Last reviewed
Summary of this policy
This is a short guide to the main points. The full policy below is the one that applies, and it forms part of our Terms and Conditions.
- Our work is made to order, so sales are final. A refund is the exception, and this page says when it applies.
- Before work starts: you get the whole payment back.
- Once work is under way: you pay for what has been done and get back the rest.
- If something is wrong: we fix it first, at no charge. A refund covers only what cannot be fixed.
- Not refundable: money spent on other companies’ products on your behalf, work you approved and later changed your mind about, and a monthly service that has already begun.
- How long it takes: we reply within 5 working days and pay approved refunds within 10 working days, by the way you paid.
- How to ask: email hello@sedonainfotech.com.
What this policy covers
This policy applies to everything you buy from Sedona Infotech ("we", "us", "our"), including design, development, search optimisation, marketing, care and hosting. Design and development are not goods in a box. What you pay for is time spent and work made, and once work exists it cannot be handed back. So the fair version of a refund policy is not "money back", it is "you pay for what was done, and no more than that".
Our Terms and Conditions say that all sales are final and no refund will be issued, except where this policy provides otherwise. These are the cases where it does.
Before work begins
If you accept a proposal and then change your mind before we have started work on it, we return everything you have paid, in full. Work has started once we confirm that in writing or share the first piece of work with you, whichever comes first.
Once work is under way
If a project is stopped partway, by you or by us, we work out what has been done and invoice for that. If you have paid more than that amount, we return the difference. If what has been done is worth more than you have paid, the difference is invoiced.
The value of the work done is the time spent and the stage reached, measured against the proposal. We show you how we reached the figure, and everything made up to that point is handed over to you, because you have paid for it.
When the work is not right
If the finished work does not do what the proposal said it would, the first remedy is that we fix it at no charge, however long that takes within the thirty-day period after launch described in our Terms. Tell us in writing what is wrong and we will respond within 5 working days.
A refund is only given if, after reasonable attempts, we cannot fix a fault that was within what we agreed to deliver. In that case the refund covers the part that does not work, and not the whole project.
What is not refundable
- Anything we bought from another company on your behalf, such as a domain, a year of hosting, a licence, a plugin, a font, a stock photograph or advertising spend. That money has already left us and cannot be recalled.
- Work you have approved and later changed your mind about. A change after approval is new work and is quoted as new work.
- Work done before a project is stopped, as described above.
- Time we held for you while a project stalled because information, access or approvals did not arrive. If a project is paused by us under our Terms, the time already used is still used.
- A monthly or recurring service for a period that has already begun, such as search optimisation, marketing, care or hosting.
- Results that differ from your expectations. We cannot promise a position in search results, a number of visitors, or a rate of sales or leads, so a result alone is not a reason for a refund.
- Faults caused by changes made by someone other than us, or by services we do not control.
Monthly services
Subscriptions are billed monthly in advance. You can cancel at any time by emailing us, and the cancellation takes effect at the end of the month you have already paid for. We do not refund a month that has begun. If you cancel before a month begins, you are not charged for it.
How to ask for a refund
Email hello@sedonainfotech.com with your name, the project or invoice you are writing about, and what has gone wrong. We will acknowledge your request within 5 working days, tell you whether it falls under this policy, and explain how we worked out any amount.
How refunds are paid
Approved refunds are paid within 10 working days of us agreeing the amount with you. They go back the way the money came, to the account or PayPal balance it was paid from, and in the same currency. Fees charged by a bank or by a payment provider for taking or returning a payment are outside our control and may not be returned.
Disputes and your legal rights
If you are unhappy with our decision, please write to us before you ask a bank or a payment provider to reverse the payment. Most disagreements can be settled with a conversation, and a reversal can delay the very refund you are asking for. Disputes that cannot be settled are handled as set out in our Terms and Conditions.
Nothing in this policy limits any right you have under the consumer law of the country where you live, which applies regardless of what is written here.
Changes to this policy
We may update this policy. The date at the top shows when it was last reviewed. A change applies to purchases made after that date and never reduces what you were promised in a proposal you have already accepted.
Contact
Sedona Infotech, Kalutara, Western Province, Sri Lanka. Email: hello@sedonainfotech.com