Refund & Cancellation Policy
Services, not products, so here is exactly how money moves when plans change.
1. Deposits
The 50% deposit reserves your start date and the team's time. It is fully refundable if you cancel before work starts. Once work has started it is applied to completed work and is non-refundable.
2. Cancelling a project
Give 14 days' written notice. We invoice for work completed to that date at the agreed rate. If the deposit exceeds that amount, the difference is refunded within 14 days to the original payment method. If it does not, the remainder is invoiced.
3. Cancelling a retainer
Cancel any time before your next billing date and you will not be charged again. Months already paid are not refunded; the work continues to the end of the paid period.
4. If you are not satisfied
Delivery is not complete until you sign it off. Within the agreed scope we keep revising until you do. If, after that, we still cannot agree, we will refund the fees for the milestone in question. We would rather lose a milestone than ship something you do not want to put your name on.
5. Third-party costs
Hosting, domains, licences, stock assets and similar costs paid on your behalf are not refundable, because we cannot get them back either.
6. How to ask
Email contact@polariva.com with your invoice number. We reply within one working day and process approved refunds within 14 days.