Refund Policy
Introduction
At Asan Innovators, we aim to deliver quality work and a smooth experience on every project we take on. This Refund Policy explains how refunds work for the services we provide, so you know what to expect before we begin working together.
Advance Payments
Most engagements begin with an advance or deposit payment to kick off the work. Once a project has started, this advance covers the planning, research, and initial effort already put in, and is generally non-refundable.
Ongoing & Milestone-Based Work
For projects billed in stages or milestones, fees for work that has already been completed and delivered are non-refundable. If a project is paused or ended partway through a milestone, we'll look at what's been delivered so far and work out a fair outcome with you, rather than applying a blanket rule.
Third-Party Costs
Some projects involve costs paid on your behalf to third parties — for example, advertising spend on platforms like Meta or Google, domain or hosting charges, or licensing fees. Once these amounts have been spent or paid over to the third party, they are not refundable by us, since they're no longer in our hands.
If You're Not Happy With the Work
If something we've delivered doesn't match what was agreed, please tell us as soon as possible so we can make it right. We'll always try to revise and fix things first. A refund is something we'd consider only if we're genuinely unable to deliver what was agreed, even after a fair chance to put it right.
Cancelling an Ongoing Engagement
If you'd like to pause or end an ongoing engagement with us, just get in touch. We'll settle up fairly for work already completed, and let you know if anything already paid is refundable based on where the project stood at the time.
How to Request a Refund
To ask about a refund, simply email us with your name, the project or invoice details, and a short note on what happened. We'll look into it and get back to you as quickly as we can.
How Refunds Are Paid
Where a refund is agreed, it will be returned to the original payment method used, within a reasonable timeframe.
Changes to This Policy
We may update this Refund Policy from time to time as our services evolve. The latest version will always be available on this page.