Refund & Cancellation Policy
At Harlock, we build long-term technology partnerships grounded in transparency, trust, and uncompromising engineering quality. Here are our exact policies regarding cancellations, service satisfaction, and refund processing.
1. Cancellation of Monthly Retainers & Subscriptions
For ongoing services contracted under our Engineering Retainer:
- No Long-Term Lock-In: Clients may cancel their monthly retainer subscription at any time without penalty fees.
- Notice Period: To prevent the automatic billing of the subsequent monthly period, cancellation notice must be submitted in writing at least 15 days prior to the next billing renewal date.
- Continuity of Service: Following a cancellation request, engineering support and access to Arcadia will remain fully active until the conclusion of the already-paid monthly billing period.
2. Satisfaction Guarantee & Sprint Refunds
Because our services consist of dedicated, high-calibre custom software engineering hours, refund claims are governed by the following criteria:
Prior to Development Kick-Off:
If a Client requests cancellation before the formal engineering sprint commences (as established during the official kick-off meeting), the Client is entitled to a 100% full refund of the deposited amount, minus non-recoverable direct Stripe processing fees if applicable.
Sprint Delivery & Rectification Period:
If delivered software milestones deviate substantially from the agreed-upon technical specifications, Harlock initiates a complimentary 7-business-day rectification period to correct the discrepancies at zero extra cost. If the deliverable still fails to fulfill agreed specifications, a pro-rated or complete refund for that sprint will be issued.
3. How to Submit a Refund or Cancellation Request
To request a cancellation, refund, or billing inquiry, please follow these simple steps:
- Send an email to [email protected] with the subject line:
Refund Request - [Company Name]. - Include your invoice number or Stripe transaction reference ID.
- Describe the specific technical discrepancy or reason for cancellation.
- Our management and finance team will review the request and issue a formal resolution within 48 business hours.
4. Settlement Timeframes & Stripe Processing
Upon approval of any refund, the credit is initiated immediately and automatically through the Stripe platform back to the original card or payment instrument used at checkout.
Depending on your financial institution or card issuer, the refunded credit typically reflects on your bank statement within 5 to 10 business days.
5. Amicable Dispute Resolution
Harlock is committed to fair, prompt, and amicable collaboration. Before initiating a formal banking dispute or card chargeback, we strongly invite you to reach out directly to our billing department at [email protected] so we can swiftly resolve any concern to your satisfaction.