Refund Policy

Important Context

JASTRICKS provides custom engineering simulation services. Every project involves significant computational resources, engineering time, software licensing, and specialised expertise that are consumed during the work process — even if the results are later found unsatisfactory for reasons outside our control.

Our refund policy is designed to be fair to both parties. We will always work to resolve issues through revisions before a refund is considered.

Pre-Work Cancellation (Full Refund)

You are entitled to a full refund of any deposit paid if:

• You cancel your order before we send the project kick-off confirmation
• You cancel within 24 hours of payment, provided no computational resources have been allocated
• We are unable to fulfil your project due to scope limitations on our end

Once you receive a project kick-off confirmation email and your order appears in the tracker as "In Progress", the during-work refund terms apply.

During-Work Cancellation (Partial Refund)

If you wish to cancel after work has begun, a partial refund will be calculated based on the proportion of work remaining versus completed at the time of cancellation request. Factors considered include:

• Compute hours already run (mesh generation, solver iterations, post-processing)
• Engineering design and setup time invested
• Percentage of project milestones completed as shown in the tracker
• Any third-party software licence costs incurred

We will provide a transparent breakdown of how the partial refund amount was calculated. Partial refunds are processed within 7–14 business days.

Post-Delivery (No Refund / Revision Policy)

No refund is available after final deliverables have been provided and you have confirmed receipt. This applies even if:

• The results are not what you expected (but are technically correct for the inputs provided)
• Your project requirements change after delivery
• You decide not to proceed with the overall application for business reasons

However, if our deliverables contain a technical error attributable to us (wrong boundary conditions applied, simulation not matching the agreed brief, corrupted output files), we will issue a revision at no charge or — if a fix is not feasible — a partial refund negotiated in good faith. Contact us within 7 days of delivery for any such issues.

Non-Refundable Items

The following are non-refundable under all circumstances:

• Payment processing fees (bank transfer fees, gateway charges)
• Costs of third-party integrations specifically purchased for your project
• Add-on services (animations, technical reports, CAD modelling) that have been completed and delivered
• Rush/priority project fees once the expedited timeline has been honoured

Revision Policy (Preferred Resolution)

Before requesting a refund, we strongly encourage utilising our revision process:

• All projects include at least one round of revisions within the original project scope
• Additional revisions beyond scope can be purchased at a reduced hourly rate
• Revision requests must be submitted within 14 days of delivery
• Clearly document what needs to be changed so we can address it promptly

Most client concerns are resolved quickly through revisions. Contact us at support@jastricks.com and we will respond within 1 business day.

Processing Refunds

Approved refunds are returned via the same payment method used for the original transaction. Timelines:

• Bank transfers: 5–10 business days
• Mobile money (e.g., M-Pesa): 1–3 business days
• Other payment methods: up to 14 business days

To initiate a refund request, email billing@jastricks.com with your order ID and the reason for the request.