REFUND POLICY

Refund Policy

Effective Date: 20.11.2025 | Last Updated: 26.09.2026

1. Our Refund Commitment

Estimates are free, and nothing is charged until you accept one. If we cannot take a paid build on, every credit goes back to your balance, with the reason on your project, and the refund is recorded on your credit statement. Everything below covers the cases that need a person to look at them.

2. Refund Eligibility

Builds:

  • Full refund of a paid build we cannot take on
  • Full refund if you cancel before we have started work on it
  • Once work has started, a refund in proportion to the work not yet done
  • No refund once the build is delivered, apart from the quality cases below

Credit Purchases:

  • Unused credits refundable within 14 days of purchase
  • Used credits are non-refundable
  • There is no minimum and no maximum refund amount — a refundable balance is returned in full, however small it is
  • Credits never expire

3. Your Statutory Rights as a Consumer

Ratify is operated by MARKETRONIX LTD, registered in England and Wales under company number 17331464, so consumer contracts made through this site are governed by England and Wales consumer law. Everything above is in addition to the rights below, and nothing in this policy, the Terms or the Cancellation Policy takes any of them away.

  • 14-day right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance contract within 14 days of entering into it and receive a refund, without giving a reason. That is where the 14-day window on unused credits above comes from.
  • Digital content already supplied. The 14-day right does not survive supply that you asked to begin immediately. When you accept an estimate, credits are taken and work can start at once; by submitting it you are asking us to begin, and you acknowledge that the cancellation right is lost for that build once it is delivered. Credits you have not yet spent are unaffected and remain refundable for the full 14 days.
  • Quality. Under the Consumer Rights Act 2015 a digital service must be provided with reasonable care and skill, and digital content must be of satisfactory quality, fit for purpose and as described. Where it is not, you are entitled to a repeat performance or an appropriate price reduction. Section 6 of the Terms is how we deliver that; it is not a substitute for it.
  • Where to take a complaint. If we cannot settle a dispute between us, you can take it to the courts of your own country of residence. You do not have to arbitrate, and you do not have to contact us before raising a chargeback with your card issuer.

4. Refund Process

  1. Request Submission: Write to us from the contact page, or email support@ratify.studio, with the project or purchase it concerns
  2. Review: A person reads every request; nothing is decided automatically
  3. Decision: You'll receive approval or explanation
  4. Processing: An approved refund goes back to the card you paid with; how long it takes to show on your statement depends on your card issuer
  5. Confirmation: The refund appears as a line on your credit statement, with the balance it left behind

5. Non-Refundable Items

The following are not eligible for refunds:

  • Delivered builds, apart from the quality cases below
  • Downloaded source code
  • Credits used for any service

6. Quality Disputes

If you are unsatisfied with a delivered build:

  1. Report issues within 30 days of delivery, the same window as the 30-day bug-fix guarantee in the Terms (6.2)
  2. Provide specific examples of quality concerns
  3. Allow us to review and potentially revise
  4. Partial refunds based on verified issues

7. Refund Methods

A refund of money is made to the card or account you paid from. We do not substitute account credit for a refund you are entitled to, and we will not ask you to accept one.

  • Original payment method. Always, where the original card or account can still receive it
  • A card that has since been closed. The refund still goes to that card; card issuers pass it on to the account it belonged to. If yours does not, write to us and we will sort it out with you
  • Account credit. Only for the return of credits to a credit balance, such as a paid build we cannot take on. That is a return of credits, not of money

Processing Times:

  • Card refunds: sent when approved; the time to reach your account is set by your card issuer, not by us
  • Credits returned to your balance: at once

8. Special Circumstances

We may offer full refunds in cases of:

  • Service outages preventing delivery
  • Duplicate charges or billing errors
  • A build delivered well past the days in its estimate
  • A delivered build that does not do what the accepted estimate described
  • Force majeure events

9. Chargebacks

You are always free to raise a chargeback with your card issuer, and doing so does not put your account at risk. We're happy to help resolve an issue directly if you contact us first, but that's never a requirement. We investigate every chargeback in good faith and may provide evidence to our payment processor where a chargeback appears to be made in error.

10. Contact

Questions about a refund: support@ratify.studio or the contact page. With a request, give the project name, the date of purchase and the reason.