Refund Policy

01Scope of this policy

This policy applies to all services purchased from AWN Digital Solutions (CR 122747-3) — consultancy, software and system development, data protection and governance work, training, and advertising and marketing services.

All services are delivered digitally or in person. No physical goods are shipped, so no return shipping or restocking costs ever apply.

This policy forms part of our Terms & Conditions. Where a signed proposal sets different refund terms for a specific engagement, the signed proposal takes precedence.

02Before work starts — full refund

If you have paid a deposit and we have not yet started work, you may cancel and receive a full refund of everything paid.

• Request it within 14 days of payment, and before the project kick-off date.
• You receive 100% of the amount paid, with no deduction.
• "Started" means we have begun the first milestone as defined in your proposal — not merely that the proposal was signed.

03After work starts — milestone-based refund

Once a milestone has begun, that milestone is no longer refundable, because the work has been carried out and cannot be returned. Milestones that have not begun are refunded in full.

• You pay for milestones completed, and for the milestone in progress at the date you cancel.
• Any amount already paid that relates to milestones not yet begun is refunded in full.
• We issue a written statement showing which milestones were completed, which was in progress, and the exact refund calculation.
• Work completed up to the cancellation date is handed over to you.

04What is non-refundable

Where third-party costs are deducted from a refund, we show you the actual invoices for them.

• Milestones that have been completed or begun — the work has been performed and delivered.
• Consultancy days, assessments, workshops and training sessions that have been delivered, and sessions cancelled with less than 48 hours' notice.
• Retainer and maintenance fees for a month already in progress. You may cancel a retainer for future months with 30 days' written notice.
• Third-party costs already incurred on your behalf and non-recoverable — hosting, domains, software licences, app store fees, and advertising spend already placed with a media platform.
• Advertising and marketing campaigns once media spend has been committed or creative has been produced.
• Payment gateway and acquirer transaction fees, where the processor does not return them to us on a refund.

05If the fault is ours

If we fail to deliver what the proposal describes, our first step is to correct it at no charge within the defect-correction period stated in your proposal.

If we cannot correct it within a reasonable time, or we are unable to complete the engagement, you receive a full refund of the amounts paid for the affected undelivered work. This is not limited by the milestone rules above.

06How to request a refund

Send a written request to info@awnbh.info with the following, so we can process it without going back and forth:

• Your name and organization, as they appear on the proposal or invoice.
• The invoice number, or the proposal reference and date.
• The payment date, amount and method used.
• The reason for the request, and which deliverables or milestones it relates to.

07How long it takes

• We acknowledge every refund request within 2 business days.
• We assess and give you a written decision, with the calculation, within 7 business days of receiving the complete request.
• Approved refunds are issued within 10 business days of the decision.
• Refunds go back to the original payment method used for the purchase. We cannot refund to a different card, account or person.
• Where the payment was by card, your bank or card issuer may take a further 5–15 business days to show the refund on your statement. That period is outside our control.
• Bank transfer refunds are made to the account the original payment came from.

08Disputes

If you disagree with a refund decision, reply to us in writing and we will review it again. Write to us at info@awnbh.info. If we still cannot agree, the governing law and jurisdiction provisions in our Terms & Conditions apply.

Please contact us before raising a chargeback with your bank — most disputes are resolved faster directly.

09Changes to this policy

If we change this policy we update the date shown at the top of this page. The version in force when you paid is the version that applies to that purchase.