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Refund Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
Important Notice: This Refund Policy applies to all services provided by Neongold Studios, including cloud services, mobile development, game development, UI/UX design, and technology consulting. Please read carefully before engaging our services.
1. Overview
At Neongold Studios, we strive to deliver exceptional technology solutions that exceed client expectations. We understand that circumstances may arise where a refund is necessary. This policy outlines the conditions, procedures, and timelines for requesting refunds on our services.
2. Service-Specific Refund Terms
2.1 Cloud Services
Initial Setup and Configuration
- Cooling-Off Period: 7 days from contract signing for new clients
- Refund Amount: 100% of deposit if no work has commenced
- Partial Refund: Pro-rated based on hours worked if setup has begun
Monthly Retainer Services
- Cancellation Notice: 30 days written notice required
- Current Month: No refund for current billing period
- Unused Hours: Not refundable or transferable
- Annual Contracts: Pro-rated refund for remaining months minus 20% early termination fee
Infrastructure Costs
- Third-Party Services: AWS, Google Cloud, Azure costs are non-refundable
- License Fees: Software licenses purchased on client's behalf are non-refundable
- Migration Costs: Non-refundable once data migration begins
2.2 Mobile Development
Fixed-Price Projects
| Project Stage |
Refund Eligibility |
Refund Amount |
| Before work starts |
Yes |
100% minus admin fee (€250) |
| Discovery/Planning phase |
Yes |
80% of remaining balance |
| Design phase |
Conditional |
60% of remaining balance |
| Development phase |
Conditional |
40% of remaining balance |
| Testing/QA phase |
No |
0% - project near completion |
| Post-deployment |
No |
0% - project delivered |
App Store Submissions
- Rejection by App Store: We will make up to 3 revision attempts at no additional cost
- Rejection due to client content: Additional fees apply, no refund
- Apple/Google fees: Non-refundable
Cross-Platform vs Native Development
- Technology Switch: If switching from Flutter to Native (or vice versa) mid-project, no refund for completed work
- Scope Changes: Major scope changes void refund eligibility
2.3 Game Development
Milestone-Based Payments
Game development projects are typically structured with milestone payments:
- Concept & Design (20%): 50% refundable if cancelled before completion
- Prototype Development (20%): 30% refundable if cancelled before completion
- Alpha Build (20%): 20% refundable if cancelled before completion
- Beta Testing (20%): Non-refundable once reached
- Final Delivery (20%): Non-refundable
Asset Creation
- 3D Models: Non-refundable once delivered and accepted
- Character Designs: 50% refundable if rejected in initial review
- Sound/Music: Non-refundable once custom created
- Animation: Pro-rated refund based on completion percentage
Engine Licensing
- Unity/Unreal fees: Non-refundable third-party costs
- Plugin purchases: Non-refundable once integrated
2.4 UI/UX Design Services
Design Packages
- Initial Concepts (30%): 70% refundable if all concepts rejected
- Wireframes (20%): 50% refundable before finalization
- High-Fidelity Mockups (30%): 30% refundable before delivery
- Design System (20%): Non-refundable once delivered
Revision Rounds
- Standard packages include 3 revision rounds
- Additional revisions billed separately (non-refundable)
- Unlimited revision requests void refund eligibility
2.5 Technology Consulting
Hourly Consulting
- Prepaid Hours: Unused hours refundable within 90 days
- Refund Processing: 15% administrative fee applied
- Expired Hours: No refund after 90-day validity period
Strategic Assessments
- Before Report Delivery: 50% refundable
- After Report Delivery: Non-refundable
- Implementation Phase: Separate agreement, subject to standard terms
3. Non-Refundable Items
The following are strictly non-refundable under all circumstances:
- Third-Party Costs: Cloud hosting fees, API subscriptions, software licenses, domain registrations
- Completed Deliverables: Any work product delivered and accepted by client
- Time-Based Services: Consulting hours, support time, training sessions already provided
- Rush Fees: Expedited delivery charges
- Travel Expenses: On-site visits, conference attendance
- Subcontractor Costs: Specialist services, voice actors, illustrators
- Legal/Administrative: Contract preparation, NDA processing, compliance documentation
4. Refund Request Process
4.1 How to Request a Refund
- Submit Written Request
- Email: billing@neongoldstudios.de
- Include: Client name, project name, invoice number, reason for refund
- Attach: Supporting documentation if applicable
- Review Period
- We will acknowledge your request within 2 business days
- Review process takes 5-7 business days
- May request additional information or clarification
- Decision Notification
- Written response with approval or denial
- If denied, detailed explanation provided
- If approved, refund amount and timeline specified
- Refund Processing
- Approved refunds processed within 10 business days
- Refunded to original payment method
- Confirmation email sent upon completion
4.2 Required Documentation
To expedite your refund request, please provide:
- Original signed contract or service agreement
- Payment receipts and invoice numbers
- Communication history relevant to the refund reason
- Detailed explanation of dissatisfaction (if applicable)
- Evidence of reported issues (screenshots, error logs, etc.)
