Refund and Cancellation Policy

Effective Date: August 5, 2026

Introduction

This Refund and Cancellation Policy explains how project cancellations, service cancellations, and refund requests are handled by Chatwise LLC, operating under the ChatWise brand ("ChatWise," "we," "us," or "our").

ChatWise provides custom software development, business application development, technical support, software modifications, integrations, and related digital services. Because our services are created specifically for each customer and may require reserved development time, planning, technical work, and third-party resources, refund eligibility depends on the circumstances of each project.

This Policy forms part of our Terms of Service and applies unless different terms have been expressly agreed in a written proposal, service agreement, statement of work, invoice, or other project-specific document.

Project Cancellation by the Customer

A customer may request cancellation of a project by contacting ChatWise at support@chatwise.us.

The cancellation request should include the customer's name, company name where applicable, project name, invoice or transaction reference, and a brief explanation of the request.

Cancellation becomes effective when ChatWise confirms receipt and acceptance of the request in writing. Sending a cancellation request does not automatically cancel a project or create an automatic right to a refund.

ChatWise may continue to secure project files, document completed work, calculate outstanding fees, and prepare any deliverables that the customer is entitled to receive under the applicable project terms.

Cancellation Before Work Begins

If a customer requests cancellation before development, planning, technical preparation, or other project work has begun, ChatWise may review the payment for a full or partial refund.

Any refund may be reduced by payment processing charges, third-party expenses, administrative work, consultations, planning, or other costs already incurred in connection with the project.

Refund eligibility will depend on the accepted proposal, invoice, project documentation, and the actual work or costs incurred before cancellation.

Cancellation After Work Has Begun

If a customer cancels after project work has started, the customer remains responsible for the value of all work completed up to the effective cancellation date.

This may include consultations, project planning, system architecture, design, development, testing, configuration, integrations, meetings, revisions, technical research, deployment preparation, and other work performed for the project.

ChatWise may also take into account development time reserved specifically for the customer, approved milestones, completed deliverables, work in progress, non-refundable third-party expenses, and costs incurred in reliance on the accepted project.

Any amount eligible for refund will be determined after deducting the value of completed work and applicable costs from the amount paid.

Completed and Delivered Work

Payments for work that has been completed, approved, delivered, installed, deployed, or made available to the customer are generally not refundable.

A customer's decision not to use completed software, a change in business plans, lack of internal resources, or a change in personal preference does not by itself create a right to a refund.

Refunds will not ordinarily be granted where the delivered work materially matches the agreed project scope and the customer has accepted or begun using it.

This section does not limit any rights that cannot lawfully be excluded.

Milestone and Stage Payments

Where a project is divided into milestones or development stages, each approved or completed milestone may be treated as a separate portion of the service.

Payments relating to completed or approved milestones are generally not refundable.

If a customer cancels before a future milestone begins, any payment relating exclusively to that future milestone may be reviewed for refund, subject to completed preparation, reserved development time, third-party expenses, and the applicable project terms.

Change of Scope or Customer Requirements

A refund will not normally be issued because the customer later requests functions, modules, integrations, designs, or technical requirements that were not included in the original project scope.

Additional or changed requirements may require a revised price, extended schedule, or separate agreement.

If the customer chooses not to proceed with additional work, that decision does not create a right to a refund for work already completed under the original scope.

Customer Delays or Failure to Cooperate

ChatWise relies on customers to provide timely information, materials, access credentials, content, approvals, and feedback.

If a project is delayed because the customer does not provide required cooperation, the project will not automatically be considered cancelled and payments will not automatically become refundable.

Where a customer remains unresponsive for an extended period or is unable to provide the information necessary to continue, ChatWise may pause or close the project after providing reasonable notice.

In such circumstances, the customer remains responsible for completed work, reserved time, and costs incurred before the project was paused or closed.

Technical Issues and Correction Requests

A request for correction of an error or missing agreed feature is not automatically treated as a refund request.

Customers should first contact ChatWise and provide a clear description of the issue, relevant screenshots, examples, or other information reasonably necessary to review the matter.

