Refund & Cancellation Policy

1. Scope of this Policy

This Refund & Cancellation Policy applies to paid services and products you purchase from Kustom FX Dev — including custom website design and development, digital menu boards and signage, setup and provisioning, hardware, and recurring services such as hosting, board hosting, and menu synchronization. It is part of, and should be read together with, our Terms & Conditions and any Service Agreement you sign.

2. How our billing works

We typically work in milestones. A project is broken into stages, and each stage is paid for up front before we begin the work in that stage. This keeps pricing transparent and lets you stop at a natural break point if your plans change. Some engagements also begin with a deposit or project-start fee that reserves our schedule and covers the initial discovery and planning work. New subscription plans include a one-time onboarding fee (discovery, site/signage survey, account and portal setup, documentation), stated in your Service Agreement and due at signing; it is not a deposit, and it becomes non-refundable once that onboarding work has begun. Recurring services (such as hosting or menu synchronization) are billed on a repeating schedule, separately from one-time project work.

Because our work is custom and time-based, refunds are calculated around the work actually performed at the time you cancel, not simply the amount paid.

3. Deposits & project-start fees

Where a project requires a deposit or project-start fee (as stated in your quote or order), that deposit is credited toward the total project fee — it pays down your first milestone and is not an extra charge on top of the project price.

The deposit is 50% non-refundable. When you place a deposit, we reserve time on our calendar for your project — often turning away or delaying other work — and we begin discovery, consultation, and planning right away. That reserved time and early work has real value even if the project does not proceed. If you cancel, the deposit is reconciled against the milestone amounts owed under Section 4, but in every case at least 50% of the deposit is non-refundable as the minimum charge for reserving your project and performing initial discovery — even if little or no build work has started.

4. Milestone work & cancellations

Custom projects are divided into milestones, each described and priced in your quote or order and paid in advance. You may cancel an active project at any time by contacting us in writing (see Section 8). So there is no confusion about which refund applies, each milestone has one of three clearly defined statuses:

• Not yet started — we have not begun design or build work on that milestone.
• In progress — we have begun design or build work on that milestone but have not yet delivered it to you for review.
• Completed & approved — we have delivered the milestone for your review and you have approved it in writing, or you did not send us a written objection within 7 days of delivery, after which the milestone is automatically deemed approved.

What is refundable depends on each milestone's status at the moment you cancel:

• Completed & approved milestones — non-refundable. The work was delivered and accepted (or deemed accepted), and the value is yours to keep.
• The milestone in progress — subject to a flat 50% cancellation fee ("kill fee"). We keep 50% of that milestone's fee to cover the time, design, and work already committed to it, and we refund the remaining 50% to you. This flat rate keeps things simple and avoids arguing over exact hours. You will receive the partial work completed for that milestone on an "as is" basis.
• Milestones not yet started — fully refundable. If we haven't begun a stage, you are not charged for it, and any amount prepaid for it is returned in full.

Upon cancellation, we will provide the deliverables for every milestone you have paid for — including the "as is" partial work for any in-progress milestone — along with a short summary of the work performed.

5. Custom digital deliverables

Your quote and Service Agreement separate every deliverable into one of two categories, and refunds follow that split:

• Client Work Product — your branding, content, menu-board layouts and configurations, custom graphics, and any code identified as yours in your quote. It is built uniquely for you, becomes yours under the payment terms in your Service Agreement, and we do not resell it to anyone else.
• Platform components — our reusable technology (for example our signage player app, menu-board engine and builder, client portal, integration connectors, and tooling). These remain ours, are licensed to you as part of your service and as embedded in what we deliver, and may be used for other clients.

Once a deliverable has been completed and delivered (or made available to you for review and use), it is non-refundable. Concerns about a delivered deliverable are handled through the review-and-fix process in Section 8, not by refund of completed custom work.

6. Hardware & equipment

Some engagements include physical hardware, such as media players or display devices. Hardware is handled separately from custom-work refunds:

• Unopened, unused hardware may be returned within 14 days of delivery for a refund of the hardware price less a 20% restocking fee and any shipping costs (outbound and return).
• Hardware that has been provisioned, configured, installed, or used — for example, a media player that has been set up, locked, or paired to your displays — is considered used and is non-refundable, except where it is defective.
• Defective hardware is repaired or replaced under any applicable manufacturer warranty. Kustom FX Dev is not the manufacturer and does not provide a separate hardware warranty beyond what the manufacturer offers.

7. Recurring & subscription services

Recurring services — such as website hosting, display/board hosting, menu synchronization, monitoring, and support plans — may be cancelled at any time. When you cancel:

• Your service continues through the end of the current paid billing period, and you will not be billed for future periods.
• Fees already paid for the current period are non-refundable, and we do not provide partial-month refunds, because the service was available to you during that time.
• If you prepaid annually, we will refund the unused full remaining months of that prepayment (the current partial month is not refunded).

If you signed a fixed-term agreement (for example, a 6-month or 12-month plan), a minimum commitment may apply to early cancellation as set out in that agreement — see Section 12.

After cancellation, we will help you retrieve your content so you can move elsewhere — your content, branding, menu data, and domain are yours at any time, and we do not hold your data hostage. Site code built as part of a subscription plan becomes yours under your Service Agreement — after twelve (12) paid months, or earlier via a buy-out of the remaining months — and custom work billed separately is yours once paid in full.

