Payments made to BitreeBiz are generally non-refundable once work has started or access has been granted. We do issue refunds where a technical fault on our side caused a duplicate or incorrect charge. This policy explains exactly when that applies and how a refund is processed.
General position
All fees paid for design, development, hosting, subscriptions and support are non-refundable. Deposits secure project capacity and block other work, so they are not returnable once a project has been scheduled. This applies to one-off projects, monthly plans and annual plans alike.
When a refund is considered
A refund is reviewed only where the charge was caused by a technical problem rather than a change of mind. Examples include:
- Duplicate charge — the same invoice was charged twice for one order or billing period.
- Duplicate order — a checkout or subscription was created twice by mistake due to a system error.
- Failed provisioning — payment succeeded but the service or product was never activated, and we cannot activate it.
- Incorrect amount — the amount captured by the payment gateway does not match the invoice total.
- Unauthorised use of your card — a payment was made with your card without your permission.
In these cases we correct the charge by refunding the excess amount, by reversing the duplicate transaction, or by crediting it against your next invoice if you prefer.
When a refund is not available
- Change of mind after a subscription, plan or project has started.
- Unused days, features or licences within a billing period.
- Work that has already been delivered, approved or handed over.
- Third-party costs already paid on your behalf, such as domains, licences, plugins, hosting or payment gateway fees.
- Delays or outages caused by third-party providers outside our control.
- Accounts suspended or terminated for a breach of our Terms & Conditions or Fair Use Policy.
- Failure to cancel a recurring plan before the next renewal date.
How to request a refund
Email [email protected] within 14 days of the charge with the invoice number, the payment date, the amount and a short description of the problem. If the charge appears on your card statement, include the reference shown there. We may ask for a screenshot of the duplicate transaction or of the payment receipt.
Review and decision
We acknowledge refund requests within two working days and give a decision within seven working days of receiving the information we need. Approved refunds are issued to the original payment method only. We do not issue cash refunds or transfer refunds to a different card or account.
Processing time
Approved refunds are submitted through Stripe, our payment processor, on the same day the request is approved. Stripe usually returns the funds within 5 to 10 business days, but the exact timing depends on your bank or card issuer. We can provide the Stripe refund reference so you can follow up with your bank if needed.
Chargebacks
Please contact us before raising a chargeback with your bank. A chargeback freezes the amount while the case is investigated and can take several weeks. If a chargeback is raised without contacting us first, we may suspend the related service until the case is resolved, and we may recover the dispute fee charged by the payment provider where the chargeback is found to be unfounded.
Cancellation
Cancelling a recurring plan stops future renewals; it does not refund the current period. Cancelling a project stops future milestones, and fees for work completed up to the cancellation date remain payable. Cancellation terms for a specific engagement are set out in the accepted quotation or service agreement.
Changes to this policy
We may update this policy to reflect changes in our services or in payment regulations. The version published on this page at the time of your payment applies to that payment.
Contact us
Refund questions can be sent to [email protected]. Please include your invoice number so we can locate the payment quickly.