1. General Policy
Because Prola provides custom digital services, refunds are limited.
Most work is planned, scheduled, researched, and partially consumed as soon as project preparation begins.
2. If Work Has Not Started
If payment has been received and work has not started, Prola may issue a refund minus:
- payment processing fees
- bank transfer fees
- currency conversion fees
- administrative costs
3. If Work Has Started
If work has started, refunds are generally not available for work completed, time reserved, research performed, or capacity allocated.
Where appropriate, Prola may:
- deduct the value of completed work
- convert the remaining balance into account credit
- offer a partial refund at its discretion
4. Completed Work
Completed work is non-refundable.
If a deliverable falls within the agreed scope, refunds will not be issued simply because preferences changed, internal priorities shifted, or a third party later requested different adjustments.
5. Revision Opportunity
If a concern relates to interpretation of the brief or quality within scope, the client agrees to first allow Prola a reasonable opportunity to review the issue and provide revisions where appropriate.
6. Prepaid Packages, Units, and Retainers
Prepaid packages, prepaid units, and retainers are non-refundable once any portion has been used, reserved, allocated, or consumed.
Unused balances may, at Prola’s discretion:
- remain on the client account for future services for a limited period
- be converted into project credit
- be partially refunded where no work or capacity was consumed
Unused retainer capacity does not roll over unless expressly agreed in writing.
7. Abandoned Projects
If a client becomes unresponsive for an extended period, Prola may classify the project as inactive or abandoned.
Amounts already paid for work performed, reserved capacity, expired package validity, or project setup are non-refundable.
Restarting an abandoned project may require a new quote and new timeline.
8. Chargebacks and Payment Disputes
If you believe a payment issue exists, contact us first so we can attempt to resolve it in good faith.
Filing a chargeback without first attempting resolution may result in suspension of services and enforcement of outstanding amounts.
9. Contact
Prola Group