Refund & Dispute Policy

FulgentFlow OÜ provides software development services and digital products. Because our work is digital and delivered progressively, the following applies.

Right of withdrawal (14 days)

For new engagements, you may request a full refund within 14 days of your initial payment, in line with EU consumer protection rules — provided we have not yet begun substantial work at your explicit request. If you ask us to start work within that period, you acknowledge that the right of withdrawal ends once the service has been fully performed.

Project (fixed-price milestone) work

Payments are tied to milestones. Completed and accepted milestones are non-refundable, as they represent delivered work. For a milestone in progress, refunds are assessed on a pro-rata basis for work not yet performed.

Retainer (subscription) work

Retainer fees cover a recurring allocation of capacity. Unused hours within a billing cycle are non-refundable unless otherwise agreed in writing. See the Cancellation Policy for ending a retainer.

Digital products

Downloadable or access-based digital products are non-refundable once access has been granted, except where the product is materially defective and we are unable to remedy it.

How to request a refund

Email contact@fulgentflow.com with your order or invoice reference and the reason for the request. We acknowledge all requests within 3 business days and aim to resolve them within 14 days.

Disputes

If you're unhappy with a charge, please contact us first at contact@fulgentflow.com so we can resolve it directly — most issues are settled quickly. You retain any rights available to you under applicable law and through your payment provider.