Refund &
Cancellation Policy.

Last updated · 01 January 2026

1 — Scope & applicability

This policy applies to all paid engagements with CYFIROW LLC: packaged services (our Website Walkthrough tiers), custom engagements (App Walkthroughs, Custom UI Elements, or bespoke work), and any add-ons. It supplements, and should be read together with, our Terms of Service and any written quote or Statement of Work (SOW) agreed for your specific engagement. Where the SOW contains terms that differ from this policy, the SOW controls. All prices and refund amounts are denominated in Euro (EUR).

2 — Packaged services (Website Walkthroughs)

Website Walkthrough packages are invoiced 100% upfront once the quote is approved.

2.1 — Before production begins

If you cancel before we have started production — i.e. before any design or animation work has been performed — you are entitled to a full refund, minus any processing fees charged by Stripe or PayPal that we cannot recover from the processor.

2.2 — After production begins, before delivery

If you cancel after we have begun production but before final delivery, you are entitled to a pro-rated refund calculated on the following basis:

• A fair share of the package price corresponding to the portion of work already completed;
• Less any non-cancellable third-party costs committed on your behalf (e.g. stock, licences, audio);
• The remainder is refunded within 14 days to the original payment method.

You are also entitled to receive all work-in-progress files produced up to the cancellation date, in their current state.

2.3 — After final delivery

Once we have delivered the final files described in the package or SOW, the engagement is considered complete and the full fee is earned. We do not issue refunds for completed engagements. If you believe a delivered item does not meet the specification, please raise it in writing within 14 days of delivery and we will remedy it at no additional cost under the warranty in our Terms of Service, within the 2 revision rounds included in every package.

3 — Custom engagements

Custom engagements (App Walkthroughs, Custom UI Elements, and bespoke work) follow the billing structure set out in the written quote — typically 50% at kickoff and 50% on delivery. Refunds for custom engagements follow the same pro-rated logic as §2, applied to the deposit paid: full refund of the deposit before production begins, pro-rated refund during production, no refund after acceptance of final delivery.

4 — Rush fees and small add-ons

Rush fees (fees for expedited turnaround) are non-refundable once paid, because they compensate for schedule disruption that has already been incurred. Small add-ons paid alongside a package follow the refund status of the parent engagement.

5 — Cancellation by CYFIROW

If we cancel an engagement for reasons other than your material breach — for example, a force-majeure event affecting our team — we will refund the pro-rated unused portion of your payment in full within 14 days, and, where possible, hand off the work to a vetted partner studio of your choice.

6 — Non-refundable items

The following are always non-refundable once paid:

• Rush fees (these pay for schedule disruption already incurred);
• Third-party licences purchased on your behalf (stock, fonts, plugins, music);
• Processor fees charged by Stripe or PayPal that those platforms do not refund to us;
• Work delivered and accepted.

7 — How to request a refund

To request a refund or cancellation, email contact@cyfirow.com from the address associated with the engagement. Please include:

• The invoice number(s) concerned;
• A brief description of the reason for the request;
• Your preferred refund method (original payment method is default).

We will acknowledge your request within 2 business days and respond with a refund calculation or decision within 7 business days.

8 — Refund method and timing

Approved refunds are issued to the original payment method — i.e. refunded to the same Stripe or PayPal transaction, or reversed on the same bank transfer. Once we initiate the refund, the time it takes to appear on your account depends on the processor and your bank — typically 5 to 10 business days for cards and up to 2 business days for PayPal.

9 — Chargebacks and disputes

If you have a concern with an invoice or a deliverable, we ask that you contact us first at contact@cyfirow.com so we can try to resolve it directly — this is almost always faster than a chargeback process. We take chargebacks seriously: a chargeback opened without first attempting to resolve the issue in writing with us will be contested with evidence of delivery and of this policy.

If a chargeback is initiated, we will cooperate fully with Stripe's or PayPal's dispute process, provide documentation, and pause any active work on the engagement until the dispute is resolved.

10 — Contact

Questions about this policy or a specific request should be sent to:

CYFIROW LLC
Attn: Billing
30 N Gould St Ste R
Sheridan, WY 82801
United States
Email: contact@cyfirow.com
Phone: +212 612-164-494