Refund & Cancellation Policy

Refund & Cancellation Policy

What happens to money already paid if something stops

Last updated: 10 September 2026

We sell engineering time and the work it produces. We do not sell physical goods, and we do not sell downloadable products, so this policy is about services: fixed-scope projects, monthly retainers and emergency work. Where you have a signed proposal or agreement with us, that document governs, and this policy fills the gaps around it.

1. Before work starts

If you have paid an advance and tell us to stop before we begin, you get all of it back. We would rather return a deposit than start a project one side has doubts about.

2. Fixed-scope projects, once under way

If you stop a project after work has begun, you pay for the work done and anything committed on your behalf, such as licences or third-party services already bought. Whatever remains of your advance is returned.

We will show you what that calculation is based on: what was delivered, what was in progress, and what was purchased. If the split is genuinely arguable, we would rather settle it in your favour than argue about a few hours.

3. Monthly retainers

You can cancel a retainer with the notice stated in your agreement. The period already in progress is not refunded, because the capacity for it was reserved and is not resellable at short notice, and you keep the benefit of it until the period ends. Nothing renews after that.

If a month goes largely unused, tell us. We would rather move the work than take payment for a quiet month and say nothing.

4. Emergency work

Emergency triage is chargeable once an engineer has begun looking, because that is the work: finding out what is wrong. If we look and conclude we are not the right people to fix it, we will tell you and not charge you for the fix we did not do.

5. Work that is not right

If something we built does not do what the agreed scope said it would, that is not a refund question in the first instance. Tell us and we will fix it, at our cost, within the warranty period in your proposal. A refund is what we discuss if we cannot put it right.

6. What is not refundable

Third-party costs we paid on your behalf, such as licences, plugins, hosting and domain fees, are not refundable to the extent that the supplier will not refund them to us. Payment processing fees are not refundable. Time already worked is not refundable.

7. How to request a refund

Email mail@codetrappers.com with your invoice number and what you would like to happen. We will respond within five working days, and where a refund is agreed we will process it within 30 days to the original payment method.

Currency conversion and bank charges are outside our control, so an international refund may arrive slightly different in value from the amount originally paid.

8. If you disagree with our decision

Tell us why, in writing, and a director will look at it again. We would rather resolve a disagreement directly than have you take it elsewhere, and in our experience most of these are a misunderstanding about what was in scope.

9. Related documents

Our Terms & Conditions cover how work is agreed and ended. Our Privacy Policy covers personal data.