Refund & Service Delivery Policy

1 Two-Stage Milestone Structure (50% / 50%)

All web presence, booking systems, and e-commerce projects are divided into two equal milestone payments:

2 "Pay-to-Publish" Model & 48-Hour Settlement Window

To guarantee a seamless launch and protect both parties, we enforce our strict "Pay-to-Publish" policy:

• Private Staging Environment: All functional developments, checkout flows, and design pages are deployed to an unindexed private demo link. You can freely click, test on mobile, and review features before making your final payment.
• Settlement Window (48 Business Hours): Once the private demo is approved, the client has a window of 48 business hours (2 business days) to remit the remaining 50% payment. This window accommodates domestic bank ACH processing or wire clearance smoothly.
• Launch Condition: Under no circumstances will the platform be pointed to the live production domain, nor will administrative credentials or source code be transferred until the final 50% payment is confirmed.
• Suspension Policy: If a preliminary version was temporarily activated on the client's live domain for live gateway testing and the 48 business hours expire without payment confirmation, the site will immediately be placed offline (maintenance screen) until the invoice is settled.

3 Initial Deposit Refund Terms

4 Pre-Launch Review & Satisfaction Guarantee

We know that your website is your digital business card. During staging on your private demo:

• We include revision rounds covering copy adjustments, palette styling, assets, and feature testing within the agreed scope.
• You are never forced to pay the remaining 50% until you have thoroughly reviewed and confirmed the site meets your expectations.

5 Project Handover & Maintenance Services

6 Project Evaluation & Right of Admission

To maintain our high engineering standards, delivery speed, and dedicated client focus, Toinli systematically reviews the technical, operational, and ethical feasibility of every proposal request received:

• Right of Admission: Toinli explicitly reserves the right to accept or decline any project inquiry without liability, particularly inquiries involving unlawful activities, misleading financial schemes, deceptive practices, infringement of third-party rights, or functional requirements exceeding our current technical scope or calendar availability.
• Rejection Prior to Invoicing: If upon initial consultation a project is determined to be incompatible with our agency focus, the prospective client will be informed transparently before any payment or invoice is generated.

7 Direct Business Use & Anti-Reseller Policy

Our pricing architecture and technological stack are intentionally engineered with direct, honest pricing to support business owners, independent founders, and small-to-medium enterprises (SMBs):

• Strict Prohibition of Reselling or White-Labeling: The unauthorized reselling, concealed subcontracting, commercial assignment, or white-label intermediation of Toinli services and client platforms to third parties or other agencies is strictly prohibited.
• Immediate Contract Termination: If evidence confirms that a client, intermediary agency, or third party is reselling our custom builds under unauthorized markups or unapproved intermediation schemes, the contract will be immediately terminated and voided by right, resulting in immediate suspension of work and access credentials.
• Milestone Settlement and Partial Refund Policy: Under such termination, a settlement calculation will be initiated whereby only funds allocated to uncommenced technical phases or milestones will be eligible for refund. The following direct costs are strictly non-refundable:
  • Direct domain registration fees (non-refundable by domain registrar registries).
  • Cloud infrastructure provisioning, database storage allocations, or third-party API licenses.
  • Billable UI/UX design, software architecture, and custom code hours executed up to the termination date.
  • Payment gateway and banking processing fees.

8 Pricing Adjustments & 15-Day Quote Price Guarantee

To accommodate updates in international cloud infrastructure costs and foreign currency exchange fluctuations (EUR, USD, COP):

• Rates Subject to Update: Published web rates represent informative baseline references and may be periodically updated, adjusted, or revised without prior notice.
• 15-Day Written Quote Price Freeze: When a client requests a tailored project and our team issues a formal written quote (via email or digital proposal document), the quoted pricing is strictly frozen and guaranteed for 15 calendar days from the date of issuance. Expired quotes will require a new estimate based on prevailing rates.

9 Billing Support & Inquiries

For payment confirmations, questions about milestone invoices, or terms assistance, reach our billing department directly at support@toinli.com.

10 Force Majeure & Agency Cancellation

In the unlikely event that Toinli must cancel an ongoing project due to force majeure, extreme platform unavailability, or insurmountable internal circumstances that prevent us from meeting the agreed-upon deadlines or quality standards:

• If the project is in the Initial Phase (prior to demo presentation): We will issue a 100% full refund of the initial deposit.
• If the project is in the Advanced Phase (after demos or beta versions have been presented): We will calculate a fair, proportional refund based on the level of development or design already delivered and usable by the client.