Refund & Cancellation Policy

1. Overview

SOHOON Technologies ("SOHOON", "we", "us") provides bespoke software development, design, digital marketing and related agency services. Because our work is custom and labour-intensive, our refund policy reflects the costs and commitments involved at each project stage. We encourage all clients to read this policy before placing an order or making a payment.

2. Deposits

Most projects require an upfront deposit before work begins. The deposit amount is stated in your proposal or Statement of Work (SOW). Deposits are generally non-refundable because they secure your place in our production schedule and fund the initial discovery, planning and design work performed before any refund could be requested.

An exception applies where SOHOON is unable to commence work at all due to our own failure — in that circumstance, the full deposit will be refunded.

3. Milestone-based projects

Projects structured around milestones (as defined in the SOW) are paid per milestone. Once a milestone payment is made and the corresponding work has been delivered and approved (or the review period has elapsed without written objection), that milestone payment is non-refundable.

If you cancel after a milestone has been paid but before it has been delivered, we will refund a proportionate amount corresponding to work not yet performed, less any costs already incurred (for example, third-party licences or subcontractor costs).

4. Cancellation by the client

You may cancel a project at any time by providing written notice to info@sohoon.com. On cancellation:

• All work completed up to the cancellation date is billable at the rates in the SOW or at our standard hourly rate.
• Any costs already incurred on your behalf (domain registrations, third-party tools, stock assets, subcontractor fees) are payable in full.
• If the total billable amount is less than the deposit paid, we will refund the difference, subject to a reasonable administration fee.
• If the total billable amount exceeds any payments already made, you remain liable for the outstanding balance.

5. Cancellation by SOHOON

We may cancel a project if: (a) you are in material breach of our Terms and Conditions and fail to remedy it within 14 days of notice; (b) your account remains more than 60 days overdue after notice; or (c) circumstances arise that make continued delivery impossible or unlawful.

Where we cancel due to our own inability to perform (and not due to your breach), we will refund payments for work not yet delivered and not yet committed to subcontractors or third-party costs.

6. Hosting, domain and subscription services

Hosting, domain registration and similar infrastructure services are invoiced in advance and are generally non-refundable once activated, because costs are incurred with providers at the point of provisioning. We will make commercially reasonable efforts to issue partial credit for complete unused periods on hosting plans, but refunds are not guaranteed.

Domains registered on your behalf cannot be refunded after registration.

7. Defective deliverables

If a deliverable materially fails to conform to the agreed specification within the warranty period (30 days from delivery), we will correct it at no additional cost as set out in our Terms and Conditions. Correction is our primary remedy for defective work. Refunds for defective deliverables are only considered where we are unable to correct the defect within a reasonable time and the defect is material.

8. Retainer and ongoing service agreements

Monthly retainer or ongoing service agreements may be cancelled with 30 days' written notice unless a different notice period is specified in the agreement. Fees for the current notice period are payable in full. Prepaid retainer fees for periods beyond the notice window will be refunded, less any work already performed or committed.

9. How to request a refund

To initiate a refund or cancellation request:

1. Email info@sohoon.com with the subject line "Refund / Cancellation Request — [Your Project Name]".
2. Include your name, company, project name, invoice reference(s) and the reason for the request.
3. We will acknowledge your request within 3 business days and respond with a final determination within 10 business days.
4. Approved refunds are processed within 14 business days to the original payment method where possible.

10. Disputes

If you disagree with our determination, we encourage you to raise the matter in writing for escalation to senior management. We aim to resolve all disputes fairly and promptly. Nothing in this policy limits your statutory consumer rights where applicable under the laws of your jurisdiction.

11. Contact

For questions about this policy:
SOHOON Technologies
Email: info@sohoon.com
Phone: +44 7700 101360