Cancellation and refund policy

This policy is issued by SmallBay Digital LLP. It states how cancellations, refunds and the audit credit work for the three things we sell: the Automation Audit, fixed-scope builds, and care plans. The same terms are written into every statement of work. Where a signed statement of work says something different, the signed document applies.

1. The Automation Audit

The audit costs $500, takes one to two weeks and ends with a written report: findings by severity, each with a fixed price to fix.

• Credit. The $500 is credited in full against any build you start with us within 90 days of the report.
• Satisfaction. If the report is not useful to you, tell us within 7 days of receiving it and we refund the $500 in full. No form, no argument.
• Cancelling before it starts. Cancel any time before the first working session and we refund the $500 in full.
• Cancelling during. Cancel after work has started and we deliver what has been mapped so far, and the credit still applies.

2. Builds

Builds are fixed scope and fixed price, run in two-week sprints, and are invoiced per the payment schedule in the statement of work (usually a deposit, then a payment at each sprint review).

• Before the first sprint. Cancel before the first sprint starts and we refund the deposit, less any third-party costs we have already paid on your behalf, which we itemise.
• Between sprints. You may stop at the end of any sprint by telling us before the sprint review. You pay for sprints completed. Nothing is owed for sprints not started. You keep everything built so far: it lives in your accounts.
• Mid-sprint. A sprint already in progress is payable in full, because the team is booked for it.
• If we cancel. If we cannot deliver the agreed scope, you pay only for accepted work and we refund any payment made for work not accepted.

3. Hypercare and care plans

• Hypercare is included with every build for 60 days after go-live. It cannot be cancelled or refunded separately because it is not charged separately.
• Care plans are billed monthly in advance. Cancel with 30 days' notice by email. The plan ends at the end of the paid month and nothing further is charged. Months already paid are not refunded, except where we failed to meet the response times in the plan, in which case that month is credited.

4. How to cancel or request a refund

1. Email hello@smallbaydigital.com from the address on your statement of work. Say which engagement and what you want to happen.
2. We confirm receipt within one business day and the outcome within three business days.
3. Approved refunds go back to the original payment method within 7 business days. Bank and card processors can take a further 5 to 10 business days to show it.

5. What is not refundable

• Third-party subscriptions, licences and usage fees bought in your name or on your behalf. These follow the provider's own terms.
• Sprints that have started.
• Work you have accepted at a sprint review.

6. Ownership on cancellation

Everything we build lives in accounts you own, with admin access, documentation and code. Cancelling does not change that. We hand over anything still in our hands within 5 business days and remove our own access.

7. Disputes

If we disagree, the signed statement of work decides. Where it is silent, this page decides. Questions go to hello@smallbaydigital.com or +91 99015 71683.