Refund Policy · Drassine Digital Engineering

Our Refund Philosophy

Refunds are expensive for everyone — clients lose time, we lose revenue and momentum, and trust is damaged. Our goal is to structure engagements so refunds are almost never necessary. That means clear scoping, honest timelines, and milestone-based payments that let you walk away early if things aren't working.

That said, we recognise that circumstances change. This page explains exactly when refunds are granted, when they're partial, and when they're not available.

1. Software Projects — Milestone Structure

Software engagements are billed in three milestones: 50% at kick-off, 25% at UAT sign-off, and 25% at delivery. Refund eligibility depends on which milestone you're in when the project ends.

Before Kick-off

Full refund of the 50% deposit, minus any third-party costs already incurred (domain registration, hosting setup). No questions asked within 7 days of signing.

During Discovery (Weeks 1–2)

Partial refund of 30% of deposit. The remaining 70% covers discovery work, architecture planning, and scoping documents we've already produced — all of which you keep.

During Development (Weeks 3+)

No refund of the deposit. However, if we've collected the UAT milestone, that portion is refundable if the project hasn't reached UAT. Any completed code is delivered to you in its current state.

After Delivery

No refunds after final delivery. All work has been completed, documented, and handed over. Post-delivery issues are covered under our 30-day aftercare window at no extra cost.

2. Digital Assets — Non-Refundable

Digital products sold through shop.drassine.com — UI kits, code boilerplates, design systems, and scripts — are non-refundable once downloaded. This is standard practice across the digital goods industry, and it protects against the obvious exploit of downloading, refunding, and using the asset anyway.

To prevent buyer's remorse, we publish detailed demos, screenshots, and documentation before you buy. If a product isn't what you expected, tell us — while we can't refund the purchase, we often offer credit toward a different asset or a partial refund on a case-by-case basis for genuine misrepresentations on our end.

Exception: If a digital asset is fundamentally broken (doesn't run at all despite following our instructions), we'll either fix it within 5 business days or refund in full.

3. Hardware — 7-Day Check Window

Physical devices sold through our shop are covered by a 7-day engineering check warranty. Within that window, you may request:

Full refund: If the device fails to meet advertised specifications and cannot be repaired or replaced within 5 business days.
Replacement: Preferred option for most issues — we ship a new device and collect the faulty one at our cost.
Repair: Option for minor issues where the device can be fixed quickly.

Refunds are processed within 7 business days to your original payment method. Cash on Delivery refunds are issued via bank transfer or JazzCash/Easypaisa.

4. When Refunds Are Not Available

We do not grant refunds in these situations:

You changed your mind after significant work was completed.
You failed to provide feedback or credentials, causing delays that led to project stalling.
You violated our Terms of Engagement in a way that led to termination.
Hardware was damaged by physical impact, liquid, or unauthorized modification.
Digital assets have already been downloaded.
Custom-configured hardware has already been procured (components are non-returnable to suppliers).
More than 30 days have passed since delivery (for software) or 7 days (for hardware).

5. How to Request a Refund

All refund requests must be submitted in writing to refunds@drassine.com. Include:

Your order number or project reference.
Reason for the refund request.
Any supporting evidence (screenshots, error logs, photos for hardware).
Preferred outcome — refund, replacement, or repair.

We acknowledge every request within 3 business days. Decisions are communicated within 7 business days. Approved refunds are processed within 7 business days of approval.

6. Chargeback Policy

If you initiate a chargeback with your bank or payment provider without first contacting us, we consider this a breach of contract. Consequences include:

Immediate suspension of all services and account access.
Permanent ban from future engagements and shop purchases.
Recovery of the disputed amount plus administrative costs through legal channels.

Please talk to us first. Every legitimate concern we've ever received has been resolved without a chargeback.

Refunds & Cancellations.