1. Overview
At MLM Softworks, we take our commitments seriously. This Refund Policy explains when you are entitled to a full or partial refund for software development, hosting or support services, and how to request one.
Because software development involves significant upfront labour, our refund policy is milestone-based — you pay as we deliver, and refunds apply to amounts paid for work not yet completed.
2. Refund Scenarios
🚫
We fail to start the project within 10 working days of advance payment
If we have not begun any development work within 10 working days of receiving your advance payment (and this delay is entirely our fault), you are entitled to a full refund of the advance amount.
✓ Full Refund
⚠️
You cancel the project before development begins
If you cancel the project after signing the agreement but before any development work has started, a 10% administrative fee is retained and the remaining advance is refunded.
◑ 90% Refund
🔄
You cancel the project mid-development
If you cancel after development has begun, we retain payment proportional to the work completed up to the cancellation date. Completed milestones are non-refundable. Amounts paid beyond completed milestones are refunded.
◑ Partial Refund (pro-rated)
🐛
The delivered software has critical bugs that we fail to fix
If the software contains critical defects that render it substantially non-functional, and we fail to resolve them within 30 days of written notice despite reasonable effort, you may request a partial refund of the final milestone payment. We will negotiate in good faith to find a fair resolution.
◑ Partial Refund (case-by-case)
✅
Software delivered as agreed and you change your mind
If the software has been delivered materially in accordance with the agreed specification and you simply decide you no longer want it, no refund is available. The work has been completed and delivered.
✗ No Refund
📅
Hosting / Annual Maintenance Contract (AMC) cancellation
Monthly hosting fees are non-refundable once a month has commenced. Annual AMC fees are refundable on a pro-rated basis for remaining full months if cancelled with 30 days' written notice.
◑ Pro-rated Refund
3. Non-Refundable Items
The following are never refundable:
- Completed development milestones that have been demonstrated and approved
- Third-party costs we have incurred on your behalf (domain registrations, API fees, payment gateway setup, app store fees)
- Rush/expedited delivery fees
- Translation and localisation work once completed
- Training sessions that have been conducted
- The current month's hosting fee once commenced
4. How to Request a Refund
To request a refund, please email [email protected] with:
- Your project reference number or invoice number
- The reason for the refund request
- The amount you believe you are owed
- Any relevant supporting documentation
We will acknowledge your request within 2 business days and respond with our assessment within 7 business days.
5. Refund Timeline
Approved refunds are processed within 14 business days of written approval. Refunds are made via the same payment method used for the original payment. International wire transfer fees are deducted from the refund amount.
6. Disputes
If you disagree with our refund decision, the matter shall be resolved through the dispute resolution process outlined in our Terms of Service — first through good-faith negotiation, then binding arbitration if necessary.
For refund enquiries: [email protected] or use our Contact Form.
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