Deposits and advances
An advance reserves production capacity and funds discovery, planning, setup and mobilisation. Once work or reserved capacity begins, it is generally non-refundable to the extent earned or committed. This does not remove a refund or remedy required by law or caused by SoftNSM's unremedied material failure.
Client cancellation
On cancellation, SoftNSM will account for completed milestones, time spent, reserved capacity, approved expenses and non-cancellable licences, domains, hosting or provider costs. Those amounts are not refundable. Any eligible balance is assessed under the written agreement and applicable law.
Conduct-based termination
Harassment, threats, discrimination, abuse, unlawful instructions or serious mistreatment of SoftNSM personnel is a material breach. SoftNSM may suspend or terminate, with notice where practicable. This does not create a refund entitlement for work performed, capacity used or committed costs.
Custom work and third-party costs
Accepted milestones, delivered custom work, consulting, audits, emergency fixes and activated digital services cannot ordinarily be returned. Domains, licences, advertising and provider fees are refundable only to the extent the provider refunds SoftNSM.
Review requests
A request must identify the project, payment, reason and evidence. SoftNSM must first receive a reasonable opportunity to correct an in-scope defect. Nothing here limits a statutory right that cannot be excluded.