01Summary
The short version. Cancel more than 14 days before an engagement starts and you get back everything you have paid, less any work already done and any third-party cost we have already committed for you. Cancel 7 to 14 days out and half the deposit comes back. Cancel inside 7 days and the deposit is retained, because we have held capacity for you; anything you paid above it still comes back.
Cancel a fixed-scope engagement part-way through, on 14 days’ notice, and you pay for the work done to that point; anything you have prepaid beyond it comes back within 14 business days. Retainers end on 30 days’ notice and the month already under way is not refunded.
The discovery call is free, and there is nothing to pay until a statement of work is signed.
The sections below set this out precisely. This summary is for convenience only — where it differs from the detail below, the detail governs.
02Scope
This policy explains how cancellations, rescheduling and refunds work for professional services supplied by Mach 11 Inc., a corporation incorporated in the State of Delaware, trading as Supersonic (“we”, “us”, “our”), from its place of business at 65 W 55th St, New York, NY 10019, United States.
It forms part of our Terms & Conditions and applies to every engagement unless a signed statement of work (“SOW”) or master services agreement expressly states different terms, in which case that document prevails for that engagement.
We do not sell physical goods, downloadable products or self-service subscriptions. Everything we supply is a professional service delivered by people over an agreed period.
03Engagement types
Different engagement shapes cancel differently. This policy uses three categories:
| Type | What it is | Billing shape |
|---|---|---|
| Fixed-scope sprint | A defined piece of work with agreed deliverables over a set number of weeks | Deposit on signature, balance on milestones or completion |
| Embedded partnership / retainer | Ongoing work over multiple months at an agreed monthly rate | Invoiced monthly, in advance |
| Workshop, training or advisory session | A scheduled session or short series delivered on fixed dates | Payable in full in advance |
04Deposits and prepayments
For a fixed-scope sprint we normally invoice a deposit of up to 50% of the engagement fee on signature of the SOW. The deposit confirms your dates and reserves the team; work begins once it is received.
The deposit is applied in full against the engagement fee. It is refundable in the circumstances set out in section 5 and, in part, section 6.
05Cancelling before work starts
You may cancel a signed SOW at any time before the start date by writing to hello@supersonic.studio. What comes back depends on how much notice we have, measured from the date we receive your written notice to the agreed start date:
| Notice given | Refund | Why |
|---|---|---|
| More than 14 days | 100% of everything paid, less any pre-agreed work already performed and any non-recoverable third-party cost committed at your request | We can still reallocate the reserved capacity |
| 7 to 14 days | 50% of the deposit refunded; the remainder retained. Any amount paid above the deposit is refunded | Capacity is partly recoverable at this notice |
| Fewer than 7 days | The deposit is retained in full; any amount paid above the deposit is refunded | The team is committed and the slot cannot be refilled |
If you cancel and later restart within six months, we will credit any retained deposit in full against the new engagement, subject to availability.
06Cancelling during an engagement
Either party may terminate an engagement for convenience on 14 days’ written notice — except for retainers and subscriptions, where the notice period and billing treatment are the ones in section 7. Everything else in this section, including the reconciliation below and the material-breach remedy at the end of it, applies to every engagement. On the effective date of termination:
- You pay for all services performed up to that date, calculated pro rata against the agreed fee and the proportion of scope delivered, together with any third-party costs already committed at your request.
- We deliver everything produced up to that date — code, documentation, models and working materials — in a usable form, once amounts properly due have been paid.
- Any prepaid amount that exceeds what is due is refunded to you within 14 business days of the final reconciliation.
- If the work performed exceeds what you have prepaid, we invoice the balance, payable within 15 days.
Where we cannot cleanly measure proportion of scope delivered, we will calculate the amount due on the time actually spent at the rates in the SOW, and we will show you the working.
If you terminate because we have committed a material breach that we failed to cure within 15 days of your written notice, you pay only for work performed to your reasonable satisfaction, and everything else you have prepaid is refunded in full.
07Retainers and subscriptions
Retainers and embedded partnerships run month to month unless the SOW sets a minimum term.
- Either party may end the arrangement on 30 days’ written notice, effective at the end of the following billing month.
- The current month, once started, is not refundable — the capacity has been reserved and staffed.
- Months invoiced in advance beyond the notice period are refunded in full.
- Where a minimum term applies, it is stated in the SOW and agreed before signature. Ending early inside a minimum term is reconciled the way section 6 describes, and the remaining months of the minimum term stay payable except to the extent we can reallocate the reserved capacity.
- Unused hours or capacity in a month do not roll over unless the SOW says they do.
