Cancellation and Refund Policy

This applies to engagements quoted as a defined scope with milestones, depending on the nature of the service and the scope of the project.

• If the Client cancels a fixed-scope project before work begins, any deposit paid is refunded in full less reasonable costs already committed by Hybytes on the Client's behalf (for example, pre-purchased licences or third-party tooling).
• If the Client cancels after work has started, Hybytes invoices for work performed and milestones reached up to the cancellation date, on a pro-rated or time-and-materials basis where a milestone was not yet complete. Amounts already invoiced for completed milestones are not refundable.
• If the Client terminates before the agreed completion date or scope is delivered, an early termination fee applies, covering Hybytes' unrecouped costs and expenses, an amount equal to the profit Hybytes would reasonably have expected to earn had the engagement been completed as scheduled, and an administrative fee of 10% to cover the costs of the termination process. The early termination fee is payable within 15 days of the termination date; Hybytes reserves the right to withhold deliverables until it is paid in full.
• If Hybytes is unable to deliver a material part of the agreed scope due to its own fault, the Client may request a refund of fees paid for that undelivered part, or re-performance at Hybytes' cost, at the Client's election.

• Retainer fees are charged monthly in advance and are non-refundable for the month in which cancellation notice is given, once that month has started.
• The Client may cancel a retainer by giving the notice period stated in the SOW (or 30 days if none is stated); Hybytes will continue service and billing through the notice period.
• Where Hybytes terminates a retainer without cause, any fees paid in advance for periods after the termination date are refunded on a pro-rata basis.

Monthly resource fees are payable for time worked and are not refundable once a billing month has started. Ending an engagement early is subject to the notice period in the SOW; fees for the notice period remain payable even if the Client releases the resource earlier.

Cancellation notices should be sent in writing to your Hybytes engagement lead and through our contact form, referencing the relevant SOW. We will confirm receipt and the effective cancellation date in writing.

Approved refunds are paid to the original payment account within 14 business days of the refund being agreed, unless a different method is agreed with the Client.