1. Payment
The normal structure is a 30% deposit and 70% balance, unless staged payments are agreed in writing. Scheduling begins after written acceptance and the agreed deposit. Payment methods are mutually agreed from channels actually available at the time.
2. Before work or after analysis
Before work starts, the balance is refunded after deducting actual, unrecoverable third-party costs. If requirements analysis, communication or planning has been completed, the reasonable value of that completed work and unrecoverable costs are also deducted.
3. Design and development stages
After design starts, completed design, communication and third-party costs are not refunded; unstarted development may be refundable. After development starts, completed work is settled in proportion to real progress, with unstarted work refundable.
4. Test version and live launch
After a test version is delivered, completed work is normally non-refundable and Dianye must first receive reasonable time to revise or repair. A major, verifiable in-scope problem that remains unresolved after a reasonable repair period may justify a refund for the affected undelivered part.
After live launch, refunds are exceptional: complete failure to deliver a core service, a major in-scope defect that remains unresolved, or another written agreement between the parties.
5. Non-recoverable charges
Only real and explainable costs are deducted; fabricated fees are not permitted.
- Actually purchased domains, hosting, databases, plugins, APIs, fonts, stock assets and licences.
- Payment-channel fees, incurred contractor fees and other charges that the third party will not return.
6. Dianye cannot continue or a function is infeasible
If Dianye cannot continue, usable completed work is settled and the uncompleted part is refunded. If a specific function is confirmed infeasible, a reasonable alternative is offered first; if rejected, the corresponding undelivered amount is refunded.
7. Requesting a refund
Send the project number, payment record, reason and preferred resolution to info@dianyeweb.cyou. We review the project documents, completed work and actual third-party costs before confirming the amount and timing in writing.