Refund Policy

1. Policy Scope

This refund policy applies to our professional B2B services including fixed-price projects, monthly retainers, on-demand services, and consultancy. We do not sell physical products.

Important: Advertising spend (Google Ads, Meta, TikTok, etc.) is paid directly by the client to the advertising platforms and does not pass through Axcendy. These costs are separate from our service fees.

2. Refund Principles

• Same Payment Method: Refunds are processed exclusively to the original payment method
• Response Time: Acknowledgment within 1 business day, decision within 10 business days
• Processing Time: Approved refunds typically appear within 5-10 business days (depends on card issuer/bank)
• Direct Resolution: We seek direct resolution with clients before any payment disputes
• No Results Guarantee: We do not guarantee specific marketing results or business outcomes

3. Fixed-Price Projects

3.1 Before Project Start

• Full Refund: Available before any work begins or deliverables are created
• Processing: No deductions for projects not yet commenced

3.2 After Project Kickoff

• Pro-Rata Refund: Based on unexecuted work value, deducting:
• Completed deliverables (code, design, reports, documentation)
• Non-refundable third-party costs (domains, licenses, APIs, tools)
• Hours effectively worked (at agreed rates)

3.3 Quality Issues

• Corrections First: If deliverables don't meet approved scope, we correct within agreed timeframe
• Refund Option: If corrections aren't completed on time, client may choose partial refund or service credits

4. Monthly Retainers & Ongoing Services

4.1 Cancellation

• Timing: Cancel anytime with effect from next billing cycle (unless minimum term contracted)
• Pro-Rata Refunds: Only if we fail to deliver contracted activities for the period
• No Results Guarantee: We work with KPIs and targets, but cannot guarantee specific outcomes

4.2 Digital Marketing Services

• Management Fees: Refundable for undelivered services
• Ad Spend: Paid directly by client to platforms (Google, Meta, etc.)
• Reporting: Monthly service reports provided for transparency

5. On-Demand Services

• Not Started: Full refund available
• Started but Not Delivered: Pro-rata refund for incomplete work
• Delivered/Approved/Downloaded: Not refundable
• Consulting Hours: Billed upon completion, non-refundable once delivered

3. Refund Request Timeframes

4. Conditions for Refund Approval

4.1 Eligible Circumstances

• Service Not Delivered: Failure to deliver agreed services within specified timeframe
• Quality Issues: Deliverables not meeting agreed specifications
• Technical Problems: Unresolvable technical issues preventing service delivery
• Contract Breach: Axcendy fails to meet contractual obligations
• Client Cancellation: Early project termination by client request

4.2 Non-Eligible Circumstances

• Change of Mind: Client decides they no longer need the service
• Scope Changes: Client requests modifications beyond original scope
• External Factors: Third-party service failures or market changes
• Completed Work: Services already delivered and accepted
• Client Delays: Project delays caused by client non-responsiveness

5. Refund Calculation Methods

5.1 Full Refund Scenarios

• Services not yet commenced (within 48-hour window)
• Complete service failure on our part
• Mutual agreement to terminate project

5.2 Partial Refund Calculation

• Milestone-Based: Refund = Total Cost - (Completed Milestones × Milestone Value)
• Time-Based: Refund = Total Cost - (Hours Worked × Hourly Rate)
• Percentage-Based: Refund based on percentage of work completed
• Subscription Services: Pro-rated refund for unused period

5.3 Deductions and Fees

• Third-party costs (hosting, domains, licenses) are non-refundable
• Processing fees may be deducted from refund amount
• Work-in-progress may be charged at hourly rates

6. Refund Request Process

6.1 Submission

• Email Required: All refund requests via email to finance@axcendy.com
• Include Details: Invoice number, service description, specific reason for refund
• Business Justification: Explain how service failed to meet agreed scope

6.2 Review Timeline

• Acknowledgment: Within 1 business day
• Decision: Within 10 business days
• Processing: 5-10 business days after approval
• Payment Method: Original payment method (required by Stripe)