4.3 Refund Timeline
| Payment Method |
Processing Time |
Notes |
| Credit Card |
5-10 business days |
Depends on card issuer |
| PayPal |
3-5 business days |
Instant to PayPal balance |
| Bank Transfer (SEPA) |
2-5 business days |
Within EU |
| International Wire |
7-14 business days |
Bank fees may apply |
5. Conditions for Refund Eligibility
5.1 Quality Issues
Refunds may be granted if deliverables:
- Do not meet specifications outlined in signed Statement of Work
- Contain critical bugs that cannot be resolved within reasonable timeframe
- Fail to perform essential functions as promised
- Deviate significantly from approved designs without authorization
Process:
- Report issues in writing with detailed documentation
- Allow reasonable time for correction attempts (typically 14 days)
- Participate in good faith to resolve issues
- Refund considered if resolution impossible
5.2 Service Failures
Refunds may be granted if we:
- Miss critical deadlines by more than 30 days without valid reason
- Fail to deliver promised features or functionality
- Cannot provide services due to internal issues
- Breach material terms of service agreement
5.3 Mutual Agreement
Either party may propose project termination with negotiated refund terms if:
- Project requirements change fundamentally
- Technical feasibility issues arise
- Budget constraints require project scaling
- Timeline expectations cannot be met
6. Refund Denials
6.1 Reasons for Denial
Refund requests will be denied if:
- Client-Caused Delays: Project delays due to late feedback, unavailable stakeholders, or incomplete information
- Scope Misunderstanding: Client expectations beyond documented scope
- Change of Mind: Simple change of business direction or priorities
- Subjective Dissatisfaction: Aesthetic preferences not communicated during approval phases
- Third-Party Issues: Problems with client's hosting, databases, or other infrastructure
- Post-Delivery Requests: Refund requests after final acceptance and sign-off
- Unreasonable Demands: Requests for features never discussed or quoted
6.2 Appeal Process
If your refund request is denied and you wish to appeal:
- Submit written appeal within 14 days of denial
- Provide additional evidence or clarification
- Senior management will review appeal
- Final decision made within 10 business days
- Decision is final and binding
7. Partial Refunds
7.1 Calculation Method
Partial refunds are calculated based on:
- Time Investment: Hours worked by development team
- Project Completion: Percentage of deliverables completed
- Third-Party Costs: Non-refundable expenses incurred
- Milestone Progress: Work completed in current milestone
7.2 Example Scenarios
Scenario 1: Mobile App Development
- Total Project Cost: €50,000
- Deposit Paid: €25,000 (50%)
- Project Stage: Design phase (40% complete)
- Cancellation Request: Client changes business direction
- Refund Calculation:
- Work completed: €10,000 (40% of design phase)
- Third-party costs: €2,000 (design tools, stock assets)
- Admin fee: €1,000
- Refund Amount: €12,000 (€25,000 - €10,000 - €2,000 - €1,000)
Scenario 2: Cloud Services Retainer
- Monthly Retainer: €5,000
- Annual Contract: €60,000 (paid upfront for discount)
- Months Completed: 6 of 12
- Early Termination Request
- Refund Calculation:
- Remaining months: 6 x €5,000 = €30,000
- Early termination fee (20%): €6,000
- Refund Amount: €24,000
8. Dispute Resolution
8.1 Internal Resolution
Before pursuing external dispute resolution:
- Escalate to project manager for review
- Request mediation with senior management
- Attempt good-faith negotiation for 30 days
- Document all communication attempts
8.2 Mediation
If internal resolution fails:
