Refund &
Service Policy.

A formal project engagement begins when both of the following conditions are met:

• Both parties have agreed in writing to the project scope, timeline, deliverables, and total fee
• The agreed deposit has been received and confirmed by Forma Digital

Until both conditions are satisfied, no contract exists and no work will commence. Enquiries, discovery calls, and proposals do not create a binding agreement.

Our standard payment schedule is designed to align payment with project progress. Unless otherwise agreed in writing, the following structure applies:

Milestone payments become due at each agreed stage regardless of whether the subsequent phase has commenced. Payment of a milestone signifies acceptance of the deliverables for that phase.

3.1 Pre-Work Cancellation (Before Work Commences)

If a client cancels an engagement before any work has commenced (typically within 48 hours of deposit payment and before a project kickoff call has occurred):

3.2 Cancellation After Work Has Commenced

Once work has begun (discovery, planning, design, or development), the deposit is non-refundable. The deposit covers our team's time invested in project planning, research, and initial work.

If you cancel mid-project after a milestone payment has been made, you are entitled to receive all completed deliverables up to that milestone, but no refund will be issued for work already completed and approved.

3.3 Cancellation After Final Delivery

No refunds are issued after final deliverables have been handed over. If you are unhappy with the final output, please refer to Section 5 (Dispute Resolution) before initiating a chargeback or payment dispute.

3.4 Cancellation by Forma Digital

In the rare event that Forma Digital must cancel an engagement due to unforeseen circumstances (e.g., capacity constraints or force majeure events):

• A full refund of the deposit will be issued within 14 business days
• All work completed to date will be provided to the client at no additional charge

Approved refunds will be processed within 14 business days of written confirmation. Refunds will be issued via the same payment method used for the original transaction where possible.

Bank transfer fees and currency conversion losses, if any, are the responsibility of the client and will be deducted from the refund amount.

5.1 Client-Caused Delays

If a project stalls due to the client failing to provide content, feedback, or access within 30 calendar days of a formal request, we reserve the right to:

• Mark the project as “on hold” and reallocate team capacity
• Charge a project restart fee (minimum 10% of the remaining contract value) to resume work
• Revise the project timeline and delivery date

5.2 Forma Digital-Caused Delays

If we are responsible for significant delays beyond the agreed timeline (greater than 4 weeks without a mutually agreed extension), clients may request a fee reduction or renegotiate terms. We will work in good faith to find an equitable resolution.

Any additions to the agreed project scope — including new features, additional pages, redesigns of completed sections, or changes to core functionality — will be treated as change requests.

Change requests will be:

• Quoted separately with a revised fee and timeline estimate
• Subject to written approval before work commences
• Invoiced in advance or as part of the revised payment schedule

Accepting a change request constitutes agreement to the additional fees. Change request work is not eligible for refunds once completed.

For ongoing retainer or maintenance agreements (if applicable):

• Month-to-month retainers may be cancelled with 30 days written notice
• Prepaid retainer blocks are non-refundable for months already commenced
• Unused retainer hours do not roll over unless explicitly agreed in the retainer agreement

If you are dissatisfied with any aspect of our service, we ask that you contact us directly before initiating any formal dispute or chargeback.

Important:Initiating a payment chargeback without first following the dispute resolution process above is a breach of this policy and our Terms & Conditions. We reserve the right to pursue recovery of funds plus legal costs in such cases.

We understand that exceptional circumstances can arise. We evaluate requests on a case-by-case basis and may at our sole discretion offer:

• Partial refunds in cases of genuine hardship or extenuating circumstances
• Project credits applicable to future work
• Extended payment plans if financial difficulties arise mid-project

Such accommodations are at our absolute discretion and do not set precedent for future engagements.

To request a refund, report an issue, or ask about this policy, please contact us: