REFUND & CANCELLATION
Last updated: 17 August 2026
This policy explains exactly when and how much of a fixed-price package is refundable. It applies to every service sold through codeexpertsslab.com.
Cancel any fixed-price package before your kick-off call and receive a 100% refund, less any non-recoverable payment-processing fees already incurred. Kick-off is scheduled within 2 business days of your order being confirmed, and never starts without your explicit confirmation.
Work is delivered in milestones. If you cancel after kick-off, you pay only for milestones that are complete or already in progress; any milestone that hasn't started is refunded in full. The initial discovery/definition portion of an engagement (up to €600 of the package price, or the full Discovery Sprint / Technical Audit fee where one of those is purchased as a standalone service) is non-refundable once delivered, because it produces a written, client-owned deliverable regardless of whether you continue.
Maintenance & Support plans are billed monthly in advance. You can cancel at any time with 30 days' written notice to support@codeexpertsslab.com. The current billing period is served out in full and is not pro-rated. There is no lock-in period and no exit fee.
If you are contracting as a consumer rather than a business, EU Directive 2011/83/EU, as transposed into Portuguese law by Decreto-Lei n.º 24/2014, gives you a 14-day right of withdrawal from a distance contract. This right is lost once we begin delivering the service at your express request and with your acknowledgement that the withdrawal right ends once delivery starts — this is exactly what the checkout consent confirmation captures at Review (step 5) — and it does not apply to software built to your own specifications. Most buyers on this site contract as businesses, for whom this withdrawal right does not apply and sections 1–3 above govern instead.
The fixed price holds for the scope agreed at the start of the engagement. Any additional scope is quoted and requires your written approval before we start work on it — it is never billed retroactively.
If we miss an agreed milestone date by more than 10 business days for reasons within our control, you may cancel the remaining milestones and receive a full refund of the unstarted portion.
All intellectual property in delivered work transfers to you on final payment for the relevant milestone. Repositories and credentials are handed over at the same time.
Email support@codeexpertsslab.com with your order reference. We acknowledge every request within 2 business days and resolve it within 14 days. Approved refunds are returned using the original payment method.
If you're a consumer and a dispute isn't resolved directly with us, you can use the Livro de Reclamações Eletrónico at livroreclamacoes.pt or the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Both are also linked in the site footer. This policy is governed by the laws of Portugal; disputes are subject to the courts of Porto.