01What this covers
This policy applies to payments made to Masar Software Solutions for software development, marketing, and support services. It sits alongside our Terms & Conditions and the proposal you signed; where your signed proposal states different refund terms, that document wins.
02The short version
We charge for work, not for promises. You don't pay for work we haven't done — and we don't refund work we have already done and delivered.
03Deposits and advance payments
Projects start with an advance payment. It reserves your slot in our schedule and funds the discovery and design work at the start of a project — work we begin immediately.
The advance is refundable in full if you cancel within 7 days of paying and before we have started work. After work has started, it is applied against the work completed and any remainder is refunded.
04Cancelling a project in progress
You can cancel at any time with written notice. We stop work, invoice for everything completed and any third-party costs already committed, and refund the balance of what you've paid within the timeline below.
You receive the work produced up to that point once the final balance is settled.
05Completed and accepted milestones
Once a milestone has been delivered and accepted — or once 7 days have passed without written feedback — it counts as complete and is not refundable. Defects in delivered work are fixed under the warranty in our Terms & Conditions, not refunded.
06Monthly retainers — support and marketing
Retainers are billed monthly in advance and can be cancelled with 30 days' written notice. The current month is not refundable: you keep the service through the end of the period you paid for, and you are not billed again.
Unused hours in a retainer month do not carry over and are not refunded.
07Third-party costs
Money we pay out on your behalf is not refundable once spent. This includes advertising spend, domain names, SSL certificates, software licenses and subscriptions, app store fees, hosting charges, paid APIs, and stock media.
We pass these through at cost and show them separately on your invoice.
08When we refund in full
If we can't start a project we accepted, or we fail to deliver what we committed to and can't put it right within a reasonable period, you get a full refund of what you paid for the undelivered work. That one is on us.
09What we don't refund
- Work completed, delivered, and accepted
- A change of mind about a scope you approved, after that scope has been built
- Delays or failure caused by not receiving content, access, approvals, or payment from your side
- Outcomes we never guaranteed — marketing results, ranking positions, sales figures, or app store approval decisions
- Third-party costs already spent
10How to request a refund
Email info@masarsoftware.com from the address on file with your company name, invoice number, and the reason. We acknowledge every request within 2 business days.
We review and give you a written decision within 10 business days. Approved refunds are paid within 14 business days, to the original payment method and in the original currency. Bank transfer fees and currency movement are not ours to cover.
11If you disagree
Write back and we'll review the decision with someone who wasn't involved. If we still can't agree, our Terms & Conditions govern how the dispute is settled.
Please come to us before raising a chargeback with your bank — a chargeback filed while a project is running suspends all work on the account.
12Contact us
Refund questions: info@masarsoftware.com, or message us on WhatsApp.
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