Refund policy

Overview

Different things we do are refunded differently. Find the section that matches what you paid for.

Whatever the category, we would rather fix a problem than argue about a refund. If something we delivered is not right, tell us at Contact@Riff-Apps.com and we will look at it properly.

Development projects

Discovery sprints

Discovery is paid in advance. You may cancel before it starts for a full refund. Once it has started, the fee covers time already spent; if you cancel mid-sprint we refund the unstarted portion on a pro-rata basis and you keep everything produced up to that point.

Fixed-scope builds

Fixed-scope work is invoiced against milestones. Each milestone is payable when its deliverables meet the acceptance criteria in the statement of work.

• A deposit secures your place in our schedule. It is refundable up to 14 days before the agreed start date, and non-refundable after that, because we will have turned other work away.
• If you cancel mid-project, you pay for work completed and accepted, plus committed costs we cannot recover. Anything paid beyond that is refunded within 30 days.
• If a delivered milestone does not meet its acceptance criteria, we correct it at our cost. If we cannot, that milestone's fee is refunded.

Retainers

Retainers are billed monthly in advance and cancellable with 30 days' written notice. We do not refund part months, and unused hours do not roll over unless your agreement says they do.

If you are a consumer

Where you buy from us as a consumer rather than a business, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a distance contract within 14 days of entering it, without giving a reason.

If you ask us to start work during that period and then cancel, you pay a proportion of the price reflecting what has been delivered. Where a digital service is fully performed within the 14 days with your express agreement and acknowledgement that you lose the right to cancel, the right does not apply.

Your rights under the Consumer Rights Act 2015 — that services are performed with reasonable care and skill, and that digital content is of satisfactory quality, fit for purpose and as described — are not affected by anything in this policy.

Product subscriptions

Subscriptions to products we operate are covered by that product's own terms, which take precedence for those purchases. As a general position:

• Subscriptions renew automatically until cancelled. Cancel any time and you keep access to the end of the paid period.
• We do not refund part periods once a billing period has begun, unless the law requires it or the service failed materially.
• Where a free trial is offered, cancelling before it ends means you are not charged.
• If we withdraw a paid feature you are actively paying for, we will refund fairly for the remaining paid period.

What is not refundable

• Work completed and accepted in line with the agreed acceptance criteria.
• Third-party costs already incurred on your behalf — licences, app store fees, domains, cloud usage.
• Delay or cancellation caused by information, approvals or access we were waiting on from you.
• A change of mind about the commercial direction of a product that was built to specification.
• Dissatisfaction with output that meets the agreed specification, where no change request was raised.

How to request a refund

Email Contact@Riff-Apps.com with the invoice or order reference, what you paid for, and why you are requesting a refund.

We acknowledge within 2 working days and decide within 10 working days, asking for more detail if we need it. Approved refunds are paid to the original payment method within 14 days of the decision, and card refunds may take a few days longer to appear.

If you disagree with our decision

Ask for it to be reviewed and a different person will look at it. If we still cannot agree, we will attempt to resolve the matter in good faith and will consider mediation before either party starts proceedings.

Nothing here limits your statutory rights or your right to pursue a claim. This policy is governed by the law of England and Wales.