Where the issue relates to work included in the agreed scope, ChatWise may first be given a reasonable opportunity to investigate and correct the issue.

Refund eligibility will depend on the seriousness of the issue, whether the delivered service materially differs from the agreed scope, whether correction is reasonably possible, and the applicable project terms.

Third-Party Services and Expenses

Certain projects may require third-party software, hosting, domains, licenses, application programming interfaces, payment providers, databases, plugins, platforms, or other external services.

Charges paid to third parties may be non-refundable and are subject to the third party's own terms.

ChatWise is not required to refund third-party charges that have already been incurred or paid on the customer's behalf, unless the relevant third party provides a corresponding refund.

Optional Monthly Support Services

Cancellation of recurring support, maintenance, or software modification services is governed by the Subscription and Recurring Billing Policy.

Cancelling monthly support does not cancel or reverse a previously completed software development project.

Fees already paid for a current support period may be non-refundable once that period has begun, subject to the applicable support arrangement and any rights required by law.

Cancellation by ChatWise

ChatWise may cancel, suspend, or terminate a project or service if the customer fails to make payment, materially breaches the applicable terms, provides unlawful or infringing materials, misuses the services, creates a security risk, or fails to provide cooperation necessary for the project.

Where reasonably possible, ChatWise will provide notice and an opportunity to resolve the issue before cancellation.

If ChatWise cancels a project for reasons not caused by the customer, ChatWise may review any payment relating to work that has not yet been performed and may issue an appropriate partial refund.

If cancellation results from the customer's breach, non-payment, misuse, or failure to cooperate, the customer remains responsible for completed work, incurred costs, and any other amounts due.

How to Request a Refund

Refund requests must be submitted by email to support@chatwise.us.

The request should include the customer's name, company name where applicable, project name, invoice or transaction reference, payment date, amount paid, and a clear explanation of the reason for the request.

ChatWise may request additional information reasonably necessary to verify the payment, identify the relevant project, review completed work, and evaluate the request.

Submitting a request does not guarantee that a refund will be approved.

Review of Refund Requests

Refund requests are reviewed individually and in good faith.

ChatWise may consider the agreed project scope, work completed, development stage, approved milestones, customer communications, delivered materials, reserved time, third-party expenses, payment processing costs, and any project-specific terms.

We aim to review complete refund requests within a reasonable timeframe. The review period may vary depending on the complexity of the project and the information required.

ChatWise will communicate the outcome of the review using the email address associated with the project or payment.

Approved Refunds

If a refund is approved, it will generally be returned through the original payment method where possible.

The time required for the refund to appear may depend on the payment processor, bank, card issuer, currency, and transaction method.

ChatWise does not control processing times imposed by financial institutions or payment providers.

Any difference caused by currency conversion, bank charges, payment processor fees, or exchange rate changes may not be recoverable unless required by applicable law.

Chargebacks and Payment Disputes

Customers are encouraged to contact ChatWise before initiating a chargeback or payment dispute so that we have an opportunity to review and resolve the issue directly.

A chargeback does not automatically cancel a project or remove the customer's obligation to pay for completed work and incurred costs.

ChatWise may provide the relevant payment provider with proposals, invoices, project communications, delivery records, approvals, work records, and other information reasonably necessary to respond to a payment dispute.

Fraudulent, abusive, or knowingly inaccurate payment disputes may result in suspension or termination of services.

No Automatic Refunds

No statement on the website, general delivery estimate, package description, or initial consultation creates an automatic refund right.

Refunds are available only where approved under this Policy, required by applicable law, or expressly provided in written project-specific terms.

Nothing in this Policy excludes or limits a customer right that cannot lawfully be excluded or limited.

Changes to This Policy

ChatWise may update this Refund and Cancellation Policy from time to time to reflect changes in services, payment practices, business operations, or legal requirements.

The revised version will be published on the website with an updated effective date.

Changes will apply to future purchases and service arrangements. Existing project-specific terms will continue to apply unless both parties agree otherwise or a change is required by law.

Contact Information

Questions, cancellation requests, and refund requests may be sent to: