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Refund & Cancellation Policy

Last updated 10 Nov 2026 · Operated by [Registered business name] (trading as Craftnet)

In short: cancel before work starts for a full refund; once an engagement has started you pay for the work done and get the rest back; accepted reports and used advisory hours are not refundable.

1. Cancelling before payment

Unpaid orders, quotes and invoices can be cancelled at any time at no cost — they also expire automatically.

2. When you can get a refund

  • Before work starts: cancel before you send your brief or give us access for a full refund. Workshops can be rescheduled free with 48 hours’ notice.

  • Engagement in progress: we refund the part of the work not yet done, based on the stages in the engagement plan (for example interviews, review, report). We send you the breakdown.

  • Milestones: a paid milestone that hasn’t started is fully refundable; one in progress is refunded pro-rata; an accepted milestone is not refundable.

  • Fractional CTO plans: cancel at any time and we refund the unused hours of the current prepaid period. Pay-as-you-go advisory hours that haven’t been used are refundable.

  • Reports and findings you have accepted (or that are accepted automatically 7 days after delivery) are not refundable, because the value of advice is in reading it. If a report doesn’t cover what the scope promised, we complete it or refund the missing part.

Refunds go back to the same account or wallet you paid from, normally within 5–10 working days of approval.

3. How to ask for a refund

  1. Open the order in Account → Orders or contact us (choose “Payments & refunds”) with your order number and the reason.
  2. We reply within 2 working days and decide within 7 working days. If we need more information we’ll ask.
  3. Approved refunds are sent to the same account or wallet you paid from, normally within 5–10 working days. Your bank or wallet may take a little longer to show it.

4. Duplicate or mistaken payments

If you were charged twice for the same order, or paid for an order that had already expired, we refund the extra payment in full as soon as we confirm it with our payment provider — you don’t need to ask, but you can.

5. Payment reversals

Please contact us before asking your bank to reverse a payment — we can usually fix things faster. If a payment is reversed, the related service or access is stopped while we look into it.

6. Your statutory rights

This policy doesn’t affect your rights under the consumer-protection law of your province. If we can’t agree, you can approach the consumer court for your district.

Milestones, packages and recurring plans

  • A milestone that is paid but not yet started is fully refundable.
  • A milestone in progress is refunded pro-rata to the work not yet done under the agreed scope. We explain how we worked it out.
  • An accepted milestone (accepted by you, or automatically 7 days after delivery) is not refundable, except where the work turns out to be faulty.
  • Packages: before you send your brief you can cancel for a full refund. After work starts, the in-progress rule above applies.
  • Recurring plans: cancel at any time and we refund the unused part of the current prepaid period, less any work already delivered in it. A refunded renewal shortens your service period accordingly.

Questions about this policy? Email [email protected] or use our contact form.