Refunds & cancellation.

01Principle

Our services are custom digital services, produced specifically for each client. We want every payment to be clear and every complaint to be handled quickly and fairly. This policy sets out what is refundable, under what conditions and how to request it.

02How payment works

1. Quote — after discussing your needs, we send you a detailed quote (scope, deliverables, schedule, price and payment schedule).
2. Deposit — once you accept the quote, we send you a deposit invoice (usually 50%) with a secure payment link. The project starts upon receipt of the deposit.
3. Milestones — for larger projects, interim payments may be scheduled at each approved stage, as set out in the quote.
4. Balance — the balance is invoiced on delivery, before go-live or the final handover of access.
5. Subscriptions — maintenance, support and managed hosting are billed automatically each month or year, payable in advance.

Every payment is followed by a receipt and an invoice sent by email. Card payments are handled entirely by our secure payment provider; we never have access to your full banking details.

03Cancellation before start

If you cancel your order before work has actually started (no workshop, mockup or development carried out), your deposit is refunded in full.

If preparatory work has already been carried out (scoping workshops, specifications, mockups), its value, calculated pro rata to the quote, is deducted from the refund.

04Cancellation during the project

You may end the project at any time in writing. In that case:

• work carried out up to the cancellation date is invoiced pro rata to progress (based on the quote milestones or time spent);
• if the amounts already paid exceed the value of the work carried out, the difference is refunded to you;
• if they are lower, the balance corresponding to the work carried out remains payable;
• the deliverables produced and paid for are handed over to you (source code, files, access).

A detailed progress report is provided to justify the calculation.

05After delivery

Once delivery has been made and acceptance confirmed (or deemed accepted under our terms & conditions), the service is no longer refundable, as the custom work has been fully carried out.

However, any defect or deviation from the approved scope is corrected free of charge during the 30-day warranty period. If we are unable to fix a major defect that renders the deliverable unusable, a partial or full refund of the affected part may be granted.

06Subscriptions

• Subscriptions come with no minimum commitment, unless otherwise stated in the quote, and can be cancelled at any time by email.
• Cancellation takes effect at the end of the current period; no further charges are made.
• The current period, once started, is not refunded pro rata — except in the event of a service interruption attributable to us.
• An annual subscription cancelled within 14 days of its initial payment, without significant use of the service, is refunded in full.

07Non-refundable costs

Amounts already committed to third parties on your behalf, and duly documented, are non-refundable: domain names, theme or plugin licences, third-party apps or subscriptions, API credits (including AI providers), content purchases. These items remain yours.

08Complaints

For any complaint (quality, billing, delays, refund request), the procedure is as follows:

1. Write to contact@appweb-plus.com with the subject "Complaint", stating your name, company, invoice or quote number, and a description of the issue (screenshots welcome).
2. We acknowledge receipt within 48 business hours and assign you a single point of contact.
3. We review the request and propose a solution — correction, goodwill gesture, credit note or refund — within 10 business days at most.
4. If the solution does not suit you, the complaint is re-examined by management, which issues a final, reasoned decision within a further 10 business days.

You can also reach us at +216 25 789 309; however, any complaint must be confirmed in writing to be processed.

09Refund terms

• Any approved refund is issued within 5 business days of the decision.
• It is made to the payment method used for the purchase. Depending on your bank, the credit appears on your statement within 5 to 10 business days.
• For payments made by bank transfer, the refund is made by transfer to the originating account.
• Refunds are made in the currency of the original transaction; we are not responsible for any exchange rate differences applied by your bank.
• A credit note is issued for every refund.

10Payment disputes

Before opening a dispute (chargeback) with your bank, we invite you to follow the complaints procedure above: the vast majority of situations are resolved faster directly with us. In the event of a dispute, we will provide our payment provider and your bank with supporting evidence (accepted quote, correspondence, deliverables).

11Contact