Cancellation & Payment Terms

Last updated: 21 July 2026

Consulting, retainers and custom software are different from retail purchases, so instead of a retail-style refund policy we set out clearly how deposits, cancellations, pauses and payments work. Where a signed proposal or statement of work says otherwise, that document takes precedence.

Projects

Deposits. Projects normally begin with a deposit as stated in the proposal. Deposits secure delivery capacity and are non-refundable once work has begun.
Work completed. If a project is cancelled part-way, work completed up to the cancellation date (including discovery, design and documentation) is invoiced at the agreed rate, and any deliverables completed to that point are handed over on payment.
Third-party costs. Licences, subscriptions and usage fees already incurred on the client's behalf are non-refundable.
Paused projects. Projects can be paused by agreement for up to 60 days. Resumption is subject to availability; a pause beyond 60 days may be treated as a cancellation.
Client delays. Where work stalls awaiting client input for more than 30 days, we may invoice for work completed to date.
Acceptance. Deliverables are treated as accepted when the client confirms acceptance, puts them into productive use, or raises no material issues within 10 business days of delivery — whichever comes first. We fix material defects reported within that period at no charge.

Monthly plans

AI Advisory is month-to-month. Cancel any time with notice before your next billing date; access continues to the end of the paid month.
AI Growth begins with a 3-month initial engagement. Fractional AI Department begins with a 3–6 month initial engagement as agreed at sign-up. After the initial term, both continue monthly and can be cancelled with 30 days' written notice.
Onboarding fees cover discovery, access setup, process mapping, technical review and roadmap creation. They are non-refundable once onboarding has been delivered. Onboarding fees are waived for clients committing to 6 months.
Capacity. Monthly delivery capacity reserves availability and does not roll over; unused capacity is not refunded.

Payment

Plan fees are invoiced monthly in advance. Project invoices follow the schedule in the proposal.
If an invoice is materially overdue, we may pause work and support until the account is brought up to date, after giving notice.
Scope changes are always quoted and agreed in writing before they're billed.

If something's wrong

If you believe we haven't delivered what was agreed, tell us at support@estaraai.com — putting it right comes first. Nothing on this page affects your statutory rights.