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Refund Policy

Start risk-free. If the work isn't what you were promised in the first 30 days, we'll put it right or refund your fee — no drama, no hard sell.

The 30-day satisfaction guarantee

You may request a refund within 30 days of your engagement being confirmed if we have not delivered what the written proposal promised — the assessment never arrived, the campaign was not built to scope, or the migration missed an agreed milestone. This applies to every service engaged through Chili Technology.

Project-based work

Nothing started yet. Cancel before kickoff and receive a full refund of any amount paid.
In progress. We refund the portion of the fee covering milestones not yet delivered, and hand over all work completed to date at no extra charge.
Deliverable missed. If an agreed deliverable is late by more than 10 business days for reasons within our control, that milestone is refunded or re-delivered free — your choice.

Retainer services

First 30 days. Cancel for any reason and we refund the unused portion of the current month's retainer.
After 30 days. Month-to-month with 30 days' written notice; the notice month is delivered and invoiced in full, and nothing auto-renews beyond it.
Ad spend & cloud costs. Media spend and cloud consumption are billed by Google and your cloud provider and are not refundable by us — we will always help you claim directly where a provider's policy allows it.

How to request a refund

Contact us. Email info@chiliths.com with your order or invoice number and a short note. We reply within one business day — you don't need to justify anything at length.
We confirm. Your client success manager confirms the refund amount and, if you'd like us to fix the work first, offers a call — the decision stays yours.
Refund issued. Approved refunds are returned by bank transfer to the account you paid from.

Refund timing

Refunds are processed within 3 business days of approval. Depending on your bank, the money typically reaches your account within a further 2–5 business days.

After the 30-day window

Past 30 days, fees for work already delivered are non-refundable — but our Service Level Guarantee still applies: missed response times, uptime shortfalls or advertising performance below the agreed target trigger service credits and remediation work at no additional cost.

Exceptions

Custom-scoped enterprise programmes follow the refund and termination terms agreed in writing in the signed statement of work.
Documentation, runbooks and infrastructure code already handed over remain yours under the access terms of your engagement, even after a refund or cancellation, where applicable.

Need to start a refund request? Contact us with your order or invoice number.