6.3 Documentation Required

• Original payment confirmation
• Service agreement or scope document
• Communication records related to service issues

7. Special Circumstances

7.1 Service Interruptions

• Our Fault: Full or partial refund for unused services
• External Factors: Force majeure events may limit refund eligibility
• Client Changes: Scope changes may affect refund calculations

7.2 Quality Disputes

• First Resolution: Attempt to correct or complete service
• Alternative Solutions: Service credits or future project discounts
• Final Option: Partial refund based on delivered value

7.3 14-Day Grace Period

• New Clients: 14-day period to waive setup fees for legitimate service issues
• Communication Required: Must report issues within 48 hours of discovery
• Good Faith Basis: For genuine service delivery problems only

8. Non-Refundable Items

8.1 Third-Party Costs

• Domain Names: Domain registration and renewal fees
• Software Licenses: Third-party software, themes, plugins
• API Costs: External service integration fees
• Hosting Fees: Server costs incurred on client's behalf

8.2 Completed Deliverables

• Delivered Work: Code, designs, reports handed over to client
• Knowledge Transfer: Training sessions and consultations completed
• Setup Services: Account configurations and initial setups

8.3 Advertising Spend

• Ad Platform Fees: Google Ads, Facebook Ads spend (not our management fees)
• Client Responsibility: Clients pay ad platforms directly
• Separate Billing: Management fees refundable, ad spend is not

9. Chargeback Prevention

9.1 Direct Resolution Priority

• Contact First: Email finance@axcendy.com before initiating chargebacks
• Faster Resolution: Direct refunds process faster than chargeback disputes
• Avoid Fees: Chargeback fees may be deducted from final refund amount

9.2 Documentation Standards

• Clear Agreements: All projects include detailed scope documents
• Progress Updates: Regular communication and milestone approvals
• Delivery Confirmation: Client acknowledgment of completed work

9.3 Chargeback Response

• Evidence Provided: Service agreements, delivery confirmations, communications
• Dispute Defense: Valid services delivered will be defended
• Fees Recovery: Chargeback fees may be invoiced separately for frivolous disputes

10. Client Responsibilities

10.1 Communication Requirements

• Timely Feedback: Respond to requests within agreed timeframes
• Clear Specifications: Provide detailed requirements and approval criteria
• Issue Reporting: Report problems immediately when discovered

10.2 Access and Cooperation

• System Access: Provide necessary login credentials and permissions
• Content Provision: Supply required content, images, and materials
• Decision Making: Make timely decisions to avoid project delays

10.3 Payment Obligations

• Milestone Payments: Pay according to agreed schedule
• Scope Changes: Additional work requires separate payment authorization
• Third-Party Costs: Directly pay for domains, ads, and external services

11. Refund Calculation Methods

11.1 Itemized Deductions

• Completed Work: Deduct value of delivered milestones or hours worked
• Third-Party Costs: Subtract non-refundable external expenses
• Processing Fees: Stripe/payment gateway fees may be deducted

11.2 Pro-Rata Calculations

• Monthly Services: Based on unused days/weeks in billing period
• Project Milestones: Based on percentage of uncompleted work
• Hourly Services: Based on unused hours in purchased blocks

11.3 Maximum Refund Amounts

• Service Value Only: Refunds limited to our management/service fees
• Excludes Ad Spend: Client's direct advertising costs not refundable
• Delivered Value: Cannot exceed original service payment amount

12. Contact Information & Legal

12.1 Refund Contact

• Email: finance@axcendy.com
• Subject Line: "Refund Request - [Invoice Number]"
• Response Time: 1 business day acknowledgment

12.2 Legal Framework

• Governing Law: UK business law applies
• Stripe Compliance: Payment processing follows Stripe's refund requirements
• B2B Focus: Policy designed for business-to-business services

12.3 Policy Updates

• Amendment Rights: Policy may be updated with 30 days notice
• Active Contracts: Existing agreements remain under original terms
• Communication: Changes notified via email to registered address