Policies & Terms

We're a small, focused team and we take communication seriously. Whether you have a question about a project, need technical support, or have a billing concern, you'll always hear back from a real person — not a ticket system.

Uplevel Software LLC provides digital services only. We do not sell or ship physical products.

Because every project we take on is custom built from scratch, refunds are handled based on how far along the work is at the time of the request. We think that's the fairest way to handle it for everyone involved.

Project deposits

All projects require a 50% deposit before work begins. This deposit covers the time we invest in discovery, planning, and early development. Once work has started, the deposit is non-refundable.

Cancellations mid-project

If you need to cancel after work has begun, we'll work with you to determine a fair refund based on what has and hasn't been completed.

• We assess the percentage of work completed against the agreed project scope.
• Completed work is billed at the agreed project rate.
• Any remaining balance from amounts paid beyond completed work will be refunded within 14 business days of a written cancellation request.
• The initial 50% deposit is not included in any refund calculation.

Ongoing service agreements

Monthly fees that have already been charged are non-refundable. If you'd like to adjust a future billing cycle, reach out before your next billing date and we'll work it out.

To start a refund request, email billing@uplevelsoftware.com with your project name, invoice number, and a brief description. We'll respond within two business days.

If something doesn't look right on your bill or you feel a charge wasn't handled correctly, please come to us first. We'd much rather resolve it directly than have it escalate into a formal dispute.

How to raise a concern

• Email billing@uplevelsoftware.com with your name, invoice or project number, and a description of the issue.
• We'll acknowledge your message within one business day.
• We'll work with you to reach a fair resolution within seven business days.

Chargebacks

We ask that you contact us before disputing a charge with your bank or card issuer. Nearly every billing question can be resolved quickly with a direct email. Chargebacks filed without reaching out first make resolution harder and may affect future engagements.

Governing law

Any unresolved disputes are governed by the laws of the State of Missouri, United States.

If you have an ongoing monthly service agreement with us, here's how cancellations work.

Minimum commitment period

All ongoing service agreements include a minimum commitment of 12 months from the start date. During this period the agreement cannot be cancelled — you remain responsible for monthly fees through the end of the initial term. This allows us to properly plan resources and support your product.

Cancelling after the minimum period

After your first 12 months, you're free to cancel at any time with 30 days written notice before your intended end date. Send your notice by email to billing@uplevelsoftware.com.

What happens when you leave

• Any outstanding balance must be settled before the agreement closes.
• Once settled, we'll deliver a full export of your codebase and data.
• Your hosted applications stay live through the end of your final paid billing period.
• After that period, hosted infrastructure will be taken offline.

To begin the process, email billing@uplevelsoftware.com with the subject line "Cancellation Request — [Your Company Name]" and we'll take it from there.

Our services are available to businesses operating lawfully within the United States. The following applies to all engagements.

Where we work

We currently serve clients based in the United States only. We do not accept engagements from clients located in countries subject to U.S. export controls, trade restrictions, or economic sanctions administered by the U.S. Department of Commerce, Treasury, or State.

Lawful use

• Software we build must be used for lawful purposes only.
• Clients are responsible for ensuring their use of our work complies with all applicable laws.
• We reserve the right to decline any project that involves illegal activity or prohibited content.

Who owns what we build

Once all project fees are paid in full, you own the custom code we wrote for your project — completely and without restriction. We retain no rights to your deliverables after final payment. Third-party libraries and open source components remain subject to their own licenses, which we document clearly at handoff.

From time to time we may offer promotional pricing or limited-time discounts. When we do, the following terms apply unless we've stated otherwise in writing.

• Promotions are valid only for the time period and scope stated at the time of the offer.
• Promotional rates apply to new engagements only and cannot be applied retroactively.
• Only one promotion or discount may be applied per engagement unless explicitly stated otherwise.
• We reserve the right to change, extend, or end any promotion at any time without advance notice.
• Promotional offers have no cash value and are non-transferable.

Questions about a specific offer? Email hello@uplevelsoftware.com and we'll clarify.