Our Approach to Refunds
Custom mobile development isn't like buying something off the shelf. We invest
significant time understanding your needs, designing solutions, and writing code
specifically for your business. That said, we believe in standing behind our work.
If we've fundamentally missed the mark or you're genuinely unhappy with what we've
built, let's talk. Most issues can be resolved through adjustments, but we recognize that
sometimes a project just doesn't work out.
Important: Refund requests must be submitted within 30 days of
project milestone completion or final delivery. After this window, we consider the work
accepted and move into standard support and maintenance terms.
When Refunds Apply
We'll consider refund requests in these situations:
- We've delivered something that doesn't match the agreed scope and documented
requirements
- Critical functionality outlined in your project brief isn't working despite multiple
revision attempts
- We've failed to deliver milestones within reasonable timeframes without proper
communication
- Technical implementation falls short of industry standards we've committed to
- You've raised concerns early and we haven't made reasonable efforts to address
them
When Refunds Don't Apply
Some situations fall outside refund eligibility. It's not that we don't care, but these
scenarios involve work we've completed in good faith:
- Change of business direction or strategy after development has begun
- Feedback provided after we've completed work according to approved
specifications
- Third-party service issues beyond our control (API changes, platform updates,
external integrations)
- Your team's availability delays that extend timelines significantly
- Requests for features or changes outside the original project scope
- Work completed more than 30 days prior to refund request
We track all project communications, approvals, and milestone sign-offs. This
documentation protects both of us and helps resolve any disagreements about what was
agreed versus what was delivered.
How the Refund Process Works
If you believe you're eligible for a refund, here's what happens next.
Step 1: Contact Us
Send a detailed email to support@gleamsys.com explaining your concerns. Be specific
about what's not working or what's missing.
Step 2: Review
We'll review your project file, communication history, and deliverables. This
usually takes 3-5 business days.
Step 3: Discussion
We'll schedule a call to discuss options. Often, we can resolve issues through
revisions rather than refunds.
Step 4: Decision
If a refund is warranted, we'll provide a written decision with refund details
within 7 business days.
Partial Refunds
Mobile development projects happen in phases. If issues arise midway through, we
calculate refunds based on completed work:
Discovery and Planning Phase
If we part ways after requirements gathering but before development starts, you'll
receive a refund minus our discovery fee (typically 15-20% of project total).
Active Development Phase
Refunds during development are calculated based on completed milestones. You keep
work completed to date, and we refund the remaining project balance.
Testing and Refinement Phase
If fundamental issues emerge during testing that we can't resolve, we'll refund the
portion tied to incomplete features while you retain working components.
All refund amounts are calculated before any third-party costs (App Store fees,
hosting setup, purchased licenses, or external services) are deducted. These costs aren't
refundable as they're paid to external providers.
Payment Processing Details
Approved refunds are processed back to your original payment method. Timing depends on
how you paid:
- Credit/Debit Card: 7-10 business days from approval. Your bank may
need additional processing time.
- Bank Transfer: 5-7 business days to hit your account once we
initiate the transfer.
- PayPal: Usually 3-5 business days, sometimes faster depending on
their processing.
We'll send confirmation when the refund is processed on our end, and you'll receive a
reference number for tracking.
Currency and Conversion
Refunds are issued in Australian dollars (AUD). If you paid in another currency, the
refund amount will be converted at current exchange rates. Small variations may occur due
to rate changes between payment and refund dates.
Transaction fees charged by payment processors aren't refundable. If you paid a 3%
processing fee on a $10,000 project, the refund would be $9,700 minus any completed work
charges.
Special Circumstances
Project Cancellations
If you need to cancel a project before completion, contact us immediately. The earlier
you let us know, the more options we have. Cancellations are subject to our standard refund
calculations based on work completed.
Force Majeure Events
Sometimes things happen beyond anyone's control. Natural disasters, significant illness,
or major business disruptions might impact project timelines. We'll work with you to find
fair solutions in these situations, which may include project pauses, timeline extensions,
or adjusted refund terms.
Disputed Work
If we disagree about whether work meets specifications, we'll first attempt to resolve
this through detailed review of project documentation. If needed, we can bring in a neutral
third-party developer for technical assessment (cost split between both parties).
This policy was last updated in January 2025. We may adjust terms occasionally as our
business evolves, but changes only apply to new projects started after the update
date.
