Cancellation & Refund Policy

Last updated: 29 May 2026

This Cancellation and Refund Policy (“Policy”) explains the terms that apply when a client cancels a project or engagement with Stagebit, and the circumstances under which refunds may be issued.

Stagebit operates as a B2B (business-to-business) service provider. This Policy applies to business clients only and governs engagements for development, migration, maintenance, performance optimisation and related technical services.

This Policy should be read together with our Terms of Service and the applicable Project Agreement or Statement of Work. Where a Project Agreement contains specific cancellation or payment terms, those terms take precedence over this Policy.

If you have questions about this Policy before engaging our services, please contact us at [email protected] before signing a Project Agreement.

1. Overview of Our Approach

We understand that project circumstances change. Our approach to cancellations and refunds is built around one principle: you should pay for work that has been completed and delivered; you should not pay for work that has not been done.

Because different engagement types involve different cost structures and risk profiles, this Policy sets out specific terms for each service category. If you are unsure which category applies to your engagement, contact us and we will clarify before work begins.

2. Service Categories

This Policy distinguishes between the following engagement types:

1. Fixed-price project work — A defined scope of work delivered for an agreed total fee (e.g. custom Magento 2 build, Hyvä theme development, platform migration, module development).
2. Time and materials (T&M) work — Work billed at an hourly or daily rate based on actual time spent, without a fixed project fee.
3. Monthly retainer and maintenance plans — Ongoing monthly engagements covering maintenance, support, security patching, performance monitoring or similar recurring services.
4. Discovery sessions and technical audits — Fixed-fee consultancy, architecture reviews, Magento performance audits or scoping sessions.

3. Deposits

3.1 Deposit requirement

Stagebit requires a deposit before commencing work on fixed-price projects. The deposit amount is specified in the Project Agreement and typically represents a percentage of the total project fee. The deposit covers initial project planning, team allocation, environment setup and early development work.

3.2 Deposit refund — before work commences

If a client cancels a signed Project Agreement before any work has commenced, the deposit will be refunded in full, less a reasonable administrative fee to cover processing costs. “Before work has commenced” means before any development, design, discovery or project management work has been performed by Stagebit in connection with that project.

3.3 Deposit refund — after work has commenced

Once work has commenced, the deposit becomes non-refundable. The deposit compensates Stagebit for the resources committed and the opportunity cost of declining other work to accommodate the project schedule. This applies regardless of the reason for cancellation, except as provided in Section 7 (Refunds Where Stagebit Is at Fault).

3.4 What constitutes commencement of work

Work is deemed to have commenced when any of the following has occurred:

• A project kickoff call has been held.
• Discovery, planning or requirements documentation has been begun or delivered.
• Development or design work has been started in any environment.
• Access has been set up to client systems.
• Any time has been logged by Stagebit against the project.

4. Fixed-Price Project Cancellations

4.1 Cancellation by the client

If the client cancels a fixed-price project after work has commenced, the following applies:

Note: Percentage completion is assessed by Stagebit based on documented progress against the project plan at the time of cancellation. Stagebit will provide the client with a written completion assessment within five (5) business days of receiving a cancellation notice.

4.2 Delivery of work in progress

Upon cancellation and settlement of all amounts due, Stagebit will deliver to the client all completed work products and custom deliverables in a state suitable for handover. Partially completed modules or incomplete work will be delivered in their current state without warranty. Stagebit will provide reasonable handover documentation to facilitate continuity with another provider.

4.3 Third-party costs already incurred

Any third-party costs already incurred by Stagebit on the client’s behalf at the time of cancellation (such as purchased licences, extensions, stock assets or cloud service costs) are payable in full by the client and are not refundable by Stagebit.

5. Time and Materials Cancellations

For time and materials engagements, the client is invoiced for actual time spent and costs incurred up to the date of cancellation. No cancellation fee applies to T&M work beyond the fees already earned. Prepaid retainer hours that have not yet been used at the time of cancellation are refunded on a pro-rata basis, subject to a minimum notice period as specified in the applicable Project Agreement.

6. Monthly Retainer and Maintenance Plan Cancellations

6.1 Notice period

Unless otherwise specified in the applicable Project Agreement, either party may cancel a monthly retainer or maintenance plan by providing thirty (30) calendar days’ written notice. Notice must be provided in writing by email to [email protected].

6.2 Fees during notice period

Monthly fees continue to be payable during the notice period. Stagebit will continue to provide the agreed services during the notice period.

6.3 Refund of unused prepaid retainer fees

Where a client has prepaid for a month that has not yet commenced at the time of cancellation (i.e. the cancellation is effective before the start of a prepaid billing period), the prepaid amount for that future period will be refunded within thirty (30) days.

Where a monthly retainer or maintenance fee has been charged for a period in which services were partially delivered (e.g. mid-month cancellation), Stagebit will assess whether a partial refund is appropriate based on the proportion of the month’s services delivered. No refund will be issued for any month in which services were actively delivered and available for use.

6.4 Minimum term

Where a minimum contract term applies (as specified in the Project Agreement), cancellation before the end of the minimum term may result in a break fee equivalent to the remaining months’ fees. This will be clearly stated in the Project Agreement before signing.

