1. Scope
This Refund & Cancellation Policy applies to consulting sessions and project-based services purchased from House & Moonlight Holdings. Because our work is prepared for a client’s particular workflows, systems, documents, and business objectives, cancellation and refund eligibility depends on the stage of work and the terms of the accepted proposal or statement of work.
If a signed project agreement contains different cancellation, milestone, or refund terms, that agreement controls for the relevant engagement.
2. Before an engagement begins
A submitted website inquiry does not require payment and may be withdrawn at any time before a written scope is accepted. If we decline a project before work begins, no service fee will be due. If an advance payment has already been received and we determine that we cannot begin the agreed work, we will refund the unused amount to the original payment method, subject to any clearly disclosed and unavoidable transaction charge.
3. Scheduled consulting sessions
A client may request cancellation or rescheduling of a scheduled consultation by contacting us at least two business days before the scheduled start time. A timely cancellation is generally eligible for a refund of the session fee, or the client may request one rescheduled session at no additional professional fee.
For a cancellation received less than two business days before the session, or for a missed appointment, the reserved time may be non-refundable. We may offer one reschedule when circumstances reasonably justify it, but this is not guaranteed. If we cancel a session, the client may choose a reasonable replacement time or a refund of the affected session fee.
4. Project-based services
A client may cancel a project by written notice. If notice is received before substantive work begins, prepaid fees are generally refundable except for any amount expressly identified as non-refundable and any reasonable, documented cost already incurred for the client with authorization.
After substantive work begins, the client is responsible for work completed through the cancellation date, approved milestones, reserved work expressly made non-cancelable in the project scope, and authorized third-party commitments that cannot reasonably be recovered. Any remaining unused prepaid balance will be calculated after those amounts are applied and, if refundable, returned to the original payment method.
5. Milestones and accepted deliverables
Fees allocated to a completed and delivered milestone are non-refundable once the client accepts the milestone or the stated review period expires without a specific notice of material nonconformity. A change in business direction, preference, staffing, platform choice, or decision not to implement a conforming deliverable does not make completed professional work refundable.
If a deliverable materially differs from the written scope, the client should notify us with specific details within seven calendar days after delivery, unless another review period is stated in the project agreement. We will review the concern and, where appropriate, correct the material nonconformity within a reasonable time. A refund will be considered only when a material scoped issue cannot reasonably be corrected.
6. Deposits and advance payments
A proposal may require an initial payment to reserve capacity and begin project preparation. The proposal will identify whether any portion is non-refundable. Unless expressly stated otherwise, an advance payment is applied against fees earned under the project and is handled on cancellation according to this Policy.
Payments do not guarantee a business outcome, software result, cost saving, or implementation decision. They compensate for professional time, analysis, preparation, meetings, research, documentation, and agreed support.
7. Client delays and inactive projects
Projects depend on timely client information, access, feedback, and decisions. If required client action is delayed, the schedule may move. If a project remains inactive for thirty days after a written request for a required dependency, we may close or reschedule the engagement. Work already completed remains billable, and any remaining balance will be treated according to the written scope and this Policy.
8. Third-party fees
Subscriptions, licenses, platform usage, transaction fees, or other third-party charges are controlled by the relevant provider and are not refunded by us. The client should review the provider’s terms before purchase. If we are expressly authorized to acquire a third-party item for a project, non-recoverable amounts may be deducted from a refundable project balance.
9. How to request cancellation or a refund
Send a request using the contact information below. Include the client name, company, service, invoice or proposal reference if available, and the reason for the request. Do not send payment-card numbers or account credentials. We may request reasonable verification before discussing project or payment details.
Approved refunds are issued to the original payment method when reasonably possible. Processing times depend on banks and payment providers and may extend beyond the date on which we authorize the refund. We do not provide cash refunds for electronic payments.
10. Chargebacks and good-faith resolution
Please contact us promptly if you believe a payment is incorrect or a scoped service has not been provided. The parties should first attempt in good faith to review project records and resolve the issue. This does not waive any non-waivable payment rights, but it helps avoid delays and unnecessary costs associated with disputed transactions.
11. Policy changes
We may update this Policy for future purchases. The version in effect when an engagement is accepted will generally apply to that engagement unless the parties agree otherwise or a legal requirement requires a different result.