Refund, Cancellation & Delivery Policy

This policy applies to all services provided by Sydcup OÜ, a software engineering company registered in Estonia at Sepapaja tn 6, Lasnamae, Tallinn, Harju county, 15551, Estonia.

We want every client to be satisfied with our work. If something isn't right, we'll do our best to make it right. This policy outlines how refunds, cancellations, and service delivery work.

Refund eligibility depends on the type of engagement and how far work has progressed:

• Work not yet started — if we have not begun work on your project, you are entitled to a full refund of any prepayment.
• Work in progress — if work has already started, you are entitled to a refund for the portion of work not yet completed. We will provide a clear breakdown of work done and any amount due back to you.
• Completed work — once a deliverable has been accepted by you (or the agreed review period has passed without objection), that portion is considered complete and is not eligible for a refund.

Refund requests should be sent to [email protected]. We will acknowledge your request within 2 business days and process approved refunds within 10 business days.

Refunds are issued to the original payment method. If you paid via bank transfer or credit card through our payment provider (Wise), processing times may vary — typically up to 10 working days for card payments and up to 3 working days for bank transfers.

Either party may cancel an engagement by providing written notice:

• Before work starts — you may cancel at any time and receive a full refund of any prepayment.
• During an engagement — you may cancel with 14 days' written notice. You will be invoiced for work completed up to the cancellation date. Any overpayment will be refunded.
• Dedicated team engagements — cancellation terms are defined in the individual service agreement. The standard notice period is 30 days.

To cancel, email us at [email protected] with your project reference.

Sydcup provides custom software development and IT services. Delivery works as follows:

• Project scoping — after initial consultation, we provide a proposal with defined scope, milestones, and timelines.
• Development — work is delivered in agreed milestones or sprints. You receive regular progress updates and access to deliverables as they are completed.
• Review and acceptance — each deliverable has a review period (typically 5 business days) during which you can request revisions or raise issues.
• Final delivery — completed projects are delivered as source code, deployed applications, or documentation as defined in the project scope.

All services are delivered remotely via digital channels (code repositories, cloud deployments, video calls). There are no physical shipments.

Standard project timelines range from 2 weeks to 6 months depending on scope. Specific delivery dates are agreed in writing before work begins.

We accept payment via bank transfer and credit/debit card. Card payments are processed securely by Wise (TransferWise Ltd). Sydcup does not collect, store, or have access to your card details at any time — all card data is handled entirely by Wise.

Payment terms are defined in each project's service agreement, typically structured as:

• An upfront deposit before work begins
• Milestone-based payments as work is delivered
• Final payment upon project completion

All amounts are invoiced in EUR unless otherwise agreed.

If you are unhappy with any aspect of our service, please contact us at [email protected]. We will work with you to resolve the issue promptly.

If we cannot reach a resolution, you may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

We may update this policy from time to time. When we do, we will update the "Last updated" date at the top of this page.

If you have questions about this policy, contact us at [email protected].