This page explains our 50% deposit / 50% completion payment structure and how refund and cancellation requests are assessed fairly across our international website development projects.
01 / Overview
This policy explains how deposits, cancellations, and refund requests are generally handled for website design, development, and related services supplied by Parallel Labs. Parallel Labs is operated by Parallel Chat LLC, a limited liability company registered in New Mexico, United States ("we", "us", "our"). We primarily serve businesses but may also work with individual customers internationally.
02 / Payment schedule
Our typical payment arrangement is a 50% deposit before project work begins and the remaining 50% upon completion, as defined by the agreed project milestones or deliverables. The written proposal or project agreement will confirm the price, payment due dates, taxes, scope, and any different arrangement before payment is requested.
03 / Cancellation before work starts
If you cancel before we begin any project work, you may request a refund of the deposit. We will return amounts not yet earned or reasonably committed to agreed, non-recoverable expenses, subject to applicable law. We will explain any proposed deduction and provide a breakdown upon request. No deposit is automatically forfeited simply because it is called a deposit.
04 / Cancellation after work begins
If you cancel after discovery, planning, design, or development has started, we will assess the completed work, agreed milestones, and reasonable, documented costs incurred up to the cancellation date. Any funds paid above amounts lawfully owed will be refunded. If the amount earned exceeds payments already made, any additional amount due will be handled according to the written project agreement and applicable law.
05 / Completion and acceptance
The final 50% payment is ordinarily due upon completion under the agreed project acceptance criteria. Deliverables, review periods, revisions, and handover conditions should be set out in your project agreement. Delivery or approval does not remove any legal remedies for defective services, unmet contractual obligations, or mandatory consumer rights. A change of mind alone does not always create a refund entitlement for fully performed bespoke work.
06 / If Parallel Labs cancels or cannot deliver
If we cancel a project or cannot provide the agreed services, we will discuss an appropriate resolution. This may include refunding sums attributable to undelivered work and other remedies required by the agreement or applicable law. We will not retain payment for services we have not provided without a lawful basis.
07 / Third-party purchases
Domains, hosting, paid plugins, fonts, software licences, stock assets, and other third-party purchases may be subject to separate supplier terms. Where approved purchases are genuinely non-refundable, we will identify them and explain any relevant deductions. Your mandatory rights are not limited by a third party's refund policy.
08 / Consumer rights and international customers
This policy does not exclude or restrict any rights that cannot lawfully be waived. Some individual customers may have statutory cancellation or cooling-off rights for contracts entered into remotely, including rights that depend on whether work has begun with their express request and on information given before purchase. Rules differ by jurisdiction. Business-to-business agreements may permit different arrangements. Where applicable law grants greater protection than this policy, that law prevails.
09 / How to request a cancellation or refund
To request a cancellation or refund, email support@joinparallel.chat with your name, project reference or business name, an explanation of the request, and any relevant supporting information. We will acknowledge and review the request, assess the project agreement, completed work, amounts paid, and applicable rights, and communicate our decision and any breakdown of deductions. Where law imposes a specific response deadline, we will follow it. If you disagree with an assessment, you may reply to the same address for further review.
10 / Refund method and timing
Where possible, approved refunds are issued through Stripe to the original payment method. Stripe, card issuers, and banks may require additional processing time after a refund has been initiated. We will provide available confirmation and an estimated timeframe when a refund is approved. Any refund method or deadline required by applicable law takes precedence.
11 / Relationship to project agreements
Each project should have a written agreement confirming the precise deposit, deliverables, milestones, revision allowance, acceptance criteria, third-party costs, cancellation arrangements, and ownership or handover terms. Where an individual project agreement differs from this general policy, its terms govern only to the extent they are lawful and do not override mandatory customer rights.
12 / Updates and contact
We may revise this policy from time to time. Changes will not retroactively remove contractual or statutory rights applying to an existing project. For questions, email support@joinparallel.chat. Business mailing address: 1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, USA.