Our policy on billing, payments, refund eligibility, and financial dispute resolution for Dockvio technology services.
Dockvio delivers technology services — including software development, cloud infrastructure, and IT solutions — on a structured, milestone-based engagement model. All financial arrangements are defined in a signed Project Agreement or Statement of Work ("SOW") agreed upon before any development work begins. This Refund Policy sets out the conditions under which payments may be refunded, partially credited, or forfeited, and establishes a clear process for raising billing disputes. By commissioning services from Dockvio, you agree to the terms described in this policy.
Projects are broken into defined phases or milestones, each with documented deliverables and an associated payment. Invoices are issued upon the completion of each milestone. Some engagements may require an upfront deposit before work commences, which is stated explicitly in the Project Agreement. All amounts are invoiced in the currency specified in the Project Agreement and are payable within the timeframe stated on the invoice. Fees are exclusive of taxes unless otherwise stated; any applicable taxes are the responsibility of the Client.
Upon completion of each milestone, the Client is given a defined review period — as stated in the Project Agreement — to evaluate the delivered work against the documented acceptance criteria. During this period, the Client may raise reasonable revision requests that fall within the original scope at no additional charge. Once the Client formally approves a milestone — by written confirmation, portal approval, or by proceeding to use the delivered work — that milestone is considered accepted. Payment associated with an accepted milestone is non-refundable. If a Client does not respond within the review period and has not raised any objections, the milestone is deemed accepted after a grace period of 5 business days.
A full or partial refund may be issued in the following clearly defined circumstances:
Refunds will not be issued in the following circumstances:
Where a project requires an upfront deposit or a monthly retainer, the following applies:
If either party terminates an engagement mid-project:
To raise a refund request or dispute a charge, contact us in writing at connect@dockvio.com within 14 days of the relevant invoice date or milestone delivery date. Your communication must include:
Upon receipt, Dockvio will acknowledge your request within 2 business days. We will review the SOW, delivery records, communications, and invoice history and provide a formal written response within 5 business days. If the claim is upheld, a resolution — either a refund, credit, or revised invoice — will be agreed and processed promptly.
Approved refunds will be processed to the original payment method used for the transaction. Refunds will be processed within 2–3 business days from the date of approval. Dockvio is not responsible for delays caused by banking institutions. If a refund cannot be made to the original method due to account closure or similar circumstances, we will arrange an alternative method.
We encourage clients to contact us directly to resolve billing disputes before initiating a chargeback with their bank or payment provider. Chargebacks initiated without prior notice may result in the suspension of account access and ongoing services while the dispute is investigated. If a chargeback is filed for a payment that Dockvio determines to have been correctly charged and earned, we reserve the right to provide evidence to the payment provider and pursue recovery of the funds plus any associated chargeback fees.
Dockvio reserves the right to update this Refund Policy at any time. Changes will be published on this page with an updated effective date. For active engagements, the refund terms in your signed Project Agreement take precedence. If no Project Agreement exists, the version of this policy in effect at the time the engagement commenced applies.
For all refund requests, billing queries, or financial dispute resolution, contact our accounts team at connect@dockvio.com. Please include your project reference and relevant invoice numbers in all correspondence to ensure a prompt response.
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