Refund & Cancellation Policy

This Refund & Cancellation Policy applies to purchases from Root Digit unless a signed order form, statement of work, product schedule or mandatory law provides different terms. It does not create a universal trial, cooling-off period or money-back guarantee.

A subscription can be cancelled before its next renewal through the account controls, client portal or written notice route stated in the order. Cancellation stops future renewal but does not ordinarily refund the current billing period.

Prepaid subscription fees are non-refundable after service begins except where the order includes an express refund right, Root Digit materially fails to provide the contracted Service and does not cure, or mandatory law requires a remedy. Free or limited trials end or convert only as disclosed before activation; we will not charge a trial payment method without the required authorisation.

Customer may request cancellation in writing. Amounts remain payable for work performed, accepted milestones, committed third-party costs, non-cancellable reservations and reasonable transition work through the effective cancellation date.

Deposits, mobilisation fees and completed milestones are non-refundable unless the statement of work says otherwise or law requires a refund. For an in-progress fixed-price milestone, the parties will determine the amount earned using completed work, demonstrable progress, reserved capacity and unavoidable commitments. Root Digit will provide a reasonable accounting on request.

Licence, environment setup, dedicated infrastructure, onboarding and provisioning fees are generally non-refundable once credentials, capacity or customer-specific resources have been issued. If the delivered Service materially fails agreed acceptance criteria, Root Digit will first attempt correction or re-performance within a reasonable period.

If correction is not reasonably possible, the remedy may include termination of the affected item and refund of the portion paid for the materially non-conforming, unused item, subject to the agreement and mandatory law.

Submit the request through the legal and commercial enquiry route or, for an existing customer, the client portal. Include the contracting organisation, order or invoice reference, affected Service, requested effective date, reason and relevant evidence. Do not send card details or credentials.

• We will acknowledge a complete request and may ask for identity or authority verification.
• We will assess the signed terms, delivery record, service status and applicable mandatory rights.
• We will communicate the decision and calculation in writing. Approved refunds are returned to the original payment method where practicable.

After approval, Root Digit will instruct the refund within ten business days unless the agreement or law requires a shorter period. Banks, card networks and payment providers control final settlement timing. Refunds are issued in the original transaction currency where supported; exchange-rate differences and external bank charges are outside Root Digit’s control.

Taxes will be refunded or credited only to the extent permitted by tax law and invoicing rules. Where a credit note is required, Customer must provide information reasonably needed to issue it.

• The request concerns properly delivered, accepted or substantially consumed Services.
• The issue results from Customer systems, instructions, unauthorised changes, misuse or a third-party service outside Root Digit’s control.
• Customer violated the agreement or Acceptable Use Policy.
• The fee covered non-cancellable infrastructure, licensing, travel, procurement or reserved capacity disclosed in the order.
• The request is outside an agreed claim period and no mandatory legal right requires a remedy.

A declined discretionary refund does not remove any statutory remedy or valid contractual claim.

Many Root Digit transactions are business-to-business and may fall outside consumer statutes. Where a person qualifies as a consumer and a mandatory rule applies, that rule prevails over a conflicting part of this Policy.

Please contact us before initiating a chargeback so we can investigate. This does not restrict a lawful payment dispute or cardholder right. Fraudulent chargebacks, duplicate recovery or misuse of a dispute process may result in suspension and recovery of reasonable costs where permitted.

Policy updates apply prospectively. The version incorporated into an existing order continues for that order unless the parties agree otherwise or a legal change must apply immediately.