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Implementation payments
If project work is canceled, we account for reasonable, documented work completed and approved noncancelable expenses, credit payments received, and refund any unused balance within 14 calendar days of cancellation. Completed-work charges are capped at the agreed project fee including approved scope changes; approved noncancelable expenses are separate. An upfront installment is not automatically nonrefundable, and no standard percentage is withheld.
The agreed scope and retained work records support the itemized calculation; no separate milestone valuation schedule is required. We do not invent retrospective hourly rates, prospecting deductions or cancellation penalties. Expenses may be charged only when approved; noncancelable third-party costs require advance approval.
If work has not begun and there are no approved nonrefundable costs, the implementation payment is refunded in full. If Fat Spider cannot complete the agreed work, we refund the amount attributable to undelivered work unless you expressly accept another resolution. Completed deliverables covered by fees retained are made available subject to applicable licenses.
The Desk cancellation control records cancellation and blocks pre-launch activation; it does not automatically calculate or issue a refund. We review the agreed scope, work and expenses separately and explain the outcome.
Standard monthly billing
Ongoing maintenance is billed monthly in advance. Either party may cancel on 30 calendar days written notice unless the completed order expressly states another commitment. Maintenance continues through that period subject to the agreed overdue-payment process.
Prepaid maintenance covering time after the effective service end is refunded within 14 calendar days after that date. Unused included work time does not roll over or create an additional refund entitlement. Billing errors and undelivered agreed services remain covered below.
Billing errors and undelivered work
We will correct duplicate charges, incorrect amounts, and charges made after a timely cancellation should have taken effect.
If we fail to deliver agreed work or discontinue a prepaid service, we will refund the amount attributable to the undelivered portion unless you agree to another remedy. We will consider the agreed scope, work delivered, and circumstances when determining that amount.
Separately purchased third-party services follow their providers’ refund terms. Our own billing errors remain our responsibility.
Requesting a refund
Email billing@meetfatspider.com with the invoice reference, charge date, and reason for your request. Do not send complete card details.
We will review the request and explain the outcome. Approved refunds are returned to the original payment method where possible. The payment provider determines when the credit appears.
Refunds required by applicable law remain available regardless of this policy. Nothing here restricts your right to raise a legitimate billing dispute or use a statutory remedy.