Patchwise

Refund policy

Clear, fair, and upfront: full refund before work starts, no refund after an engineer begins.

Last updated: October 28, 2026

1. Summary — non-refundable service

Patchwise is a hands-on, time-critical service. The moment you place an order, we allocate a named engineer, prepare your case, and stand ready to access your server. Because the nature of emergency PHP patching requires immediate, irreversible work, all sales are final once work begins. This service is non-refundable. By placing an order, you explicitly accept this policy.

2. Full refund — before work starts

If you request a cancellation within 24 hours of payment AND no engineer has started work on your order, we will issue a full refund. To request a pre-work cancellation, email us with your order number. We will confirm that work has not started and process the refund within 5 business days. After 24 hours, if work has not yet started, refunds are issued at our sole discretion.

3. No refund — after work begins

Once an engineer has acknowledged your case, received access, and begun auditing or patching, the order is considered "in progress" and no refund is available under any circumstances. This includes every stage of the workflow: access received, backup done, patching, testing, or report delivered. The nature of emergency PHP patching requires immediate hands-on work that cannot be reversed or "returned." No refund is available if: you are dissatisfied with the results, the work reveals additional issues, you change your mind, your hosting provider is uncooperative, your site has pre-existing issues we did not cause, or you fail to provide working access after work has been scheduled.

4. No refund for data loss or damage

We are not liable for data loss, file damage, database corruption, downtime, or any other damage that occurs during or after the patching process, and no refund will be issued for such events. You are responsible for maintaining your own independent, tested backups before we begin work. If data loss occurs and you have not maintained your own backups, no refund or compensation is available. See our Terms of Service, Section 5 for full details on data loss and liability.

5. Partial remedy — if we fail to deliver

If we fail to deliver the agreed scope through our own fault (not due to access issues, hosting limitations, third-party problems, or your failure to maintain backups), we will either: (a) complete the undelivered work at no extra cost, or (b) refund the portion of the fee corresponding to the undelivered scope. This is at our sole discretion and assessed case by case. This is the only scenario in which a partial refund may be issued after work has begun.

6. Care plan cancellations

Monthly care plans can be cancelled at any time with 30 days notice. Cancellation takes effect at the end of the current billing period. The current month's fee is non-refundable. Annual care plans are refundable on a prorated basis for unused full months, minus a 10% administrative fee. Care plan fees for services already rendered (scans, monitoring, patching) are non-refundable.

7. How refunds are processed

When a refund is approved, it is processed through the original payment method (PayPal or invoice credit). Depending on your bank and PayPal, refunds may take 5–10 business days to appear on your statement. We are not responsible for delays caused by PayPal or your bank. We will record a refund note on your order in our finance system.

8. Chargebacks

If you believe you are entitled to a refund, contact us first. Initiating a chargeback or payment dispute without first contacting us may result in immediate account suspension, termination of all active services without refund, and prevents us from resolving your concern. We keep detailed records of work performed, access timestamps, engineer notes, and deliverables to respond to disputes fairly and accurately.

9. Contact

For refund requests or questions, email us with your order number. We respond within one business day.