Refund policy

This Refund Policy explains how refunds, cancellations and deposits work for payments made to Tesseracq Labs Ventures (202503296558), including payments made through our secure payment link, which is powered by the CHIP payment gateway.

It forms part of our Terms and conditions. If your written quote or signed project agreement says something different, the quote or agreement applies.

Before work starts, we ask for a deposit of 30% of the quoted price. The deposit pays for discovery, scoping and reserving our team’s time for your project.

The deposit is not refunded, but it is never lost. It always counts toward the work done on your project. If you cancel before we have used it, you can apply what is left of it to a new project with us within 6 months.

After the deposit, we invoice each phase of work only when that phase is complete, so you only ever pay for work that has been done. Payments for completed phases are not refunded. If a completed phase does not match what was agreed in your quote, tell us and we will put it right within the revision rounds set out in your quote.

You can cancel a project at any time by telling us in writing. If you cancel:

• You pay only for the phases completed and the work done on the current phase
• Your deposit counts toward that amount
• We hand over all the work done to date once it is paid
• If we have not used all of your deposit, you can apply what is left to a new project with us within 6 months

Instead of cancelling, you can pause a project at no cost for up to 90 days.

If we cancel a project for a reason that is not caused by you, we will refund any amount you have paid for work we have not done.

Care plans are billed monthly in advance. You can cancel a care plan at any time by telling us in writing before your next billing date, and you will not be charged again. A month that has already started is not refunded.

If you are charged twice, charged the wrong amount, or pay more than an invoice asks for, we will refund the extra amount in full. If you prefer, we can credit it to your next invoice instead.

Email us at tesseracqlabs@gmail.com with your name, the invoice number, the payment reference and the reason for your request. We will reply within 5 business days.

If you have a concern about a payment, please contact us before raising a dispute with your bank or card issuer, so we can resolve it quickly.

Approved refunds are paid back to the original payment method through CHIP where possible (online banking, DuitNow or card), or by bank transfer to an account in the name of the person or business that made the payment. Refunds are made in the currency of the original payment.

We aim to issue an approved refund within 14 business days. After that, the time it takes to reach your account depends on your bank or card issuer.

If you have any questions about this Refund Policy, please reach out: