One sentence: full refund before deployment work begins, no refund once it has. The rest of this page explains what that means in practice.
The short version
Full refund before deployment work begins. Once deployment work has begun, the engagement is non-refundable. Everything below is the detail behind that one sentence.
What counts as “before work begins”
“Before work begins” means the period after your Stripe payment is received but before NebulaWing has started the deployment itself.
- Intake form review and requirements check do not count as “work begun” — you can still request a refund during this period.
- “Work begun” means we have connected to your server(s) and started installing, configuring, or modifying the deployed software.
How to request a refund
Email [email protected] from the same address you used to engage us. Include your Stripe receipt or the purchase reference. We'll process the refund through Stripe within a reasonable time after confirming the request meets this policy.
Once deployment work has begun
After deployment work has begun, the engagement is non-refundable, including if you later decide to cancel for reasons unrelated to our work. This is because the engagement is a one-time, fixed-scope service where most of the cost is incurred at the start.
If the deployment cannot be completed due to our failure to deliver the agreed scope, we will work with you to either correct the issue or — at our discretion — issue a refund. This does not apply where the deployment cannot be completed due to factors outside our control (for example, your environment not meeting the requirements, or third-party services failing).
After acceptance
Once the deployment has been accepted (explicitly or by the deemed-acceptance window described in the Terms of Service), no refunds are available. Issues found after acceptance can be discussed by email, but they are handled on a goodwill or new-engagement basis, not under this Refund Policy.
Chargebacks
Please email us before initiating a chargeback. Most issues are easier to resolve directly. Unjustified chargebacks may be contested with the payment processor.
Stripe processing
Refunds are processed through Stripe and arrive at your original payment method according to Stripe's normal timelines. Stripe may retain a small processing fee depending on the transaction; we absorb our share.
Changes to this policy
We may update this Refund Policy. The current version applies to engagements purchased on or after its effective date.
Contact
Questions about a specific refund? Email [email protected].