Policies
Refund and Dispute Policy
This policy explains when refunds are available and how billing disputes are handled for services provided by Sköld Labs.
Last updated: May 13, 2026
Billing Models
- Fixed-fee projects: priced by scope, milestones, or delivery phases.
- Hourly work: billed based on tracked time at agreed rates.
Refunds for Fixed-Fee Projects
- Before project kickoff: refundable, minus non-recoverable payment processing fees (if any).
- After kickoff and before milestone acceptance: refundable only for work not yet performed.
- After milestone acceptance: charges for accepted work are non-refundable.
- Third-party costs already incurred for the project are non-refundable.
Refunds for Hourly Work
- Completed, logged hourly work is non-refundable.
- If a prepaid balance exists, unused hours are refundable after reconciliation.
- Approved refunds are typically processed within 10 business days.
Dispute Process
- For billing concerns, contact [email protected] within 14 calendar days of the invoice date.
- Include the project name, invoice number, and a short description of the issue.
- A response is typically provided within 10 business days.
- Initiating a chargeback without first contacting us may pause active work until resolution.