Refund Policy

1. Quote Requests

Submitting a quote request through Twoko Labs is free. The estimate shown in the configurator is an initial estimate only. Our team may accept, reject, or revise the final price after reviewing the request details, scope, selected options, and feasibility.

No payment is collected at the quote request stage. Because no payment is collected before a quote is accepted and invoiced, there is nothing to refund while a request is still marked as in review or rejected.

2. Custom Development Work

For custom assets, gameplay mechanics, live systems, integrations, or other bespoke development work, the final price and review notes shown in your dashboard are the commercial basis for the work. Payment, when enabled, will only be requested after a quote has been accepted or otherwise explicitly confirmed.

Once custom work has started, refunds are generally not available for completed work, delivered milestones, allocated production time, or work that has already been shared with you. If a project is cancelled before work begins, or before a paid milestone begins, we may provide a full or partial refund depending on the work already performed and any non-recoverable costs.

3. Digital Products and Credits

Twoko Labs may also provide digital services, SDKs, APIs, cloud infrastructure, downloadable files, and digital service credits. Due to the exact and easily duplicable nature of digital products, we generally do not offer refunds once a purchase has been completed and the download, access grant, service activation, or credit allocation has occurred.

4. Exceptions

We may grant a refund, partial refund, or account credit under the following exceptional circumstances, evaluated on a case-by-case basis:

• A paid custom project is cancelled before work begins.
• A paid milestone is cancelled before that milestone begins.
• The digital file is critically corrupted and we cannot provide a working replacement.
• A duplicate transaction accidentally occurred due to a verifiable technical issue on our end.
• We are unable to provide the paid service or accepted scope due to an issue on our end.

5. Non-Refundable Cases

Unless required by applicable law, refunds are generally not available for:

• Accepted custom work that has already been completed or delivered.
• Production time, research, setup, or implementation work already performed.
• Digital credits, SDKs, files, or service access that have already been allocated, downloaded, or used.
• Requests based only on a change of mind after work has started.
• Delays caused by missing, inaccurate, or late information from the customer.

6. How to Request a Refund

If you believe your situation qualifies for a refund under our exceptions, you must contact our support team within 14 days of the original purchase or payment. Please include your order ID or quote request ID, account email, the accepted scope or dashboard reference if applicable, and a detailed explanation of the issue with screenshots or supporting materials if available.

7. Contact Information

To submit a refund request or if you have questions about this policy, please reach out to us: