility and general principles
Refunds apply only where a service has not been delivered as agreed or where demonstrable material failure has occurred and the client has given Northbridge IT a reasonable opportunity to remedy the issue. For bespoke development projects, eligibility typically requires: a clear statement of the unmet specification or acceptance criteria, reproducible evidence of the defect or omission, and documented attempts to resolve the issue through our change control and support channels. For managed hosting or subscription services, refunds or credits are assessed against the Service Level Agreement (SLA) uptime and incident response commitments. If we fail to meet an SLA threshold and have not remedied the issue within agreed remediation windows, we will calculate a service credit proportionate to the downtime in line with the SLA schedule. Refunds for terminated projects may be reduced to account for completed work, non-recoverable third-party costs and reasonable wind-down charges. We do not provide refunds for aesthetic preferences after sign-off, nor for delays caused by client-supplied content or approvals. All refund decisions are made in good faith and in accordance with the written contract between the parties.
Refund process and timelines
To request a refund, please contact your project manager or email [email protected] with your project reference, a concise description of the reason for the request and any supporting evidence (screenshots, logs, acceptance criteria). We aim to acknowledge all refund requests within two business days. An initial assessment will be carried out and, if required, a technical review will be scheduled. For simple operational queries we will respond with corrective actions within five business days. For formal refund assessments involving development defects or SLA breaches, we will provide a written outcome within 20 business days of receiving the full request and supporting materials. If a refund or partial refund is approved, refunds will be processed using the original payment method where possible. Processing times for the refund to appear in your account depend on payment providers and typically range from 3 to 14 business days. Service credits are applied on the next billing cycle unless otherwise agreed. If you disagree with an outcome, please raise the matter with our commercial director via [email protected] to request escalation and mediation.
Specific cases: cancellations, subscriptions and third-party costs
Cancellations: If a client cancels a fixed-price project prior to completion, Northbridge IT will invoice for work completed to date plus reasonable winding-down costs and any non-recoverable third-party fees. Pre-paid deposits may be retained to cover initial work and costs unless otherwise agreed. Subscriptions and managed hosting: Recurring plans are cancellable in accordance with the service agreement. Where a client cancels mid-period, unused time may be refunded pro rata at our discretion, adjusted for any minimum term or pre-paid commitment. Third-party costs: Some elements of a project (domain registration, premium plugins, paid integrations) may incur third-party fees that are non-refundable by Northbridge IT; refunds for such fees depend on the third-party provider’s policies. We will always aim to disclose third-party fees in proposals and obtain pre-approval for non-routine purchases. For card payments and processor fees incurred by Northbridge IT, these may not be refundable if charged by the processor. We will provide transparent calculations for any approved refund and document deductions clearly.