Refund & Cancellation Policy

1. Nature of the Service

2-IC DATA SYSTEMS provides bespoke, project-based data migration services. Each engagement involves significant upfront investment in discovery, planning, and technical preparation that is specific to your data and systems. Because of this, our refund policy reflects the irreversible nature of professional service work once it has commenced.

2. Cancellation Within 48 Hours of Project Start

If you cancel your engagement within 48 hours of the agreed project start date (as confirmed in your Statement of Work or project kick-off confirmation email), you are entitled to a 50% refund of the total project fee paid, provided that the data migration phase has not yet commenced.

“Project start” is defined as the date your designated project contact attends the kick-off call or receives the initial access request, whichever is earlier.

To exercise this right, send a written cancellation request to team@flow-x.madethis.app within the 48-hour window. Refunds are processed within 10 business days.

3. Work Already Completed — Non-Refundable

Any fees corresponding to project phases already completed at the time of cancellation are non-refundable. This includes but is not limited to: discovery sessions, field mapping exercises, data audits, dry-run migrations, and documentation produced.

Where the 50/50 payment structure is in place and the first instalment has been paid, the first instalment is non-refundable after the 48-hour cancellation window. The second instalment is only due upon delivery and will not be charged for project phases not completed.

4. No Refund After Migration Begins

Once the production data migration phase has commenced — meaning records are actively being moved to the target system — no refund is available for that phase or subsequent phases, regardless of circumstances. This is because the migration process modifies live systems and cannot be reversed without the client's own backup.

We mitigate this risk by requiring client sign-off on dry-run results before any production migration begins. You will not be asked to sign off on a production migration unless you are satisfied with the dry-run outcome.

5. Unsatisfactory Delivery

If you believe the delivered migration is materially deficient (e.g. data loss beyond agreed tolerances, critical fields unmapped), you must notify us in writing within 5 business days of delivery, with specific details of the deficiency. We will investigate and, at our election, either remedy the deficiency at no additional charge or provide a partial credit agreed in writing. We do not issue refunds for subjective dissatisfaction where the migration meets the agreed SOW specifications.

6. Dispute Resolution Process

We take every client concern seriously. Before any formal escalation (chargeback, small claims, or legal action), both parties agree to the following process:

1. Written notification: Email team@flow-x.madethis.app with a clear description of the issue and your desired resolution.
2. 14-day good-faith window: We will acknowledge your complaint within 2 business days and work with you in good faith to reach a resolution within 14 calendar days.
3. Escalation: If no resolution is reached after 14 days, either party may escalate via the dispute resolution mechanisms in our Terms of Service.

Initiating a chargeback or payment dispute before completing this good-faith process is a breach of these Terms. We maintain records of all client agreements, project approvals, and communications, which we will provide to our payment processor in the event of a chargeback dispute.

7. Company-Initiated Cancellation

If 2-IC DATA SYSTEMS cancels a project for reasons within our control (other than for client breach), we will refund a pro-rated portion of fees corresponding to work not yet completed, calculated fairly based on project milestones. We will provide 14 days' written notice where possible.

8. Contact

All refund and cancellation requests must be submitted in writing to team@flow-x.madethis.app.