A refund policy
written honestly.

You may request a full refund if all of the following are true:

• Before delivery. The source code has not yet been transferred to your repository.
• Within 7 days. The request is made within 7 calendar days of purchase.
• Original payer. The request comes from the account or email used to purchase.

In this window, refunds are processed without questions.

The following are not refundable once delivered or started:

Delivered source code

Once the repository transfer is complete, the license and source code are considered delivered.

Custom development work

Non-refundable once implementation has started, prorated to the work completed if the engagement is cancelled.

Deployment services

Non-refundable once the scheduled session has taken place.

Extended support blocks

Non-refundable once the block has been consumed or the coverage period has begun.

Because Relay is delivered as source code — which is inherently copyable — refunds after delivery are limited. This is standard for licensed source-available and enterprise software.

Custom development is quoted separately under a written scope of work. Once implementation has started, the engagement is non-refundable, but you may cancel remaining scope at any time. Cancelled scope is prorated based on the work already delivered.

The free initial deployment session included with your license is non-refundable once the session has been held. Additional paid deployment or migration engagements are non-refundable once scheduled.

Outside the standard eligibility window, refunds may still be considered in genuine exceptional circumstances, including:

• Duplicate purchase. A second license was accidentally purchased for the same business.
• Delivery failure. We were unable to deliver the source code as promised.
• Undisclosed incompatibility. A material technical limitation you were not informed of before purchase, and which cannot be resolved.

Exceptional refunds are reviewed case-by-case and are entirely at Relay's discretion.

To request a refund, email billing@relaycrm.io from the purchase email with:

• Order reference. The transaction ID or invoice number.
• Reason. A short description of why you are requesting the refund.
• Confirmation. That you have not deployed or shared the source code (if applicable).

Response time

Acknowledged within 1 business day.

Decision

Communicated within 3 business days.

Payout

Approved refunds are returned via the original payment method within 5–10 business days.

Anything unclear? Email billing@relaycrm.io before purchase. It's much easier to answer questions upfront than to arrange a refund later.