This policy explains how GL2 handles refund requests, billing errors, and payment disputes for professional software services and digital deliverables.
Project payments and deposits
Project scope, pricing, milestones, and payment schedules are documented in a proposal, statement of work, invoice, or other written agreement. Those project-specific terms control if they differ from this general policy.
Unless a written agreement states otherwise:
- A kickoff payment or deposit may be refunded before GL2 begins work or reserves the agreed delivery capacity.
- After work begins, fees associated with completed work, time already spent, approved milestones, and specifically reserved capacity are not refundable.
- Prepaid amounts for work that has not been performed may be refunded after deducting fees for completed work and non-cancelable commitments made for the project.
- Accepted digital deliverables and completed hourly consulting services are not returnable and are generally nonrefundable.
Duplicate or incorrect charges
GL2 will correct duplicate charges, processing errors, or amounts charged contrary to the applicable written agreement. Submit the request through the customer-service form and select “Refund or payment dispute.” Include the invoice number, payment date, amount, and a description of the issue.
Request timing and review
Please report a billing concern within 14 calendar days after the charge appears. GL2 will normally acknowledge the request within 24 hours and may request supporting information. Approved refunds are returned to the original payment method. Financial institutions may require additional time to post the credit.
Payment disputes
Clients are encouraged to contact GL2 before initiating a chargeback so the underlying issue can be reviewed promptly. Contacting GL2 does not waive any rights available through a card issuer or applicable law. GL2 may provide the payment processor with relevant proposals, agreements, invoices, communications, delivery records, and time records when responding to a dispute.
Contact
Submit refund requests and billing disputes through the GL2 contact form. Choose “Refund or payment dispute” so the request can be routed correctly.