Transparent payments. Practical resolutions.

This policy applies to services purchased directly from Solvinex unless a signed proposal, statement of work, maintenance agreement or invoice states different terms. Where there is a conflict, the project-specific written agreement takes priority.

Before work starts, we aim to confirm scope, deliverables, timeline, client dependencies, milestones and fees so both sides understand the commitment.

A deposit reserves delivery capacity and enables discovery, planning and project setup. Once work or reserved capacity begins, the deposit is generally non-refundable to the extent it covers completed work, committed time and non-cancellable expenses.

• Milestone invoices become payable when the relevant milestone or agreed billing event is reached.
• Third-party costs such as domains, hosting, licences, plugins, advertising spend and platform fees are non-refundable once purchased or committed.
• Taxes, currency and payment schedules follow the accepted proposal or invoice.

Before work begins

If you cancel before work and capacity reservation begin, contact us promptly. We will review whether a refund is available after deducting payment-processing charges, completed discovery and non-cancellable commitments.

After work begins

If you cancel after delivery has started, you remain responsible for work completed, time committed through the cancellation date and third-party expenses. Any unused balance beyond those amounts will be assessed against the applicable agreement.

Requests to pause or reschedule depend on team availability and may affect the timeline. A prolonged client-side pause may require a restart schedule or reasonable remobilisation fee where stated in the project agreement.

New features, additional revisions or changes outside the agreed scope are not grounds for refund. We will normally document them as a change request with revised cost and timing before proceeding.

If you believe delivered work does not match the written scope, notify us with specific details and supporting examples. We will first review the concern and, where appropriate, correct in-scope issues within a reasonable period.

Refunds are not normally provided for a change of preference after approval, delays caused by missing client inputs, third-party platform decisions, or results that were never expressly guaranteed. This does not limit rights that cannot be excluded under applicable law.

Email hello@solvinex.com with your name, business, invoice or proposal reference, reason for the request and relevant evidence. Please submit requests promptly after the issue arises.

We will acknowledge the request, review project records and respond with the available remedy or calculation. Any approved refund is returned through an appropriate payment method and may take additional processing time depending on banks or payment providers.