Refund and return policy

1. The principle

We sell work, not promises. If we do not deliver what the scope says, you should not be out of pocket. That principle — we call it the money-back challenge — has been in place since 2018 and has been invoked only a handful of times.

Because our deliverables are digital and bespoke, there is nothing to physically return. A return here means we withdraw the work and refund the fee.

2. When you get a full refund

We refund the full amount, without argument, in these cases:

• We fail to deliver the agreed scope and cannot put it right within a reasonable period
• We cancel the engagement ourselves before completing the work
• You cancel before any work has started
• Duplicate or incorrect payment

3. When we refund in part

If you cancel partway through, you pay for the work completed and approved to that point and we refund the balance. You keep everything completed, including the files and code for it.

For monthly maintenance plans, cancelling mid-month refunds the unused portion of that month pro rata.

4. When we do not refund

There are limits, and they are the same for every client:

• Work that has been delivered, approved and matches the scope, where you have simply changed direction
• Delays caused by content, feedback or access we were waiting on
• Third-party costs already spent on your behalf — licences, domains, stock assets
• Problems caused by changes another party made after handover
• Requests to refund because an outcome you hoped for did not follow, where the scope made no such guarantee

5. How to request one

Email info@mahatosoft.com with your order reference and what did not match the scope. We acknowledge within one working day and aim to resolve within three.

Our first step is almost always to offer to fix the problem. Most refund requests begin as a misunderstanding about scope, and fixing the work is usually what the client actually wanted.

6. How refunds are paid

Refunds are returned by the same method you paid — card, PayPal, Payoneer or the marketplace you hired us through. Processing takes three to ten working days depending on the provider. Where a marketplace holds the funds, its own refund process and timeline apply.

7. Chargebacks

Please talk to us before raising a chargeback. A chargeback freezes the account and makes it harder, not easier, to resolve the problem — and in eight years we have never needed one to be fair to a client.