Refund Policy

Last Updated: January 15, 2025

1. Introduction

This Refund Policy governs the refund and cancellation terms for services provided by HoloForge, a company registered in Singapore with registration number 47753403, located at 72 Jalan Doe Bridge, Singapore 724865.

Given the custom, time-intensive nature of AR VR game development services, our refund policy differs from standard product-based businesses. We invest significant professional resources into each project from the initial consultation phase forward.

By engaging our services, you acknowledge and agree to the terms outlined in this Refund Policy. This policy should be read in conjunction with our Terms & Conditions and any specific project agreements executed between parties.

2. General Refund Principles

Our refund policy is based on the following principles:

  • Fair Compensation: We are entitled to fair compensation for work completed and time invested
  • Milestone-Based: Refunds are calculated based on project milestones and deliverables
  • Good Faith: Both parties should act in good faith during cancellation and refund processes
  • Documented Work: Refund determinations are based on documented work completed
  • Transparency: We provide clear communication about refund eligibility and calculations

3. Initial Consultation and Discovery Phase

3.1 Free Initial Consultation

Initial consultations (typically 30-60 minutes) discussing your project requirements are provided at no charge and require no commitment. No refunds are applicable as no payment is collected.

3.2 Paid Discovery/Scoping Phase

If you engage us for a detailed discovery or scoping phase (requirements analysis, technical feasibility assessment, detailed proposals):

  • First 48 Hours: Full refund if you cancel within 48 hours of payment and before significant work begins
  • After Work Begins: No refund for discovery services once work has commenced, as this represents completed deliverables
  • Deliverables: You retain documentation and analysis completed up to cancellation point

4. Project Development Services

4.1 Deposit/Initial Payment Refunds

Initial project deposits (typically 30-50% of project value) are generally non-refundable once project work commences because:

  • We allocate team resources and schedule capacity
  • We begin project planning, architecture, and setup
  • We may decline other opportunities to accommodate your project
  • Initial phases involve significant strategic and planning work

4.2 Refund Eligibility Before Project Commencement

If you cancel BEFORE any project work begins:

  • Within 7 days of deposit: 75% refund (25% administrative fee retained)
  • 8-14 days after deposit: 50% refund (50% fee for scheduling and opportunity cost)
  • 15+ days after deposit: No refund (significant planning and resource allocation completed)

4.3 Refunds During Active Development

Once project development is underway:

  • You have paid for work completed to date based on milestones
  • No refund is provided for completed and approved milestones
  • Partial refund may apply to payments for uncompleted milestones
  • Work-in-progress is evaluated at fair market value

4.4 Milestone Payment Refunds

For milestone-based payment structures:

  • Completed Milestones: Non-refundable once approved and accepted by client
  • In-Progress Milestones: Refund of percentage representing uncompleted work
  • Future Milestones: Full refund of payments for milestones not yet started

5. Subscription and Retainer Services

5.1 Monthly Retainers

For ongoing monthly retainer arrangements:

  • Current Month: Non-refundable for the current billing period
  • Cancellation Notice: 30 days written notice required
  • Unused Hours: No refunds for unused hours within monthly allocation
  • Future Months: No charges for periods after cancellation effective date

5.2 Prepaid Service Packages

If you purchase prepaid service packages:

  • Unused Services: Refundable within 90 days of purchase if less than 25% utilized
  • Partial Use: Prorated refund based on services consumed at standard rates
  • After 90 Days: No refunds after 90-day period regardless of utilization

6. Circumstances Warranting Refunds

6.1 Non-Performance by HoloForge

You may be entitled to a full or partial refund if:

  • We fail to deliver contractually agreed-upon milestones within reasonable timeframes
  • Deliverables substantially fail to meet agreed specifications
  • We abandon the project without cause
  • We commit material breach of contract

Refund claims must be submitted in writing with documentation of the claimed breach or non-performance.

6.2 Mutual Agreement

If both parties mutually agree that the project should be terminated, refund terms will be negotiated based on:

  • Work completed to date
  • Expenses incurred
  • Fair compensation for time invested
  • Value of deliverables provided

6.3 Force Majeure

In cases where project continuation becomes impossible due to force majeure events (natural disasters, pandemics, war, government actions), refunds will be calculated on a good-faith basis considering work completed and both parties' circumstances.

7. Non-Refundable Circumstances

No refunds will be provided in the following circumstances:

7.1 Client-Caused Issues

  • Failure to provide necessary materials, access, or feedback
  • Repeated changes to project scope or requirements
  • Unrealistic expectations not addressed during scoping
  • Dissatisfaction with approved deliverables after acceptance
  • Changes in business strategy or priorities

7.2 Completed and Delivered Work

  • Milestones formally accepted and approved
  • Deliverables already provided and in client's possession
  • Completed research, planning, or consultation services
  • Licensed third-party assets purchased on client's behalf

7.3 Third-Party Costs

  • Platform fees (app store fees, developer accounts)
  • Third-party software licenses obtained for the project
  • Hosting, server, or infrastructure costs
  • External contractor or freelancer payments

7.4 Intellectual Property Usage

  • If client has used, published, or benefited from deliverables
  • If client has incorporated work into their products
  • If confidential methodologies or techniques have been shared

