Refund & Cancellation Policy

01 Scope of this policy

This policy applies to all professional services purchased from INSTANT PAYMENTS LIMITED trading as Webics Consulting. It forms part of our Terms of Service. Where a signed statement of work sets out different refund terms, the statement of work prevails.

We sell bespoke professional services, not goods or downloadable products. Fees pay for skilled time, judgement and documented output, so refunds are assessed against the work actually performed rather than a fixed return window.

02 Cancellation before work starts

• If you cancel before the kick-off date and before any work has been performed, you receive a full refund of everything paid, with no deduction and no administration fee.
• If you cancel within 48 hours of paying a deposit and we have not yet begun, the same full refund applies automatically.
• If we have already begun discovery, audit or design work at your written request, the section below on cancellation after work starts applies instead.

03 Cancellation after work starts

You may cancel an engagement at any time by giving written notice. We stop work on receipt, calculate the value of work performed up to that point, and settle the difference in whichever direction it falls.

Where an engagement is invoiced in milestones, milestones already accepted are non-refundable, and the table above is applied only to the milestone in progress. If work performed exceeds the amount you have paid, we invoice the balance instead.

04 Refunds for service failure

Separately from cancellation, you are entitled to a remedy if we fail to deliver what the statement of work promised. In that situation we will first offer to correct the work at no charge within an agreed timeframe.

If, after that correction attempt, the deliverable still materially fails to meet the written specification, you may request a refund of the fee for the affected milestone. We will grant a full or partial refund proportionate to the shortfall, and we will explain the calculation in writing.

If we miss a date that the statement of work expressly labelled a fixed deadline, for reasons within our control, you may cancel the remainder of the engagement and receive a refund of all fees paid for undelivered milestones.

05 When a refund is not available

• Deliverables that have been accepted, or that were deemed accepted because no feedback was received within the acceptance period.
• Deliverables already deployed to or used in a live production environment.
• A change of mind about a creative direction that you previously approved in writing — this is handled as a change request, not a refund.
• Commercial outcomes: we cannot refund on the basis that conversion, revenue, traffic or ranking did not improve, since no such outcome is warranted.
• Delays or failure caused by you not supplying assets, access, credentials, approvals or feedback within the agreed windows.
• Third-party costs we paid on your behalf and cannot recover, such as font licences, stock imagery, plugin licences or platform fees. These are always itemised and flagged as non-refundable before purchase.
• Work performed under an engagement you terminated for convenience after that work was completed.

06 Cancellation by us

We may end an engagement if we cannot deliver it properly — for example if the brief turns out to be materially different from what was described, if a required third-party dependency is unavailable, or if capacity is lost through illness or force majeure.

In that case we refund every fee paid for work not yet delivered, in full, and we hand over whatever work in progress exists at no additional charge. Where we end an engagement because you have breached the Terms of Service — for example by non-payment, or by asking for unlawful or deceptive work — fees for work performed remain payable and are not refunded.

07 How to request a refund

1. Email info@webicsconsulting.online with "Refund request" in the subject line.
2. Include your invoice number or statement of work reference, the date of purchase, and the milestone concerned.
3. Tell us briefly what happened and what outcome you are asking for.
4. We acknowledge within 2 business days and give a written decision, with the calculation, within 10 business days.
5. If a refund is approved, we process it immediately after the decision.

You do not need to give a reason to cancel. A reason only matters when you are claiming a refund for service failure, because we need to understand what to correct.

08 How refunds are paid

• Refunds are issued to the original payment method and in the original currency. We cannot redirect a refund to a different account or card.
• We process approved refunds within 5 business days of the decision.
• Card refunds typically appear on your statement within 5 to 10 business days after processing, depending on your bank. Bank transfers typically take 3 to 7 business days.
• We do not deduct an administration fee from refunds. Where an international transfer incurs an unavoidable intermediary bank charge, it is deducted from the transferred amount and evidenced on request.
• Currency movements between the payment date and the refund date are outside our control and we refund the original amount in the original currency, not an adjusted figure.

09 Disputes and chargebacks

If you are unhappy with a decision, reply to it and ask for escalation. A senior representative will review the file and respond within 10 business days. We would always rather resolve a dispute directly than through a payment provider.

Please contact us before raising a chargeback. A chargeback filed without contacting us first delays resolution for everyone, and we will respond to the payment provider with the signed statement of work, the delivery record and the correspondence history. Nothing in this paragraph limits your legal right to use your card issuer's dispute process.

10 Statutory rights

Our services are supplied to businesses. If in your jurisdiction you are nonetheless treated as a consumer and hold mandatory cancellation or refund rights that cannot be excluded by contract, those rights apply in full and take precedence over anything in this policy that would give you less. This policy does not limit any right you have under applicable law.

11 Refund contact

Refund and cancellation requests: info@webicsconsulting.online. Telephone: +852 13157549890. Office hours: Monday to Friday, 09:00 – 18:00 (HKT, UTC+8). Post: INSTANT PAYMENTS LIMITED, RM 701, Unit 127, 7/F, Twr B, New Mandarin Plaza, 14 Science Museum Rd, Tsim Sha Tsui, Hong Kong.