Refund Policy

Order cancellation before dispatch or collection

If you cancel an order before it has been dispatched, prepared for collection, or handed over in-office, you are entitled to a full refund. Once a courier has been booked or the order handed over, cancellation is treated as a return instead, under our Returns Policy.

After an approved return

Where a product return is approved under our Returns Policy — whether the order was delivered, collected, or bought in-office — we refund the product price to your original payment method. Delivery or shipping charges are refunded only where the return is due to a fault, an incorrect item, or damage in transit; not for change-of-mind returns.

Special-order products

Deposits or payments for special-order products are refundable if you cancel before the item has been ordered from our supplier. Once ordered, these amounts are generally non-refundable, as outlined in our Returns Policy, other than where the item is faulty or defective on arrival.

Diagnostic fees

Where a diagnostic fee applies, it covers the technician time spent identifying the fault, whether or not you proceed with the repair. Diagnostic fees are not refundable once the diagnosis has been completed, but are typically waived or credited toward the repair cost if you go ahead with the work.

Repair deposits

For repairs requiring ordered parts, we may request a deposit before ordering. If you cancel before the part is ordered, the deposit is refundable in full. Once a part has been ordered on your behalf, the portion of the deposit covering that part is generally non-refundable, since it has already been committed to a supplier.

Repair cancellation

• Cancelled before work begins: full refund of any amount paid, minus any diagnostic fee already incurred.
• Cancelled after work has started: refund reflects labour already performed and any parts already ordered or fitted.
• House call appointments cancelled with less than 2 hours notice may incur a call-out charge.

Completed repairs

Once a repair is completed, tested, and handed back to you in working order, the service is considered delivered. If the same fault recurs within the applicable repair warranty period, we will re-examine and, where the issue is due to our workmanship, repair it again at no additional labour cost rather than issuing a cash refund, unless the device cannot be reasonably fixed.

Deposits for development projects

• Deposit paid, project not yet started: fully refundable.
• Deposit paid, discovery or design work already underway: deposit covers the time and work already delivered and is generally non-refundable.
• Milestone payments already invoiced for completed and approved milestones are non-refundable for that milestone.

Work already started

If you cancel a project partway through, we invoice for work completed to that point (design, development, configuration) at our standard rates, and refund any balance paid above that amount. We will always provide an itemised breakdown before finalising a cancellation.

Third-party costs

Costs we have already paid on your behalf to third parties — domain registration, premium plugin or theme licences, stock imagery, or similar — are not refundable by AutocratTech, since these are non-recoverable payments to third-party providers.

Monthly and retainer services

Work already performed within a billing period (SEO optimisation carried out, cloud configuration completed, consulting hours delivered) is not refundable for that period. You may cancel an ongoing engagement at any time effective from the next billing cycle; we do not refund partial months once work for that month has begun.