8. Refund Request Process

8.1 How to Request a Refund

To request a refund:

  1. Submit a written refund request to [email protected]
  2. Include your project details, invoice numbers, and payment records
  3. Clearly explain the reason for the refund request
  4. Provide any supporting documentation
  5. Specify the amount you believe you're entitled to and why

8.2 Review Timeline

We will:

  • Acknowledge your request within 3 business days
  • Review the request and project documentation
  • Respond with a decision within 14 business days
  • Provide explanation if request is denied or partially approved

8.3 Dispute Resolution

If you disagree with our refund decision:

  • Request a detailed explanation in writing
  • Provide additional documentation supporting your claim
  • Request mediation for disputes over $5,000 USD
  • Follow dispute resolution procedures in our Terms & Conditions

9. Refund Processing

9.1 Approved Refunds

Once a refund is approved:

  • Refunds are processed within 10 business days
  • Refunds are issued to the original payment method when possible
  • Bank transfer refunds may take 5-10 additional business days
  • Credit card refunds appear within 1-2 billing cycles
  • PayPal refunds are typically immediate

9.2 Deductions from Refunds

Approved refunds may be subject to deductions for:

  • Payment processing fees (typically 3-5%)
  • Bank transfer fees for international refunds
  • Administrative costs for refund processing
  • Currency conversion fees if applicable

9.3 Partial Refunds

Partial refunds are calculated based on:

  • Percentage of project completed
  • Value of deliverables provided
  • Time and resources invested
  • Contractual milestone completion

10. Project Cancellation Terms

10.1 Client-Initiated Cancellation

If you cancel a project:

  • Provide written notice to [email protected]
  • Minimum 14 days notice preferred
  • All outstanding invoices become immediately due
  • Refund eligibility determined per this policy
  • Work-in-progress delivered in current state
  • Source files and assets provided based on payment status

10.2 HoloForge-Initiated Cancellation

We may cancel projects if:

  • Client fails to make timely payments
  • Client violates contract terms
  • Project becomes technically infeasible
  • Client engagement prevents progress

In such cases, refunds are calculated fairly based on work completed.

10.3 Termination Fees

Early termination may incur fees of:

  • 25% of remaining contract value for client-initiated cancellation
  • No termination fee for HoloForge-initiated cancellation due to client breach
  • Negotiated fees for mutual termination agreements

11. Post-Launch Support and Maintenance

11.1 Support Periods

For included post-launch support periods:

  • No refunds once support period begins
  • Unused support time does not carry forward
  • Support is specific to delivered project

11.2 Extended Support Contracts

For purchased extended support agreements:

  • 30-day money-back guarantee if no support requested
  • Prorated refund for cancelled annual contracts (minimum 6 months)
  • No refund for month-to-month agreements

12. Quality Guarantee

12.1 Our Commitment

We guarantee that:

  • Work will be performed professionally
  • Deliverables will substantially meet specifications
  • We will address issues identified during acceptance testing
  • Major bugs will be fixed within warranty period

12.2 Remedy for Quality Issues

If deliverables fail to meet specifications:

  • We will correct issues at no additional charge
  • If issues cannot be resolved, partial refund may be negotiated
  • Full refund only in cases of complete non-performance

13. Special Circumstances

13.1 Technical Impossibility

If a project becomes technically impossible to complete:

  • We will notify you immediately with documentation
  • We will refund payments for uncompleted work
  • We retain payment for work completed to that point
  • Alternative solutions may be proposed

13.2 Platform Changes

If target platforms (app stores, VR platforms) change policies making project infeasible:

  • We will work with you to find alternatives
  • Refunds based on completed work if no solution exists
  • No refund for third-party platform changes beyond our control

13.3 Client Business Changes

If your business circumstances change (acquisition, closure, pivot):

  • Standard cancellation terms apply
  • No special refund consideration for business changes
  • Payment obligations continue regardless of your business status

14. Chargebacks and Payment Disputes

Initiating a chargeback or payment dispute:

  • Should only occur after exhausting our refund process
  • May result in immediate suspension of services
  • May incur additional fees and legal costs
  • Damages our business relationship

We actively contest unwarranted chargebacks with documentation of services provided. Please contact us directly to resolve payment concerns before involving payment processors or banks.

15. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

  • Be posted on our website with updated date
  • Not affect existing contracts unless mutually agreed
  • Apply to new engagements after the change date
  • Be communicated to active clients if materially different

Specific project agreements may contain refund terms that supersede this general policy.

16. Contact Information for Refund Requests

For all refund-related inquiries and requests:

HoloForge
72 Jalan Doe Bridge
Singapore 724865
Singapore

Email: [email protected]
Phone: +3815008187372
Registration Number: 47753403

Please include "REFUND REQUEST" in your email subject line for faster processing.

17. Governing Law

This Refund Policy is governed by the laws of Singapore. Any disputes arising from refund requests or this policy shall be resolved according to the dispute resolution procedures outlined in our Terms & Conditions.

18. Acknowledgment

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that custom software development services are substantially different from product purchases and that refund terms reflect the nature of professional services.