Refund & Cancellation Policy

1. Our Commitment

BuiltByBas (“we,” “us,” or “our”) is committed to delivering exceptional work and maintaining fair, transparent business practices. This Refund & Cancellation Policy outlines how we handle deposits, refunds, and cancellations for all project engagements.

We believe in earning your trust through quality work. Every project includes a comprehensive breakdown of deliverables, a documented state of the product at delivery, and a granular report reviewed and accepted before final payment. We stand behind our work.

2. Deposits

• A deposit (typically 50% of the total project fee) is required before work begins on any project
• The deposit secures your place in our project schedule and covers the initial discovery, planning, and design phases
• Deposits are non-refundable once work has commenced, as they compensate for time, resources, and opportunity cost committed to your project
• If you cancel before any work has begun (within 48 hours of deposit payment and before kickoff), a full refund of the deposit will be issued

3. Cancellation by Client

You may cancel a project at any time by providing written notice. The refund amount depends on the stage of the project:

Pro-rated refunds are calculated based on the percentage of the current milestone completed at the time of cancellation, as documented in project tracking.

4. Cancellation by BuiltByBas

We reserve the right to terminate a project under the following circumstances:

• Non-payment: outstanding invoices remain unpaid for more than thirty (30) days past due after written notice
• Non-responsiveness: the Client is unresponsive for more than thirty (30) consecutive days despite reasonable attempts to communicate
• Material breach: the Client materially breaches the project agreement or Terms of Service

If we terminate a project, the Client will receive all completed work product and a pro-rated refund of any prepaid fees for undelivered milestones.

5. Satisfaction Guarantee

We are committed to delivering work that meets the agreed-upon specifications:

• Every project includes a defined number of revision rounds (specified in the proposal/SOW)
• If a deliverable does not materially conform to the agreed specifications, we will correct it at no additional cost within the warranty period (30 days from final delivery)
• We provide a comprehensive, granular report of every deliverable for your review and acceptance before final payment is due
• Payment is not considered final until you have reviewed and accepted the deliverables as documented in the project completion report

6. Scope Changes

Changes to the project scope after work has begun are handled through our change order process:

1. You submit the change request in writing
2. We provide a written assessment of the impact on timeline, scope, and cost
3. You approve the change order before any additional work begins

Scope changes are not grounds for a refund of previously approved and completed work. Additional fees for approved change orders are subject to the same payment terms as the original agreement.

7. Refund Process

When a refund is applicable:

1. Submit a written cancellation/refund request to bas@builtbybas.com
2. We will acknowledge receipt within two (2) business days
3. We will provide a written breakdown of work completed, applicable refund amount, and deliverables to be transferred within five (5) business days
4. Approved refunds will be processed within ten (10) business days of final confirmation
5. Refunds are issued via the original payment method unless otherwise agreed

8. Hosting and Ongoing Services

For clients on hosting, maintenance, or retainer agreements:

• Monthly services may be cancelled with thirty (30) days written notice
• Prepaid periods are non-refundable but will be honored through the end of the paid period
• Upon cancellation of hosting, we will assist with migration of your site/application to your chosen provider at no additional cost (up to two hours of migration support)

9. Disputes

If you believe a refund determination is unfair, we encourage you to reach out to us directly so we can resolve the matter. We are committed to fair outcomes and will work with you in good faith. If we cannot reach an agreement, disputes are subject to the resolution procedures outlined in our Terms of Service.

10. Contact

For refund requests, cancellations, or questions about this policy: