Payment and Refund Policy

Last Updated: 3/2/2025

HIKOMORE (“the Agency,” “we,” or “us”) aims to be transparent with our Clients (“you”) regarding all matters of payment, scope, and refunds. This Payment and Refund Policy (“Policy”) outlines the procedures and obligations for both parties concerning deposits, invoicing, refunds, changes to project scope, and late payments. By engaging our services, you agree to this Policy, which supplements (and should be read in conjunction with) our primary Terms of Service and any applicable Statement of Work (“SOW”).

 

1. Deposits and Retainers

1. Non-Refundable Deposits

   • All deposits or retainers paid for consultations, project kickoffs, or reserved resources are non-refundable under any circumstances.
   • This non-refundable policy is based on the fact that deposits secure our time, expertise, and resource allocation, which cannot be reclaimed or reassigned once we have committed to your project.

2. Exception: Inability to Commence Work

   • If HIKOMORE cannot start or deliver any work as outlined in the agreed scope — for example, if we fail to engage, provide updates, or perform any work or communication after receiving the deposit — then a full refund of the deposit will be offered.
   • This exception applies solely in scenarios where HIKOMORE has neither performed any billable actions nor used any resources toward the project and where there has been zero communication or progress updates provided to the Client.

 

2. Invoicing and Payment Terms

1. Milestones and Invoicing

   • Payment schedules may be broken down into milestones or phases, as specified in the relevant SOW or Project Agreement.
   • You will receive invoices for each milestone, and payment must be made within the timeframe stated on the invoice (typically 14 days unless otherwise agreed).

2. Methods of Payment

   • We accept bank transfers, credit cards, or other payment methods as agreed in writing.
   • All payment details will be provided on the invoice, along with any relevant reference numbers or instructions.

3. Taxes and Fees

   • You are responsible for any applicable taxes, levies, or duties that may be imposed by your jurisdiction in relation to our services.

 

3. Scope of Work (SOW) and Additional Charges

1. Adherence to the SOW

   • The SOW or Project Agreement outlines the agreed scope, deliverables, and specifications for your project. HIKOMORE will adhere to this scope unless changes are requested in writing and approved by both parties.

2. Deviations from Original Scope

   • If you request additional features, services, or any deviation from the initial SOW, HIKOMORE will issue a revised quotation (or addendum to the SOW) that includes a breakdown of additional fees and/or extended timelines.
   • No additional work will commence until the Client has provided written approval (e.g., email confirmation, signed addendum) of the new costs and timeline.

3. Client Approval and Sign-Off

   • It is the Client’s responsibility to carefully review and approve any new or updated SOW or quotation. Any delays in approval may affect the overall project timeline and cost.

 

4. Refunds

1. Refund Eligibility

   • Refunds are generally not provided for work that has already been initiated or completed, unless explicitly stated otherwise in the SOW or this Policy.
   • Deposits are non-refundable except in the sole case where HIKOMORE fails to commence any work and provides no communication or updates whatsoever.

2. Partial Refunds

   • If the Client cancels the project mid-way and we have partially delivered work, no refund will be issued for the deposit or completed milestones.
   • In certain exceptional cases, and only at HIKOMORE’s discretion, we may negotiate a partial refund for prepaid future milestones if no work has been initiated on those milestones.

3. Chargebacks and Payment Disputes

   • Should any payment dispute or chargeback arise, HIKOMORE will make reasonable efforts to resolve the matter directly with the Client.
   • Unauthorized chargebacks may result in suspension of Services and additional legal or administrative fees at the Client’s expense.

 

5. Late Payments

1. Interest on Overdue Invoices

   • If an invoice remains unpaid beyond the stated due date, HIKOMORE reserves the right to charge interest on the outstanding amount in accordance with UK law under the Late Payment of Commercial Debts (Interest) Act 1998, or other relevant legislation if applicable.
   • The statutory interest rate is currently 8% above the Bank of England base rate. This rate may fluctuate based on changes in the base rate.

2. Example of Interest Calculation

   • For an outstanding invoice of £5,000, if the Bank of England base rate is 4%, the total interest rate would be 12% (8% + 4%).
   • The annual interest on £5,000 at 12% would be £600 per year (i.e., £5,000 x 0.12 = £600).
   • If the payment is 30 days late, interest for that period would be calculated as:
     • Interest=£5,000×12%×30365≈£49.32 \text{Interest} = \frac{£5{,}000 \times 12\% \times 30}{365} \approx £49.32Interest=365£5,000×12%×30​≈£49.32

3. Additional Fees and Suspension of Services

   • In addition to interest, HIKOMORE may suspend or withhold further Services if invoices remain unpaid beyond the due date.
   • Any administrative fees, legal fees, or collection fees incurred while recovering overdue payments will be borne by the Client.

 

6. Communication and Disputes

1. Communication

   • We encourage open and prompt communication regarding any invoicing, payment, or scope-related issues.
   • If you foresee any delays or difficulties in payment, please inform us immediately to discuss potential solutions or adjustments.

2. Resolving Disputes

   • Should any dispute arise regarding payments, scope, or related matters, both parties agree to attempt an amicable resolution through direct communication.
   • If no resolution can be found, the matter may be escalated according to dispute resolution processes set forth in the Terms of Service (e.g., mediation, arbitration, or applicable court proceedings).

 

7. Amendments to This Policy

• HIKOMORE reserves the right to revise or update this Policy at any time. Any significant changes will be communicated through our website or via email when appropriate.
• Your continued use of our services following any updates to this Policy constitutes your acceptance of the revised terms.

 

8. Contact Information

If you have any questions or concerns regarding this Payment and Refund Policy, please contact us at:

• Email: accounts@hikomore.com
• Address: 124 City Road, London EC1V 2NX