Policy
Refund and Cancellation Policy
Effective date: 1 October 2026
This policy explains how to cancel an order or a subscription with SUNMARI COMPANY LIMITED and when payments are refunded. It is part of our Terms of Service. We charge no fee for cancelling or for a refund.
1. One-time projects
- Before work begins: you may cancel at any time and receive 100% of what you paid.
- After work begins: you may cancel at any time, and you pay only for the work completed up to the cancellation date.
- Stages not yet started are refunded in full.
- The stage in progress is charged in proportion to the work done, and the rest is refunded.
- Stages you have already accepted are not refunded.
- After acceptance: payments for accepted work are not refunded. Defects are corrected free of charge under the warranty. If we cannot correct a defect reported within the warranty period, we refund the fee for the part that does not conform.
2. When the fault is ours
In these cases you receive a full refund of the fee concerned:
- We cannot deliver the agreed work, or we cancel the project: everything you paid for work not yet delivered and accepted.
- The delivered work does not match the agreed specification and we have not corrected it after two attempts: the full fee for that work.
- Delivery is more than 10 days late for reasons on our side and no new date has been agreed with you: you may cancel and receive the full fee for the late work.
- You were charged twice or charged a wrong amount: the full excess.
3. Subscriptions
- You may cancel at any time by email, without a notice period and without a cancellation fee.
- First payment: within 14 days of your first subscription payment, you may cancel and receive that payment back in full.
- After that: cancellation takes effect at the end of the current billing cycle. The service continues until then, and the fee for the current cycle is not refunded.
- If you paid for several months in advance: the full unused months after the cancellation takes effect are refunded.
- If we end the subscription: we refund the fees for the time after it ends.
- A charge made by mistake after a cancellation has taken effect is refunded in full.
4. What is not refunded
Amounts we have already paid to third parties for your project, such as domains, hosting, licences, or app-store fees, are not refunded. These are listed separately in the quote.
5. How to request a cancellation or refund
Email support@sunmari.net with your name, the quote or invoice number, and the reason for the request. We confirm receipt within 2 business days and give our answer, with a breakdown of the refund amount, within 7 business days.
6. How refunds are paid
- Refunds go back to the card used for the payment, through the payment service provider. We use another method only if you agree.
- We send the refund to the payment service provider within 7 business days of approval. The time until it appears on your statement depends on your card issuer: usually 5 to 15 business days, and up to 30 days for some international cards.
- Refunds are made in the currency of the original charge. We charge no refund fee. Exchange-rate differences and fees charged by your bank or card issuer are outside our control.