# Refunds and disputes

> How we bill, refund and cancel, and how a disputed charge is settled. Every engagement runs on a written agreement.

Every engagement runs on a written agreement. This page says how we bill, refund and cancel, and how a disputed charge is settled.

## How we bill

Work is billed as the written agreement for each engagement states: discovery, a fixed-price build, or monthly support.

## Fixed-price builds

A fixed-price build is invoiced as its agreement states. Once it is delivered to the agreed scope, it is not refunded. A disagreement about scope is settled against the written spec.

## Cancelling monthly support

Write to [hello@sapiensolutions.com](mailto:hello@sapiensolutions.com) to cancel. Support ends at the close of the paid month. The current month is not refunded, and nothing is billed after it.

## Prepaid work not yet started

An amount paid for work we have not started is refunded on request.

## Disputed charges

Raise a charge you dispute with [hello@sapiensolutions.com](mailto:hello@sapiensolutions.com) first. We answer within five business days. You may also open a dispute with your card issuer at any time.