7. Refunds Where Stagebit Is at Fault

Stagebit’s approach to refunds is not one-sided. Where a refund is warranted because of Stagebit’s failure, we will act fairly and promptly.

7.1 Material failure to deliver

If Stagebit materially fails to deliver agreed services within the timelines and to the standard specified in the Project Agreement, and the failure is not remedied within a reasonable period following written notice from the client, the client may be entitled to:

• a refund of fees paid for work not delivered; and/or
• a price reduction proportionate to the shortfall in delivery.

7.2 Defective deliverables

Where a deliverable is found to contain material defects traceable to Stagebit’s workmanship (and not to third-party software, client-provided content, or post-delivery modifications), Stagebit’s first obligation is to remedy the defect at no additional cost within the warranty period described in the Terms of Service.

If Stagebit is unable to remedy a material defect within a reasonable timeframe after written notice, the client may request a partial refund proportionate to the impact of the defect. The amount of any refund will be assessed in good faith based on the nature and impact of the defect.

7.3 Overpayment

Any payment made by the client that exceeds the fees due under the Project Agreement will be refunded promptly upon identification, without requiring a formal request.

8. Discovery Sessions and Technical Audits

Fixed-fee discovery sessions, technical audits, performance audits, architecture reviews and strategy consultations are non-refundable once the session has been delivered or any preparatory work has been completed by Stagebit.

If a discovery session or audit is cancelled by the client more than five (5) business days before the scheduled date, a full refund will be issued. Cancellations within five (5) business days of the scheduled date are not eligible for a refund, as Stagebit will have committed significant preparation time. Rescheduling within that window is available at Stagebit’s discretion.

9. How to Request a Cancellation or Refund

9.1 Cancellation requests

To cancel a project or engagement, please submit your cancellation request in writing to: [email protected]

Please include:

• Your full name and company name.
• The project or engagement name and reference number (if applicable).
• The date from which you wish to cancel.
• The reason for cancellation (this helps us improve our services and may be relevant to assessing your entitlements).

9.2 Refund requests

To request a refund, please email [email protected] with:

• Your full name and company name.
• The invoice number(s) to which the refund request relates.
• The specific reason for the refund request, including what was not delivered or what went wrong.
• Any supporting documentation (e.g. correspondence, screenshots of defects).

9.3 Our response timeframe

We will acknowledge your request within two (2) business days of receipt and provide a substantive response within ten (10) business days. Where additional investigation is required (e.g. to assess project completion percentage or evaluate a defect), we will notify you of the extended timeline.

9.4 Refund processing

Approved refunds will be processed to the original payment method within fifteen (15) business days of approval. Where the original payment method is no longer available, we will agree an alternative with you.

10. Dispute Resolution

We aim to resolve all cancellation and refund matters fairly and without dispute. If you are not satisfied with our response to a refund request:

1. Escalate internally: Request that the matter be reviewed by a senior member of the Stagebit team. Email [email protected] with the subject line “Refund Escalation” and we will arrange a review within five (5) business days.
2. Mediation: If internal escalation does not resolve the matter, either party may propose mediation by a mutually agreed independent mediator. The cost of mediation will be shared equally unless otherwise agreed.
3. Legal remedies: If mediation is unsuccessful or declined, either party may pursue their legal remedies in accordance with the governing law specified in the applicable Project Agreement.

Nothing in this section affects any statutory rights you may have under applicable law.

11. Chargebacks

We ask that clients contact us directly before initiating a chargeback with their bank or card issuer. Most billing disputes can be resolved quickly through direct communication. Initiating a chargeback without first attempting to resolve the matter with us may:

• delay resolution, as chargeback processes typically take 30–90 days;
• result in suspension of work on active projects pending resolution; and
• be treated as a breach of the applicable Project Agreement where the chargeback is found to be unwarranted.

If a chargeback is found in Stagebit’s favour, any associated bank fees or processing costs may be passed to the client.

12. Consumer Statutory Rights

Stagebit provides services exclusively to businesses. However, if in any jurisdiction you are treated as a consumer under applicable law, nothing in this Policy limits or excludes any statutory rights you may have under that law. Statutory rights apply regardless of what this Policy states.

UK clients: Services are subject to the Consumer Rights Act 2015 (if you are a consumer) or the Supply of Goods and Services Act 1982 (for business clients). Where services are not performed with reasonable care and skill, you may be entitled to a repeat performance or a price reduction, regardless of this Policy.

EU clients: Where EU consumer protection law applies, you may have additional rights under applicable national legislation implementing EU directives.

Australian clients: Services are subject to the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010). Consumer guarantees apply to services supplied to consumers regardless of this Policy.

13. Changes to This Policy

Stagebit reserves the right to update this Policy at any time. Changes will be reflected by updating the “Last updated” date at the top of this page.

Changes to this Policy do not affect engagements already in progress under a signed Project Agreement. The version of this Policy in effect at the time a Project Agreement is signed applies to that engagement, unless both parties agree otherwise in writing.

We encourage clients to review this Policy before entering into any new engagement with us.

14. Contact Us

For any questions about this Policy, or to submit a cancellation or refund request:

Email:[email protected]
Website:stagebit.com/contact-us

We aim to respond to all enquiries within two (2) business days.