Payment & Refund Policy

• Invoices follow the schedule in the proposal, for example on milestones, monthly in arrears, or monthly in advance for dedicated teams.
• Payment is due by the date shown on the invoice and is accepted by the methods listed on it, usually bank transfer or card.
• Fees exclude taxes such as VAT or GST unless stated. You are responsible for bank charges and withholding taxes unless the agreement says otherwise.

An advance or deposit reserves our team and covers work started. It is credited against your final invoices.

If an invoice is overdue we will remind you. We may pause work, and apply any late-payment charges stated in your agreement, until the balance is cleared. Delivery dates move by the length of the pause. Please tell us early if there is a problem with an invoice and we will work it out with you.

• Before work starts: if you cancel before kickoff, we refund amounts you have paid, less any non-recoverable costs we have already committed on your behalf.
• During delivery: you receive a refund of prepaid fees for work not yet performed. Work already delivered or in progress is billed in full for the time and milestones completed.
• After acceptance: fees for deliverables you have accepted, or are deemed to have accepted under your agreement, are not refundable.
• Defects: if delivered work does not meet the agreed specification, we fix it under the warranty or support terms in your agreement before any refund is considered.

Monthly arrangements can be ended with the notice period stated in your agreement. You pay through the end of that period. Fees already paid for a period in which the team has been working are not refundable.

Costs charged by others, such as cloud hosting, software licences, domains, stock assets or advertising spend, are passed on at cost or paid by you directly, and are not refundable by us once incurred.

Approved refunds are returned to the original payment method where possible, in the same currency, normally within a reasonable time after approval. Your bank may take longer to show them.

If you disagree with an invoice, email hello@kramate.com with the invoice number and your reasons before paying the disputed part, and we will respond promptly. Please contact us before starting a card chargeback so we can resolve it directly.