Last updated: January 2026
This Refund Policy explains how Maast Services handles refund requests for project-based digital services. Because the work we deliver is bespoke and resource-intensive, our refund framework reflects the milestone-based nature of digital project delivery while remaining fair to clients.
This policy applies to all project-based engagements including website development, web application development, mobile app development, e-commerce platforms, automation work, CRM development, design services and ongoing retainers. By making a payment for any Maast Services engagement you confirm that you have read, understood and accepted this policy.
The deposit collected at the start of a Project secures a delivery slot in our schedule and funds the discovery, planning, requirements gathering and initial design work that follows. Once requirements gathering or design work has begun, deposits are generally non-refundable. If a Project is cancelled before any planning or discovery work has commenced, we will refund the deposit less an administrative charge of £75 to cover account setup, payment processing and communication overhead.
If you decide to discontinue a Project after discovery and planning has started but before any design or development work has been carried out, you may request a partial refund. We will calculate the time already invested in discovery and planning at our standard hourly rate and refund the balance of any payments received, within 14 business days of agreeing the final figure.
Once design work has commenced and design files have been shared, the design portion of the Project fee becomes non-refundable. If you choose to cancel during the design phase, the development portion of any payment received will be refunded provided that no development work has begun. Approved design files remain available to you for any future work.
Once development work has started, refunds are calculated based on the percentage of agreed deliverables completed at the point of cancellation. We will provide a written breakdown showing completed milestones, work-in-progress items and any outstanding scope. Any balance owed is refunded within 14 business days. Where work completed exceeds the value of payments received, the outstanding balance is invoiced to the Client.
Following launch and approval, the Project is considered complete. Refunds are not provided for completed Projects. However, every Project includes a 30-day warranty during which defects in delivered functionality are remedied free of charge. The warranty does not extend to changes in scope, new feature requests, hosting issues, Client-side modifications or third-party service failures.
Monthly maintenance and support retainers are billed in advance for a 30-day period. Retainers may be cancelled at any time with 30 days' written notice. Unused hours from the current billing period are not refundable but may be carried into the notice period at our discretion. Annual retainers may be cancelled with 60 days' written notice, with a pro-rata refund of any unused months less any administrative charges.
Refunds will not be issued in any of the following circumstances:
To request a refund please email maastservicesltd@gmail.com with the subject "Refund Request" and include the Project name, payment reference, the reason for the request and any supporting context. We will acknowledge your request within 3 business days and aim to provide a written response within 10 business days. Most disputes can be resolved through honest conversation, additional revisions or a fair adjustment without the need for a formal refund.
Approved refunds are issued to the original payment method where possible. Where this is not possible (for example, expired cards or closed accounts) refunds are issued by UK bank transfer in pounds sterling. Refunds typically appear in your account within 5 to 10 business days depending on your bank or card issuer.
All refunds are issued in pounds sterling at the original transaction amount. We do not refund any losses caused by currency conversion or exchange rate fluctuations between the original payment and the refund.
If a Client initiates a chargeback without first attempting to resolve the issue through this refund process we reserve the right to dispute the chargeback with full supporting documentation including communications, scope documents, delivered work and proof of completion. Any chargeback fees levied by our payment processor may be added to the Client's outstanding balance.
Even where a refund is not strictly required under this policy we may, at our sole discretion, offer goodwill credits, additional revisions or partial refunds where we believe it is the right outcome. These goodwill gestures do not establish a precedent or alter this policy.
If you are not satisfied with our refund decision you may escalate the matter in writing to the founder, Syed Kamran Haider, at maastservicesltd@gmail.com. We will review the case in good faith and respond with a final position within 14 business days. Any remaining dispute is governed by the laws of England and Wales as set out in our Terms & Conditions.
This Refund Policy may be updated from time to time. The latest version will always be published at this URL. Changes will not apply retrospectively to engagements already underway at the time of the change.
For any questions about this Refund Policy please contact Syed Kamran Haider at maastservicesltd@gmail.com or +44 7442 706700.