1. General principles
Waterways Internet Ltd provides specialised information and communication technology services, including software development, systems integration, hosting, cybersecurity guidance, data processing and IT consultancy. Because our work is largely project‑based and tailored to each client, refunds are assessed with reference to the stage of delivery and the value already provided.
2. Project‑based services
For custom software, web and mobile development, integration work and similar project engagements:
- Any upfront deposits or mobilisation fees are typically non‑refundable once discovery or design work has commenced, as resources will already have been allocated.
- Where fixed milestones are agreed, amounts paid for completed and approved milestones are non‑refundable.
- If a project is paused or cancelled by the client, we may issue a partial refund for any work not yet started, after deducting time and costs already incurred.
3. Hosting, cloud and recurring services
For hosting, cloud enablement and other recurring managed services:
- Fees are usually charged in advance for the applicable billing period (for example monthly or annually).
- Where a service is cancelled part‑way through a billing period, we may, at our discretion, provide a pro‑rated credit or extension of service instead of a cash refund.
- Refunds are not normally provided for periods during which the service remained available but was unused by the client.
4. Consultancy, advisory and training
Fees for consultancy sessions, workshops, assessments and training are generally non‑refundable once the session has taken place. If you need to reschedule a confirmed session, please contact us as early as possible. Where reasonable notice is given, we will seek to agree a new date without additional cost.
5. Service interruptions and performance issues
We take reasonable measures to maintain high availability and performance for systems under our control. In the event of a material outage or disruption caused by our infrastructure, we will work to restore service promptly and may, at our discretion, apply service credits or an extension of the affected service period. Any such credits are normally the sole and exclusive remedy for unplanned downtime.
6. Non‑refundable items
The following items are typically non‑refundable:
- Third‑party licences, subscriptions or domain registrations purchased on your behalf;
- Custom development work that has already been delivered or made available for testing;
- Time spent on analysis, investigation or consultancy already performed;
- Bank charges, transaction fees or currency conversion costs.
7. How to request a refund
If you believe a refund is appropriate in your circumstances, please contact us in writing with:
- Your name and organisation;
- Invoice or reference number(s);
- A description of the service provided;
- The reason for your request and any supporting details.
We will review your request, clarify any missing information and communicate an outcome as soon as reasonably practicable.
8. Changes to this policy
We may revise this Refund Policy from time to time to reflect changes in our services or applicable regulations. When changes are made, the “Last updated” date below will be adjusted. Your continued use of our services after any update indicates your acceptance of the revised policy.
Last updated: 08 December 2025