Refund Policy

Overview

This Refund Policy explains how ClosedBrackets handles refunds, cancellations, subscription charges, unused request capacity, and separately approved additional work.

Specific proposals, order forms, invoices, or written approvals may include refund terms that add to this policy. If they conflict, the more specific written commercial document controls for that engagement.

Subscriptions

Subscription fees are billed in advance for the applicable billing cycle. Unless otherwise stated in writing, subscription payments are non-refundable once the billing period begins.

• If you cancel a subscription, access remains active through the end of the paid billing period unless we state otherwise in writing.
• Unused maintenance request capacity does not roll over, convert to cash, or create a refund credit unless a written agreement says otherwise.
• A cancellation stops future renewals; it does not automatically refund current or past billing periods.

Maintenance Requests

Maintenance request capacity is reserved when a request is submitted through the portal. If a request is reviewed and cannot be completed because it is outside plan scope, missing required access, or dependent on client-side information, ClosedBrackets may release the reserved capacity according to the portal workflow.

Refunds are not issued merely because a submitted request is later split into multiple requests, treated as additional work, or declined as outside the maintenance scope.

Additional Work

Additional work is priced separately from maintenance subscriptions and begins only after client approval and any required payment. Payments for approved additional work are generally non-refundable once work has started.

• If additional work is cancelled before work begins, we may issue a refund or credit for the unused amount, less any non-recoverable fees or costs already incurred.
• If additional work is partially completed before cancellation, any refund or credit is limited to the unused portion after accounting for completed work, committed resources, third-party costs, and payment processing fees.
• Completed additional work is not refundable because of a later change in preference, direction, priorities, or business need.

Eligible Refunds or Credits

ClosedBrackets may issue a refund or account credit when required by law, when we are unable to provide a paid service for reasons within our control, or when we approve a refund in writing as a commercial exception.

• Refunds or credits are reviewed case by case and may depend on the payment status, work performed, elapsed time, and reason for the request.
• Any approved refund is normally returned to the original payment method where possible.
• Processing times may depend on the payment provider, bank, card network, or other third-party processor.

Non-Refundable Items

Certain charges are non-refundable unless required by law or expressly agreed in writing.

• Completed maintenance work, completed additional work, audits, consultations, strategy work, discovery work, and delivered custom assets.
• Third-party fees, hosting charges, domain charges, software licenses, paid assets, payment processing fees, and vendor costs that cannot be recovered.
• Subscription periods that have already started, unused request capacity, late cancellations, and charges caused by client delay, missing access, or incomplete information.

Billing Errors

If you believe a charge was made in error, contact us promptly with the invoice number, billing email, charge date, and a short explanation of the issue.

We will review billing error reports in good faith and correct confirmed mistakes. Disputing a charge without contacting us first may delay resolution or interrupt service access.

Chargebacks

If a chargeback or payment dispute is opened, we may pause active services, support access, additional work, or subscription benefits while the dispute is reviewed. We may also provide records of subscriptions, approvals, requests, invoices, communications, and completed work to the payment processor as part of the dispute response.

Policy Changes

We may update this Refund Policy from time to time. We will update the date on this page when changes are made. Material changes will not retroactively change refund decisions already approved in writing.

Contact

For refund questions, billing concerns, or cancellation help, contact ClosedBrackets at support@closedbrackets.io.