Refund and Cancellation Policy

Last updated 15 September 2026

Our services are custom work agreed with each client in advance. This policy explains what happens if a project is cancelled or you are unhappy with the work.

1. Cancelling a project

You can cancel a project at any time by emailing us. You will be charged for work completed up to the date we receive your cancellation, based on the pricing in your Project Agreement.

2. Refunds

• If you have paid in advance for work we have not started, we will refund that amount in full.
• Payments for work that has already been completed and delivered are not refundable.
• If part of a prepaid milestone has been completed, we will refund the unused portion.

3. Issues with delivered work

If something we delivered does not match what was agreed, tell us within 30 days of delivery. We will fix it at no extra cost. If we cannot fix it, we will agree a fair partial or full refund for the affected work.

4. Monthly services

Ongoing maintenance or support billed monthly can be cancelled with written notice before the next billing date. The current month is not refunded.

5. How refunds are paid

Approved refunds are returned to the original payment method within 10 business days. Depending on your bank, it may take a few more days to appear.

6. Billing questions and disputes

If you disagree with a charge or think an invoice is wrong, email us with the invoice number and a short explanation before contacting your bank or card issuer. We will review it and reply within 5 business days. If a charge was made in error, or a refund is owed under this policy, we will correct the invoice or refund the amount to the original payment method. If we cannot agree, the dispute is handled as set out in section 11 of our Terms of Service.

7. Contact

For cancellations, refund requests or billing disputes, email kevin@upauraservices.com with your invoice number.