How SoftGlaze handles refunds, cancellations, deposits, retainers, project work, and related payment review requests.
This Refund Policy explains how SoftGlaze handles refunds in relation to its digital services, consultations, proposals, retainers, deposits, project work, subscriptions, and related commercial engagements. By purchasing services from SoftGlaze, paying an invoice, accepting a proposal, or entering into a service relationship with SoftGlaze, you acknowledge that you have read and understood this Refund Policy.
SoftGlaze provides customised digital services, strategic work, technical execution, development, design, content, marketing support, and related professional services. Because most of our work involves time, planning, labour, technical delivery, and business-specific execution, refunds are not automatically available once work has begun.
In general:
Refund eligibility, where available, depends on the nature of the service, the project stage, and the commercial agreement in place.
This Refund Policy applies to, where relevant:
Where a separate contract, proposal, service agreement, statement of work, or invoice terms specify different refund or cancellation rules, that specific agreement will prevail.
SoftGlaze may require an upfront deposit before work begins.
Unless otherwise stated in writing:
A deposit is not merely a placeholder payment. It forms part of the commercial commitment to the project.
Once SoftGlaze has begun work, payments made for time, effort, strategy, planning, design, writing, coding, implementation, revisions, or project management are generally non-refundable.
This applies whether the work is:
Where work has been performed, SoftGlaze reserves the right to retain payment proportionate to the work completed.
Fees paid for consultations, discovery calls, strategy sessions, audits, assessments, or advisory work are generally non-refundable, especially once the session has taken place or preparatory review has begun.
This includes:
If a paid session is cancelled in advance, SoftGlaze may, at its discretion, offer rescheduling rather than a refund.
Where SoftGlaze provides services on a monthly, recurring, or retainer basis:
Any cancellation terms for retainer work should be read alongside the relevant proposal or service agreement.
If the client chooses to cancel a project after work has begun:
If the client cancels before any material work begins, SoftGlaze may review the matter in good faith, but no refund is guaranteed.
Where applicable, cancellation before work or delivery started may be considered as part of a refund review. Duplicate or incorrect payments may also be reviewed for refund eligibility. :contentReference[oaicite:1]{index=1}
Refunds will not generally be issued because a project is delayed, paused, or disrupted due to client-side issues, including but not limited to:
Where delays occur, SoftGlaze reserves the right to:
Refunds are not generally available where the client:
SoftGlaze provides customised business services, not mass-market off-the-shelf goods. For that reason, change-of-mind refunds are generally not applicable once meaningful work has started.
SoftGlaze may, at its sole discretion, consider a partial refund in limited and exceptional circumstances, such as:
Any such refund, if granted, may be:
No discretionary refund creates a precedent or obligation for future cases.
Unless otherwise stated in writing, the following are generally non-refundable:
Refunds are also not applicable where issues occurred due to incomplete information or delay from the customer’s side, or where customised or special services have commenced. :contentReference[oaicite:2]{index=2}
SoftGlaze may use or recommend third-party platforms, software, tools, plugins, subscriptions, themes, APIs, hosting, domains, advertising spend, or other third-party services.
Refunds do not generally apply to:
These may be governed by the relevant third-party provider’s own refund policies and terms.
If you believe a billing issue has occurred, you should contact SoftGlaze first so the matter can be reviewed in good faith.
Improper chargebacks or unjustified payment disputes in relation to legitimately delivered or partially delivered services may result in:
We strongly encourage direct communication before any formal payment dispute is initiated.
If you believe you are entitled to a refund review, you may submit a written request to:
Please include:
Submitting a refund request does not guarantee approval. Each request will be assessed in light of:
Refund requests should be submitted within 7 business days of the transaction and should include relevant order, invoice, or payment details together with the reason for the request. :contentReference[oaicite:3]{index=3}
SoftGlaze will review refund-related requests within a reasonable timeframe. Response times may vary depending on:
Where additional information is needed, we may request clarification before issuing a decision.
Approved refunds may be processed within 7 to 14 working days via the original payment method, subject to banking and payment processor timelines. :contentReference[oaicite:4]{index=4}
This Refund Policy should be read together with any relevant:
Where more specific commercial terms exist in a signed agreement, those terms may override this Refund Policy to the extent of any inconsistency.
SoftGlaze may update this Refund Policy from time to time to reflect:
Any updates will be posted on this page with a revised effective date or last updated date.
If you have questions about this Refund Policy, please contact:
For billing, refund review, cancellation, and payment-related questions, use the details below.
Softglaze LLC
1209 Mountain Road Pl NE, Ste R
Albuquerque, NM 87110
+1 603 799 1247
DENEB WORKS LTD
Office 1104, 60 Tottenham Court Road
Fitzrovia, London
W1T 2EW
86-M, Jalalpur Pirwala
Multan, Punjab, Pakistan
Postal Code: 59250
+92 300 7484750
Muhalla Darkhana Wala
Bahadarpur, Jalalpur Pirwala
Multan, Punjab, Pakistan 59300
+92 61 4210470
Plot 86, Block B2
PGECHS Lahore
Punjab 54770
Pakistan