08Workshops and training
For a scheduled workshop, training session or advisory session paid in advance:
| Notice before the session | Refund |
|---|---|
| More than 10 business days | 100% refund, or a free reschedule |
| 3 to 10 business days | 50% refund, or one free reschedule |
| Fewer than 3 business days, or no-show | No refund; a reschedule may be offered at our discretion, and any additional cost of rescheduling is payable |
09Rescheduling
We would nearly always rather move dates than cancel. You may reschedule the start of an engagement once, at no charge, if you give us at least 10 days’ notice and the new start date falls within 90 days of the original. Subsequent reschedules, or requests inside that notice period, are subject to availability and may attract a fee, which we will agree with you in writing before it applies.
A reschedule does not reset the cancellation windows in section 5. Those are measured against the original agreed start date.
10If we cancel
If we cancel or cannot start an engagement for any reason other than your material breach or non-payment, you receive a full refund of everything you have paid for work not yet performed, processed within 14 business days. Where the cancellation is our fault and causes you a demonstrable direct loss, section 13 of the Terms & Conditions governs any further liability.
If an event outside either party’s reasonable control prevents us from delivering — the force majeure situations described in section 19 of the Terms & Conditions — we will first offer to reschedule. If rescheduling is not workable, unperformed work is refunded in full.
11What is not refundable
The following are not refundable in any circumstance:
- Services already performed and delivered in accordance with the SOW.
- Third-party costs already incurred or irrevocably committed at your request — software licences, model or API usage, cloud infrastructure, data purchases, non-refundable travel.
- Bank charges, card processing fees and currency-conversion losses deducted by an intermediary.
- Amounts written off or discounted as a goodwill gesture in an earlier settlement.
- The retained portion of a deposit under section 5, except where credited to a restarted engagement.
Taxes charged on a refunded amount are refunded with it where the applicable tax authority permits.
12If you are unhappy with the work
We would rather fix a problem than argue about a refund. If you believe delivered work does not meet the standard set out in section 12 of the Terms & Conditions, tell us in writing within 30 days of delivery, describing what is wrong.
We will investigate and respond within 10 business days. Where the concern is well founded, section 12 of the Terms & Conditions gives you the choice: we will either re-perform the affected work at no additional charge, or refund the portion of the fee attributable to it. Tell us which you would prefer and we will do that.
Dissatisfaction with a business outcome is not by itself grounds for a refund. We do not warrant particular commercial results, for the reasons set out in sections 10 and 12 of the Terms & Conditions.
13How to request a refund
Send a written request to hello@supersonic.studio with the subject line “Refund request”, including:
- the name of the client organisation and the SOW or project name;
- the invoice number or numbers, and the amounts and dates paid;
- the reason for the request; and
- the bank or payment details the refund should be returned to, if different from the paying account.
Requests should be made within 60 days of the payment or of the cancellation event, whichever is later. We will acknowledge within 3 business days and give you a decision, with reasons, within 10 business days of receiving everything we need.
If we decline a request you may ask for it to be reviewed once by writing back within 30 days; a different person will review it and respond within a further 10 business days.
14How refunds are processed
- Approved refunds are issued within 14 business days of approval.
- Refunds are made to the original payment method and in the original currency wherever possible. Where that is not possible, we refund by bank transfer to an account in the client’s name.
- We do not refund to a third party or to an account in a different name, for anti-fraud reasons.
- Your bank or card issuer may take a further 5 to 10 business days to post the refund. We cannot influence that timing.
- Where an exchange rate has moved, we refund the original currency amount; we do not compensate for currency movement.
- We will send you a credit note for your records.
15Disputes and chargebacks
If you disagree with a charge, please contact us first — most disputes are resolved quickly and directly. Raising a chargeback or payment dispute before contacting us makes the matter slower for both of us and may lead us to suspend an engagement while it is resolved.
Where a chargeback is raised, we will supply the payment provider with the signed SOW, the invoice, the delivery record and our correspondence. Any dispute that is not resolved this way is handled under section 20 of the Terms & Conditions, which provides for a 30-day good-faith discussion period before formal proceedings.
16Changes to this policy
We may update this policy. The version in force is the one published on this page, and the effective date at the top shows when it last changed. The version in force on the date your SOW was signed is the one that governs that engagement.
17How to contact us
For anything to do with cancellations or refunds, contact hello@supersonic.studio or call (808) 400-9872. A formal refund request must still be made in writing, as section 13 sets out. You can also write to:
Mach 11 Inc. (trading as Supersonic)
Attn: Billing
65 W 55th St
New York, NY 10019
United States
(808) 400-9872