Refund Policy
Last updated: January 29, 2026
Overview
At 9bitx LLC, we strive for complete client satisfaction. We understand that circumstances may change, and we aim to handle refund requests fairly while protecting both our clients and our business. This policy outlines the conditions under which refunds may be issued for our software development services.
Deposit Refunds
Before Work Begins: If you cancel your project before any work has commenced, your deposit will be refunded in full, minus a 5% administrative fee.
After Work Begins: Once work has started on your project, the deposit is non-refundable as it covers initial planning, design, and development work. However, you may be entitled to a partial refund based on the milestone structure outlined below.
Milestone-Based Refunds
Our projects are structured around milestones. Refund eligibility depends on the project stage:
| Project Phase | Refund Eligibility |
|---|---|
| Planning & Discovery | No refund (deposit covers this phase) |
| Design Phase | 50% of design phase payment refundable if cancelled before approval |
| Development Phase | Refund based on work not yet completed |
| Testing & QA | No refund for completed testing |
| Deployment & Launch | No refund after deployment |
Non-Refundable Items
The following are not eligible for refunds:
- Completed Work: Any work that has been delivered and approved
- Third-Party Costs: Domain registrations, hosting fees, software licenses, API subscriptions, or other third-party services purchased on your behalf
- Rush Fees: Expedited delivery charges are non-refundable
- Consultation Fees: Paid consulting hours that have been utilized
- Custom Graphics: Custom design assets created specifically for your project
- Content Creation: Written content, copywriting, or documentation produced
Requesting a Refund
To request a refund, please follow these steps:
- Submit a Written Request: Email us at [email protected] with "Refund Request" in the subject line
- Include Project Details: Your project name, agreement date, and reason for the refund request
- Review Process: We will review your request and respond within 5 business days
- Resolution: If approved, refunds are processed within 10-14 business days to your original payment method
Refund Timeline
Once a refund is approved, processing times depend on your payment method:
- Credit Card: 5-10 business days
- Bank Transfer: 10-14 business days
- PayPal/Digital Wallets: 3-5 business days
Project Cancellation
Client-Initiated Cancellation: You may cancel your project at any time by providing written notice. Upon cancellation:
- All completed work up to the cancellation date will be delivered
- Payment is due for all work completed
- Any unused portion of prepaid milestones may be refundable
Our Cancellation: In rare cases, we may need to cancel a project. If we initiate cancellation (except for non-payment or breach of terms), you will receive a full refund of any payments for undelivered work.
Satisfaction Guarantee
We are committed to your satisfaction. If you're unhappy with any aspect of our work, please let us know immediately. We offer:
- Revision Rounds: Each project includes revision rounds to ensure the work meets your expectations
- 30-Day Bug Fixes: We provide complimentary bug fixes for 30 days after project completion
- Open Communication: We encourage feedback throughout the project to address concerns early
Disputes
If you disagree with a refund decision, please contact us to discuss your concerns. We are committed to finding fair resolutions. For unresolved disputes, please refer to the dispute resolution process in our Terms of Service.
Monthly/Retainer Services
For ongoing monthly retainer or maintenance agreements:
- Monthly payments are non-refundable once the service period begins
- Cancellation requires 30 days written notice
- Unused hours do not roll over unless specified in your agreement
- Annual prepayments may be partially refundable for unused months (less a 10% early termination fee)
Exceptions
We reserve the right to make exceptions to this policy on a case-by-case basis. Factors we may consider include the nature of the issue, project circumstances, and our ongoing relationship with you. All exception requests are handled at our discretion.
Contact Us
For refund requests or questions about this policy, please contact us:
Email: [email protected]
Address:
9bitx LLC
1001 S Main St. Ste 500
Kalispell, MT 59901
USA