Your first month & billing dates

Recurring services bill monthly on the 1st. If your service starts part-way through a month, that first partial month is prorated — you pay only for the days the service is actually active, counted as the days remaining in that month (including your start date) divided by the number of days in that month. From then on, each invoice covers a full calendar month.

If that partial amount is small (under $79), we do not send a separate invoice for it. Instead it is carried onto your first full monthly invoice in arrears — charged after you have had that partial period — as its own clearly labelled line — for example "Partial period Aug 15–Aug 31, 2026 (17 of 31 days)" — so your first invoice may be larger than the plan's monthly price. The partial period is always itemised on the invoice, and it is charged once only.

Where you have signed a fixed-term agreement (for example 6 or 12 months), the term is counted from your first full month, not from a partial starting month. A 6-month term beginning part-way through August therefore runs from 1 September and ends 1 March.

Optional auto-pay

You may optionally enable auto-pay for a recurring service by saving a card during any portal payment and turning auto-pay on. By enabling it, you authorize Kustom FX Dev to automatically charge your saved card the subscription amount (plus any late fees already applied under this Policy) on each billing date, and you will receive an emailed receipt for every charge. You can turn auto-pay off or remove your saved card at any time — from your client portal profile or by contacting us — and the change takes effect for any invoice not yet charged. Turning auto-pay off does not cancel the underlying subscription; invoices simply return to manual payment. If an auto-pay charge fails (for example, an expired card), we notify you and the invoice becomes payable manually under the normal grace-period, late-fee, and suspension terms above — a failed auto-pay charge is never treated as a cancellation.

Late fees

If a recurring invoice is still unpaid more than ten (10) days after it is issued, a one-time late fee is added to that invoice: the greater of $25.00 or 5% of the invoice amount. The fee is applied once per invoice — it does not repeat or compound while the invoice stays unpaid, and it is never applied more than once to the same invoice. Any late fee already added is included in the balance due, and in any auto-pay charge for that invoice.

Suspension, wind-down & data retention

If a payment fails or is past due, we will notify you, and your hosted site or displays remain live for a 15-day grace period so you can update your payment method. If the balance is still unpaid after the grace period, we may suspend the Services — taking the site or displays offline — until the account is brought current.

After your service ends — whether you cancel or the account is terminated for non-payment — we retain your website files, display content, and backups for 60 days so you can request a copy. During this window we will provide your files on request. After 60 days, the data may be permanently deleted from our systems and recovery cannot be guaranteed, so please request anything you need within that period.

8. Requesting a refund & our right to fix

If something isn't right, tell us — most issues are quickly fixed. Raise any concern in writing (see Section 14), describing the issue clearly, within these timeframes:

• An interim milestone — within 7 days of its delivery, as described in Section 4. After 7 days a milestone is deemed approved.
• A completed final website, project, or Service, or delivered hardware — within 14 days of delivery or completion.

Before any refund is owed on delivered work, Kustom FX Dev has the right to fix the issue first ("right to cure") within 14 days of your written notice, or another timeline we agree with you in writing. If we correct the problem so the work meets what was agreed, a refund is not owed for that work. This gives us a fair chance to make things right, and gives you the outcome you originally paid for. Requests made after the applicable window above, or for work already approved (or deemed approved) by you, may not be eligible except as required by law.

9. What is not refundable

To keep this Policy clear, the following are generally not refundable:

• The non-refundable portion of a deposit or project-start fee (Section 3);
• The one-time onboarding fee, once discovery or setup work has begun (Section 2);
• Completed and approved milestones or delivered custom work (Sections 4 and 5);
• Third-party costs we pay on your behalf — such as domain registration, premium fonts or plugins, stock media licenses, and payment-processor fees — once they have been purchased;
• Fees already paid for a recurring service's current billing period (Section 7);
• Used, provisioned, or configured hardware (Section 6);
• Delays, changes, or cancellations caused by missing content, approvals, or information we reasonably requested from you; and
• Dissatisfaction that we were not given a reasonable opportunity to address under Section 8.

10. Chargebacks & payment disputes

If you believe you are owed a refund, please contact us first — we want to resolve it directly and fairly. Initiating a chargeback or payment dispute without first contacting us to resolve the matter is a breach of these terms. While a wrongful chargeback is pending or in effect, we may suspend active work, hosting, or services associated with your account. You remain responsible for amounts genuinely owed for work performed, along with any related fees, and we reserve the right to contest chargebacks that conflict with this Policy.

11. How refunds are issued

Approved refunds are issued to the original payment method where possible. Card refunds are processed through Square, our payment processor, and typically appear on your statement within 7–10 business days of being issued, depending on your bank or card issuer. Card payments can be refunded through Square for up to one year from the original payment date; approved refunds owed beyond that window are issued by another reasonable method. Any non-refundable third-party fees already incurred (Section 9) may be deducted from a refund amount.

12. Relationship to your Service Agreement

If you have signed a Service Agreement with Kustom FX Dev, that agreement may contain specific terms for deposits, milestones, cancellation, contract length, and refunds. Where a signed Service Agreement's terms differ from this Policy for your paid services, the Service Agreement controls for those services. This Policy otherwise applies as the default for all clients.

13. Changes to this Policy

We may update this Policy from time to time. When we do, we will revise the "Last updated" date above. Changes apply to orders and engagements entered into after the change; the Policy in effect when you paid for a given milestone or service governs that payment. Your continued use of our services after an update means you accept the revised Policy.

14. Contact us

To request a refund, cancel a service, or ask a question about this Policy, please contact us: