Refund & Cancellation Policy

Last updated: 3 October 2026

This policy applies to services bought from ABJAK LTD, trading as "Abjak", through our website or an Order. It forms part of our Terms of Business.

A. Cancellations and refunds

1. Before work starts: if you cancel by emailing [email protected] before your kick-off session has been held, we'll refund 100% of what you paid.
2. After work has started:
   • Discovery & Diagnosis: work starts at the kick-off session. Once it has been held, the fee is non-refundable, except as set out in point 3 or where the law requires.
   • Pilot Sprint, Core Implementation, Managed Optimisation: as set out in the Order. If the Order doesn't say, you pay for work done and any non-cancellable costs incurred up to the date you cancel, and we refund any prepaid fees for work not yet started.
   • Invoiced projects: fees for work done and any non-cancellable costs are payable. Unused prepaid fees are refunded.
3. If we don't deliver: if we materially fail to deliver what the Order describes and don't fix it within 14 days of you telling us, we'll re-perform the affected work or, if we can't, refund the fees for the affected part.
4. How refunds are paid: to the original payment method, within 14 days of our agreeing the refund.
5. Please contact us before you ask your bank or card provider to reverse a payment (a chargeback), so we can sort it out quickly.

B. Business customers only

Our services are sold only to business customers (see section 1.3 of our Terms of Business). Because of this, the consumer 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 doesn't apply. Nothing in this policy affects any rights you have that can't be excluded by law.

C. Questions and complaints

Email [email protected]. We aim to reply within 2 working days. If you're unhappy with our service, email us with the details and what you'd like us to do. We'll acknowledge your complaint within 2 working days, look into it, and aim to give you a full response within 14 days.