Refund and cancellation policy

This policy explains what happens if you cancel, pause or change a project or support plan with Shyft Stack (formerly Noor Ahmed Ecommerce Solutions). It forms part of our terms of service. If your written proposal or order says something different, the proposal or order applies. Orders placed through Fiverr follow Fiverr's own cancellation and refund rules.

How payment works

• Packages and fixed-price projects: 50% deposit to start, 50% on delivery before your store goes live. Prices and invoices in USD.
• Larger custom projects: a fixed price for each phase, agreed in writing before work starts and invoiced as set out in the proposal.
• Support plans: Billed monthly in advance, in USD. Cancel any time with 30 days' notice.
• Nothing is charged until you approve the scope and we send your first invoice.

Cancelling a project

You can cancel a project at any time by emailing info@shyftstack.com. What we refund depends on how far the work has gone:

• Before work starts: we refund your deposit in full.
• After work has started: we keep payment for the work completed up to the day you cancel, refund the rest of your deposit, and explain how we worked it out. We hand over the work completed, which is yours once it is paid for.
• After delivery: completed and approved work is not refundable, and the balance is due on delivery. Work is approved when you approve it, or 14 days after delivery if we have not heard from you.

The Store Audit fee is credited in full toward your build if you go ahead with us. Once the audit has been delivered, it is not otherwise refundable.

If something is not right

Tell us before you approve the work, and we will put it right within the agreed scope. Each package includes a set number of revision rounds: 2 rounds with Launch, 3 rounds with Brand, 3 rounds with Growth. Custom projects include the rounds stated in their scope.

After launch, we fix any defect in our own work at no charge for the support period in your package: 14 days with Launch, 30 days with Brand, 45 days with Growth. This does not cover changes made by others, third-party apps or theme updates, or new features.

Changes to the scope

Work outside the agreed scope, including extra pages, products and copywriting, is quoted separately, and we tell you the cost before any extra work starts. A change can also move the timeline; we confirm both in writing before we begin. Changes that reduce the scope are agreed in writing too, with any change to the price.

Delays and paused projects

Timelines run from when we have the deposit and everything we need from you, such as content, images, product data and store access. Delays in providing these, or in giving feedback, move the timeline; they do not make the project refundable.

If you need to pause a project, tell us by email. Your payments stay as credit toward the project, and we agree a new schedule when you are ready to restart. If you decide not to restart, the project is treated as cancelled, as described above.

Support plans

• Plans run month to month, billed in advance.
• You can cancel any time with 30 days' notice by email. Your plan ends when the notice period ends.
• Fees already billed are not refunded, including for development hours not used in that month.
• You can also pause a plan with notice; tell us when you would like it to restart.

Third-party costs

Your Shopify plan, themes, apps, domains and other third-party services are billed to you directly by those providers, so we cannot refund them. Each provider's own refund policy applies; we are happy to help you contact them.

Payment disputes

If you have a concern about a payment, please contact us first: most problems can be solved quickly by email. If a chargeback or payment dispute is opened, we may pause work on the project or support plan until it is resolved.

How to ask for a refund

Email info@shyftstack.com with your name, the project or plan, and what you would like to cancel. We will confirm what will be refunded and how we calculated it, and pay it back by the method you paid with, in US dollars.

Your rights

Our services are for businesses. If you are a consumer, nothing in this policy limits the rights the law where you live gives you.