If plans change.

In short

• The first call is free.
• Projects: you pay only for work done. If you cancel, we stop, hand over what is built and refund anything you paid in advance for work we haven’t done.
• Monthly engagements: billed monthly in advance and renewed each month until you cancel by email. Partnerships, dedicated engineering and fractional leadership end 30 days after notice; managed support ends with the paid month.
• Refunds go back to the original payment method, in US dollars, within 14 days.
• If something we built doesn’t do what the proposal says and you tell us within 30 days of acceptance, we fix it at no charge, as long as nobody else has changed it.

What we sell

We sell professional services to businesses: designing, building and running automation, AI agents, data pipelines and custom software and iOS apps. They come as one-time projects (project-based development, consulting and audits) or as monthly engagements (technical partnerships, dedicated engineering, fractional technical leadership and managed support).

Each engagement is described in a written proposal with its scope or monthly capacity, price in US dollars, payment schedule and timeline. Starting prices are listed on our pricing page.

Pricing›

How work is delivered

Everything we sell is delivered online. There are no physical goods and nothing is shipped.

Systems are built and run in your own accounts. At handover you receive the code and workflows, the access you need and the documentation, with a walkthrough for the people who will look after the system. Delivery dates are set in the proposal, and move only if the scope changes or something we need from you arrives late.

Checking the work

After each delivery, you have 5 business days to tell us if something doesn’t do what the proposal describes. We fix it and deliver again. Work counts as accepted when you confirm it, when the 5 days pass without a report or when you start using it in your business.

The discovery call

The first call is free, so there is nothing to refund. To cancel or move it, use the link in your Calendly confirmation email.

Cancelling a project

You can cancel a project at any time by emailing hello@plugwheel.com. We stop work when we receive it and confirm the cancellation in writing.

Within 5 business days, we hand over everything built so far and send a final invoice for the work done up to that point, listing the deliverables and milestones it covers.

We can also end a project with written notice, for example if it can’t go ahead as agreed. The same rules apply: you pay for the work done and receive everything built so far.

Refunds

• Payments in advance: if you have paid for work we haven’t done, we refund the difference.
• Deposits: a deposit is credited against the work done. Any part not used by the time of cancellation is refunded.
• Accepted work: work that has been delivered and accepted isn’t refunded. If it doesn’t do what the proposal describes, we fix it instead, as our terms set out.
• Third-party costs: subscriptions, hosting or AI usage paid on your own accounts are refunded, if at all, under those companies’ policies.

Refunds are paid in US dollars to the original payment method within 14 days of the cancellation or of our agreeing a refund. Your bank may take a few more days to show it.

Cancelling a monthly engagement

Monthly engagements are billed in advance at the start of each month and renew automatically until cancelled. Cancel any of them by emailing us; there is no cancellation fee.

• Technical partnerships, dedicated engineering and fractional leadership end 30 days after your notice. We keep working through the notice period and hand everything over. If it ends partway through a billing month, that month is charged only up to the end date, and anything paid beyond it is refunded.
• Managed support ends at the close of the month you have paid for. A month already started isn’t refunded.
• If we end a monthly engagement ourselves, we refund the unused part of the current month.

Consulting and audits

If you cancel a consultation or audit before work starts, we refund it in full. Once the written report is delivered, it isn’t refunded.

If you disagree with a charge

Please email hello@plugwheel.com with the invoice number before raising a dispute with your bank or card issuer. We look into every billing question, reply within 5 business days and correct any mistake. Most questions are settled faster that way than through a chargeback.

Your rights

Nothing on this page limits any right you have under a law that can’t be waived by agreement.

How to ask

Email hello@plugwheel.com with the invoice number and what you would like to cancel or have refunded. We confirm we have your request within 2 business days.

Terms›Support›