Refund & Cancellation Policy
When a payment can be refunded, how to ask, and how long it takes.
Last updated 5 September 2026
The four things to know.
75% refunded, 25% retained for scoping and scheduling.
Reviewed individually against the work completed.
Non-refundable once incurred; usually paid by you directly.
Approved refunds are initiated within five business days.
Summary
Mindmap projects are paid before development begins. Whether a payment can be refunded depends on how far the work has progressed when you cancel. The rules below apply to every project unless the written scope says otherwise.
Cancelling before development begins
If you cancel after paying but before development has started, 75% of the amount paid is refunded and 25% is retained to cover scoping, scheduling and administration. Development counts as started once payment and your project materials and access have been received and work has begun.
Cancelling after development begins
Requests are reviewed individually. The refund, if any, reflects the value of the work completed to that date, which is documented and shown to you. Work already produced is delivered to you in its current state.
Substantially completed projects
Where the project is substantially complete, the value of the completed work is taken into account and a refund will normally not be available. Defects in the completed work are handled under the 30-day defect correction included with every project.
Third-party costs
Costs paid to third parties on your behalf, such as domains, hosting, licences, stock assets or advertising spend, are non-refundable once incurred, because they are payable to the provider regardless of cancellation. Where possible these are purchased in your own accounts so that nothing passes through Mindmap.
Goodwill refunds
Mindmap may, at its discretion, offer a partial or full refund outside these rules where it believes that is the fair outcome. A goodwill refund is a decision made on the merits of the situation.
How to request a cancellation or refund
Email info@mindmapitsolutions.com from the address used for the project, with the project name and the reason. We confirm receipt within one business day and give a written decision within five business days.
Processing
Approved refunds are initiated within five business days of the decision, to the original payment method through Stripe. Banks and card issuers can take a further 5–10 business days to show the refund.
Defect correction is not a refund window
The 30 days of defect correction included with every project is a warranty on the work delivered. It is not a period during which a completed project can be returned for a refund.
Your statutory rights
Nothing in this policy limits rights you have under the consumer protection laws that apply where you live.