Refund & Cancellation Policy

Effective Date: January 1, 2026

This Refund & Cancellation Policy applies to paid engagements with Matriye Technologies Pte. Ltd. ("Matriye Technologies", "we", "us") for AI development, custom software development, mobile app development, web development, SaaS development, and related digital transformation services. Because every engagement is scoped individually via a signed proposal or Statement of Work (SOW), the specific payment schedule, milestones, and refund terms stated in that signed agreement always take precedence over this general policy. This page describes our standard approach where a signed agreement does not specify otherwise.

1. Milestone-Based Payments

Most engagements are billed in milestones tied to project phases (e.g. discovery/scoping, design, development sprints, UAT, deployment) rather than a single upfront payment. This structure is designed to protect both parties: you only pay for work that has been delivered or is in active progress, and we are compensated fairly for completed phases.

2. Refund Eligibility

• Before work begins: If you cancel after paying a deposit or advance but before any discovery, design, or development work has started, we will refund the amount paid, less any bank/payment-gateway processing fees already incurred.
• After work has started: Once work on a milestone has begun, that milestone's fee is generally non-refundable, as it reflects time, resources, and engineering effort already committed. Any milestones not yet started remain eligible for a refund if the engagement is cancelled.
• Delivered & accepted milestones: Payments for milestones that have been delivered and formally accepted (via written sign-off or continued use) are non-refundable.
• Subscription/retainer engagements: For ongoing monthly retainers or dedicated-team engagements, fees already paid for the current billing cycle are non-refundable, but no further billing will occur after a valid cancellation notice (see Section 3).

3. Cancellation Notice

Either party may cancel an ongoing engagement by providing written notice via email, subject to the notice period specified in the signed SOW or contract (typically 15–30 days for retainer/dedicated-team engagements, allowing for orderly handover of code, documentation and credentials). Fixed-scope project engagements may be cancelled at any milestone boundary as described in Section 2.

4. Quality & Dispute Resolution

If you believe delivered work does not meet the agreed specification in your signed SOW, please raise this in writing within 7 business days of delivery so our team can review and remediate. We prioritize fixing legitimate scope/quality gaps through revision cycles (as defined in your contract) before any refund discussion. Disputes that cannot be resolved through revision will be handled per the dispute-resolution and governing-law clauses in your signed agreement, or otherwise under the laws of Singapore.

5. Consultations & Free Estimates

Free consultations booked via Calendly and free project estimates provided through our website forms are complimentary and not subject to this policy, as no payment is collected for them.

6. Refund Method & Timeline

Approved refunds are issued to the original payment method used, typically within 10–15 business days of approval, subject to your bank or payment provider's own processing timelines.

7. Contact

For any billing, cancellation, or refund query, please contact us at sales@matriye.com referencing your project/invoice details, or reach out to your assigned project/account manager directly.