Refund and Cancellation Policy

1. Project engagements

1.1 Deposit

All project engagements require a deposit (typically 30% of the agreed project price) paid before work begins. The deposit covers the scoping, planning, and preparatory work performed before and during the initial sprint(s). The deposit is non-refundable once work has commenced.

1.2 Cancellation by the client

If the client cancels a project after work has commenced: All work completed to the date of cancellation is invoiced at the pro-rated project rate. Deposits paid are retained to cover work already completed. Any amounts paid beyond the work completed to date will be refunded, less a demobilisation fee of up to 10% of the remaining contract value. If a fixed-price contract is cancelled after the build midpoint milestone has been paid, no further refund is due for that milestone.

1.3 Cancellation by Prime Digital Labs

If Prime Digital Labs cancels a project due to circumstances within its own control (not caused by the client's breach), the client will receive a refund of all amounts paid for work not yet delivered, within 30 days.

1.4 Cancellation due to client delay or breach

If a project is paused or cancelled because the client has failed to provide information, approvals, or access — despite written requests — the client remains liable for all work completed to date.

1.5 Stabilisation period

After production deployment, a 30-day stabilisation period applies. Prime Digital Labs corrects defects arising from real-world use at no extra charge. The 10% holdback is released at the end of this period. Specific concerns must be raised in writing before the holdback is released.

2. Support retainers

2.1 Monthly retainers: Either party may terminate with 30 days' written notice. The current month's retainer is non-refundable. The next period's retainer (if already paid) will be refunded pro-rated. 2.2 Annual retainers: May be cancelled with 60 days' written notice. Months not yet elapsed at cancellation will be refunded, less the applicable monthly rate.

3. Discovery and audit engagements

Paid discovery, specification, and codebase audit engagements are non-refundable once the session or audit has commenced. The deliverable is provided to the client regardless of whether a subsequent build engagement is agreed.

4. Dispute resolution

If you are not satisfied with a refund decision, contact support@primedigitallabs.com in writing. We respond within 10 business days. If the dispute cannot be resolved directly, the parties may refer it to a French commercial mediator before initiating court proceedings. Failing mediation, disputes go to the competent courts of Nîmes, France.

5. Consumer rights note

Prime Digital Labs provides services exclusively to businesses (B2B). If you are an individual consumer engaging in a personal capacity, French consumer protection law may grant you additional rights. Contact us to discuss.