Custom work
Discovery, architecture, coding, QA, review, documentation, project management, and consultation are generally non-refundable once performed.
Refunds
Refund Policy
This policy explains when software service fees may be refundable, non-refundable, credited, or disputed. Signed project terms or mandatory consumer law override this policy where they apply.
01
General principle
Most NSS work is custom professional service work. Fees normally pay for time, expertise, planning, code, QA evidence, documentation, and delivery capacity rather than a returnable physical product.
Good-faith review
If a client believes a charge is incorrect or work materially failed to match agreed scope, NSS will review the matter in good faith against the written scope and evidence.
Mandatory rights
Nothing in this policy limits mandatory legal rights that cannot be waived, including consumer rights where a client qualifies as a consumer.
02
Deposits, retainers, and reservations
Deposits and retainers reserve delivery capacity, onboarding time, planning, and project availability.
Before work starts
If cancellation occurs before any work, onboarding, planning, or reserved delivery window has started, NSS may refund the unused portion after deducting committed costs and reserved-capacity loss.
After work starts
Once work, preparation, access setup, planning, analysis, or delivery has started, deposits and retainers are refundable only for clearly unused amounts not needed to cover completed work or committed capacity.
No-show or delayed input
If delivery is delayed because the client does not provide required input, access, or decisions, reserved capacity may still be billable.
03
Fixed-price and milestone projects
Fixed-price work is tied to agreed deliverables, assumptions, and acceptance criteria.
Accepted milestones
Fees for accepted milestones are non-refundable except for confirmed billing error or a written warranty remedy.
Rejected milestones
If a milestone is rejected with specific reasons tied to agreed scope, NSS may first correct the issue, provide a workaround, or agree a credit before any refund is considered.
Changed requirements
Refunds are not available because priorities changed, stakeholders changed their preference, funding changed, or new requirements emerged after work was completed.
04
Time-and-materials and QA work
Time-and-materials work, QA audits, code reviews, and test automation are billed for actual professional time and completed outputs.
Completed time
Completed time is non-refundable when it was reasonably spent on agreed work, even if the client later chooses not to use the output.
Unused prepaid hours
Unused prepaid hours may be credited or refunded if the agreement allows it and no minimum commitment, reserved capacity, or expiry period applies.
QA findings
QA, audit, and review fees are not dependent on finding a specific number of defects. The service is the professional assessment and evidence produced.
05
Subscriptions, support, and third-party costs
Support retainers, maintenance windows, monitoring, licenses, hosting, APIs, and third-party services have separate cost characteristics.
Support periods
Paid support or maintenance periods are generally non-refundable once the period has started, unless otherwise agreed.
Third-party charges
Cloud, hosting, SaaS, marketplace, payment processor, domain, API, and license fees are refundable only if the third-party provider refunds them.
Emergency work
Incident response, urgent debugging, recovery support, and production assistance are non-refundable once performed.
06
How to request a refund or credit
Requests must be sent to contact@nordbyte.software with enough detail to investigate the issue.
Required details
Include invoice number, project name, disputed amount, relevant deliverable, reason for the request, and any evidence showing a mismatch with agreed scope.
Review process
NSS will review written scope, time records, commits, tickets, acceptance notes, communication history, and relevant QA evidence.
Possible outcomes
Possible outcomes include correction, replacement work, credit, partial refund, payment plan, refusal with explanation, or escalation under the contract's dispute process.
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