1. Before work starts
A prepaid project may be cancelled before assessment, scheduling or technical work begins. Any approved refund may be reduced by non-recoverable payment-processing charges where lawful.
2. Assessments and diagnostic work
Assessment, diagnosis, incident triage and discovery fees become non-refundable once the review has begun because the service consists of reserved expertise and findings, even when the outcome is that a repair is unsafe, infeasible or outside the original expectation.
3. Custom fixes and development
Payments for completed or accepted custom work are not refundable merely because business priorities change, a third-party service changes, or the customer later decides not to deploy the work.
Where a prepaid project is cancelled after work begins, iBugFix may refund the unused balance after deducting completed work, reserved emergency time, purchased licences and other non-recoverable costs.
4. Emergency and priority work
Emergency call-out fees, priority queue reservations and after-hours allocations are non-refundable once the time has been reserved or work has started. This applies even where third-party access, hosting failure or damaged data prevents full restoration.
5. Maintenance services
Recurring maintenance may be cancelled in accordance with the notice period in the accepted service agreement. Fees already applied to the current service period are not normally prorated after monitoring, updates, support allocation or review work has been provided.
6. Defects within agreed scope
Report a suspected defect promptly within the written acceptance or support period. Where the issue is caused by iBugFix work and falls within the accepted scope, the primary remedy is correction of that defect. Refunds are considered only where correction is not reasonably possible and applicable law requires or supports a refund.
7. Non-refundable circumstances
- Work or findings already delivered.
- Customer delay, missing access or inaccurate information.
- Changes made by the customer or another provider after delivery.
- Third-party outages, licence restrictions, API changes or hosting limitations.
- Malware reinfection caused by unresolved access or infrastructure outside the agreed scope.
- Change of mind after custom work has started or been completed.
8. Requesting a review
Send a written refund or cancellation request to hello@ibugfix.com with the quotation or invoice reference, the reason for the request and any supporting information. Requests are assessed against the accepted scope, work records and applicable law.