Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can request a refund or cancel an engagement with NODUS ICT SOLUTIONS d.o.o. (“Balkan System,” “we,” “us” or “our”). It forms part of, and should be read together with, our Terms and Conditions.

1. Overview

We offer three types of engagement — a fixed-price Discovery Sprint, a milestone-billed Fixed-Scope Project, and a monthly Ongoing Partnership retainer — and refund eligibility differs by engagement type, described below. If you have any concern about an engagement, contact us first — in most cases we can resolve it directly.

2. Discovery Sprint & Fixed-Scope Project Refunds

A Discovery Sprint booking is fully refundable if cancelled more than 48 hours before the scheduled start, and non-refundable once discovery work has begun, since it reflects time already delivered. A Fixed-Scope Project deposit is refundable if you cancel before work begins on the first milestone; once a milestone is underway, that milestone's payment is non-refundable, but any milestone not yet started is refunded in full.

3. Non-Refundable Cases

Refunds are not available in the following situations:

• Once discovery work has begun under a Discovery Sprint booking.
• For a Fixed-Scope Project milestone once work on that milestone is underway.
• For the current billing month of an Ongoing Partnership retainer once that month has started.
• For third-party costs already incurred on your behalf (for example, third-party hosting or API usage).
• Where a Discovery Sprint cancellation request is made less than 48 hours before the scheduled start.

If you are unsure whether a milestone or billing period has already started, contact us before requesting a refund and we will confirm.

4. How to Request a Refund or Cancel a Retainer

To request a refund, or to cancel an Ongoing Partnership retainer, email us at systembalkan@gmail.com and include:

• The engagement and, where applicable, the milestone or invoice affected.
• The name and email used for the booking or contract.
• The reason for your request.

Ongoing Partnership retainers require 30 days' written notice to cancel; no refund is given for the current billing month, and no charge is made for the following month once cancellation is confirmed. Billing disputes should be raised within 14 days of the relevant invoice.

5. Processing Time

Once approved, refunds are processed within 14 business days. Refunds are returned to the original payment method used. Please note that, after we issue a refund, your bank or card provider may require additional time before the funds appear on your statement.

6. Digital Products (Scripts)

Once we deliver the source code for a PHP Scripts product, the sale is final. We do not offer a refund for change of mind, or because the product's behavior differs from what you expected after reviewing the code.

The only exception is a verified defect: if the delivered code does not match the functionality documented on that product's page, contact us and we will fix the defect or, if we cannot, refund the license fee.

License scope

• Regular License — covers a single end product, for your own use or a single client's use.
• Extended License — additionally permits reselling the product to your own clients, or running it as a hosted service (SaaS) for others.

Neither license transfers exclusive ownership of the codebase, and neither restricts us from licensing the same product to other customers.

7. Contact

See also our Terms and Conditions and Privacy Policy.