Refund Policy

Last updated: October 18, 2026

We want every client to know what happens to their money before they pay. This policy explains when you can get a refund for services from Pipedevs.

1. Before work starts

If you cancel after paying but before we start work, we refund the full amount, minus any non-refundable payment processing fees.

2. After work has started

• Milestone projects: milestones that are finished and delivered are not refundable. For the milestone in progress, we charge the hours already worked at the hourly rate in the quote and refund the rest of that milestone.
• Single-payment projects: we charge the hours already worked at the hourly rate in the quote and refund the rest.
• With the refund, you receive the work completed so far.

3. After delivery

Delivered work is not refundable. Instead, we fix errors in the delivered work for free if you report them within 14 days (see our Terms & Conditions).

4. A2P 10DLC and WhatsApp approval services

• Full refund if you cancel before we submit anything.
• After submission, the service fee is not refundable, because the work is done.
• If a submission is rejected, we fix it and submit it again at no extra charge, up to 2 times within 30 days of the first rejection.
• Approval is decided by carriers and Meta, so a rejection is not by itself a reason for a refund.

5. Prepaid support hours

• Unused hours are refundable within 30 days of purchase.
• Used hours are not refundable.
• Hours are valid for 90 days. Hours not used after 90 days expire.

6. Monthly services (CRM operations specialist)

• Paid monthly in advance. You can cancel with 30 days' notice.
• We do not refund a month that has already started, except as below.
• If we cannot provide the agreed hours in a month, we refund or credit the missing hours.

7. If we cannot deliver

If we cannot complete agreed work for reasons on our side, we refund the full amount paid for the unfinished part.

8. Never refundable

• Third-party costs paid to others, such as Bitrix24 plans, Twilio, carrier or Meta fees, domains or hosting.
• Payment processing and currency conversion fees charged by banks or payment platforms.

9. Projects through Upwork or other platforms

If you hired us through a freelance platform such as Upwork, that platform's refund and dispute rules apply.

10. How to ask for a refund

1. Email contact@pipedevs.com with your invoice number and the reason.
2. We reply within 5 business days.
3. Approved refunds are sent within 10 business days, to the original payment method where possible.

Please contact us before opening a dispute or chargeback with your bank. Most problems can be solved quickly by email.

11. Apps

Apps we publish in the Bitrix24 Market will have their own pricing and refund terms on their app pages.