1. Scope
This policy applies to all services provided by Grove & Delta, LLC ("we", "us"), including website development, web application development, WeChat Mini Program development, custom software, design, and maintenance. It should be read together with our Terms of Service and any signed statement of work ("SOW").
Our services are professional services, not physical goods. Nothing is shipped and there is nothing to return.
2. Deposits
Fixed-scope projects normally start with a deposit, stated in the SOW. The deposit reserves your start date and covers initial discovery, planning, and design work. Once that work has been performed the deposit is earned and is not refundable, except where we cancel the project for our own convenience before starting work.
3. Milestones, review, and acceptance
- Each milestone is delivered for your review, and you have five business days to accept it or tell us in writing what does not conform to the agreed specification.
- We will correct anything that does not conform to the agreed specification at no additional cost.
- A milestone is treated as accepted if you do not respond within the review period, or if you put the deliverable into live production use, or if you request work on a later milestone.
- Requested changes that fall outside the agreed specification are quoted as additional work and agreed in writing before they are performed.
4. Refunds for fixed-scope projects
If you cancel a fixed-scope project part-way through, we calculate a final statement as follows:
- Work completed and accepted up to the cancellation date is charged at the milestone prices in the SOW.
- Work in progress that is not yet a completed milestone is charged on a pro-rata basis for time genuinely spent.
- Non-cancellable third-party costs already committed on your behalf (for example, licences, domains, or hosting purchased for the project) are charged at cost.
- If the amount already paid exceeds the total owed on that basis, we refund the difference within 14 days.
5. Retainers and maintenance agreements
Retainers and maintenance agreements are billed monthly in advance. You may cancel with 30 days' written notice. The current month is not refundable once the month has begun, because reserved capacity cannot be re-sold at short notice. Unused hours do not carry over between months unless the agreement says they do.
6. Non-refundable items
- Completed and accepted milestones.
- Work performed on an hourly basis and already reported to you.
- Third-party fees, licences, subscriptions, and domain or hosting costs purchased for your project.
- Payment processing fees charged to us by our payment providers, where permitted by law.
7. Cancellation by us
If we cancel a project for our own convenience, we refund any amount you have paid for work we have not performed, and we deliver work completed to the cancellation date. If we terminate for material breach of an agreement by you, this policy applies as if you had cancelled, and any undisputed amounts already due remain payable.
8. How to request a refund
Email [email protected] with the invoice number, the amount in question, and a short explanation. We acknowledge refund requests within one business day, respond substantively within five business days, and issue any agreed refund within 14 days of reaching agreement. Refunds are returned to the original payment method.
9. Billing disputes and chargebacks
If you believe an invoice is incorrect, contact us before raising a dispute with your bank or card issuer. Most issues are resolved the same week, and we will put the disputed portion of the invoice on hold while we investigate rather than suspending work.
We will always respond to a chargeback with the relevant signed SOW, delivery evidence, and correspondence, because payment providers require us to do so. If a chargeback is raised while an undisputed portion of an invoice remains unpaid, we may pause work until the balance is settled.
10. Your statutory rights
Nothing in this policy excludes or limits any right you have under applicable consumer law that cannot lawfully be excluded or limited. Where such a right applies, it prevails over this policy to the extent of any conflict.
11. Contact
Grove & Delta, LLC
Email: [email protected]