Refund Policy

This Refund Policy explains when and how refunds apply to services provided by SpikeSecure Technologies Pvt. Ltd. ("SpikeSecure", "we", "us" or "our"). It should be read together with our Terms of Service. Because our work is custom and fixed-scope, refunds are assessed against the work actually performed.

1. Deposits & advance payments

An advance deposit reserves our team's time and covers the initial discovery, planning and design work. Once that work has started, the deposit is non-refundable. If you cancel before any work has begun, we will refund the deposit less any third-party costs already incurred and a reasonable administrative/processing charge.

2. Milestone payments

Projects are billed against milestones. Payments for milestones that have been completed and delivered are non-refundable, as they represent work already performed. If you cancel mid-project, you are billed pro-rata for work completed and work in progress up to the cancellation date, and any balance is refunded.

3. When you may be eligible for a refund

• You cancel before the project kicks off (deposit refunded, less third-party costs and processing).
• We are unable to deliver an agreed milestone and cannot offer an acceptable resolution.
• A duplicate or incorrect payment was made — we refund the excess in full.

4. Non-refundable items

• Completed and delivered milestones, custom design or development work, and source code already handed over.
• Third-party costs paid on your behalf — domains, hosting, SSL, paid plugins/themes, licences, API usage and advertising spend.
• Time-based work (consulting, support hours) already performed.
• Discounted or promotional packages, unless required by law.

5. Retainers & subscription services

Ongoing maintenance, support or SEO retainers are billed per cycle. You may cancel future cycles with the notice stated in your agreement; the current cycle is not refundable once it has begun, but you continue to receive service through the end of the paid period.

6. How to request a refund

Email info@spikesecure.com with your project name, invoice reference and the reason for the request. We aim to review and respond within 7 business days, and approved refunds are processed to the original payment method within 7–14 business days, depending on your bank or payment provider.

7. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date at the top reflects the current version, and the policy in force at the time of your payment applies to that payment.