- Agree to neutral third-party mediation
- Location: Landau in der Pfalz, Germany
- Costs split equally between parties
- Mediation decision non-binding but guides further action
8.3 Legal Action
As last resort:
- Disputes under €10,000: Small claims court in Germany
- Disputes over €10,000: Regional court with jurisdiction
- Governed by German law
- Prevailing party may recover legal costs
9. Special Circumstances
9.1 Force Majeure
If project cannot be completed due to extraordinary circumstances (pandemic, natural disaster, war, etc.):
- Full refund of unearned amounts
- No penalties or fees applied
- Client retains rights to completed work
- Mutual release from future obligations
9.2 Company Insolvency
In the unlikely event of business closure:
- Outstanding deposits refunded to extent possible
- Prioritized based on project start dates
- Completed work transferred immediately
- German insolvency law applies
9.3 Data Loss or Security Breach
If we experience data loss or security breach affecting your project:
- Immediate notification within 72 hours
- Full cooperation with remediation
- Refund of affected project phases
- Liability as outlined in service agreement
10. Refund Alternatives
10.1 Service Credits
Instead of monetary refund, we may offer:
- Credits toward future services (125% of refund value)
- Valid for 12 months from issue date
- Transferable to affiliated projects
- Can be combined with new project discounts
10.2 Project Renegotiation
We can restructure projects to better fit needs:
- Reduce scope to match revised budget
- Extend timeline to spread payments
- Pause project with retention of deposit
- Convert to different service type
10.3 Performance Guarantees
For ongoing services, we offer:
- Service Level Agreements (SLAs) with credits for downtime
- Performance benchmarks with refund triggers
- Quality guarantees with correction periods
11. Geographic Considerations
11.1 EU Consumer Rights
For EU consumer clients (not businesses):
- 14-Day Cooling Off: Right to cancel within 14 days of contract
- Early Commencement Waiver: Required if work starts before 14 days
- Proportional Payment: For work already performed
- Consumer Protection Laws: German and EU consumer protection applies
11.2 International Clients
For clients outside the EU:
- This refund policy takes precedence
- Local consumer protection laws may provide additional rights
- Currency exchange rate at time of original payment applies
- International transfer fees may be deducted from refund
12. Client Satisfaction Commitment
Beyond formal refund terms, we are committed to client satisfaction through:
- Transparent Communication: Regular updates and honest assessments
- Proactive Problem-Solving: Identifying and addressing issues early
- Quality Assurance: Rigorous testing before delivery
- Post-Launch Support: Warranty periods for bug fixes
- Continuous Improvement: Learning from every project
13. Policy Updates
This Refund Policy may be updated periodically. Changes will:
- Be posted on our website with revision date
- Not affect existing signed contracts retroactively
- Apply to new projects after effective date
- Be communicated to active clients via email
14. Contact Information
Acknowledgment: By engaging Neongold Studios' services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy works in conjunction with our Terms & Conditions and Privacy Policy to govern our business relationship.
Disclaimer: This Refund Policy does not limit any statutory rights you may have under German or EU consumer protection law. If you are a consumer (as opposed to a business), you may have additional rights that cannot be waived by this policy.
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