Refund Policy

1. Refund Policy Overview

At Nyyxon, we stand behind the quality of our IT services and solutions. We believe in transparency and fairness, which is why we have established clear refund guidelines. This policy outlines the conditions under which refunds are provided for our services and products.

Our goal is to ensure customer satisfaction while protecting our investment in project delivery. All refund requests must be submitted in writing within the timeframe specified below.

2. Refund Eligibility & Conditions

Refunds are available under the following conditions:

• Project Not Started: If your project has not begun, you may request a full refund within 14 days of contract signing
• Minimal Work Completed: Projects with less than 10% of work completed (within first 7 days) qualify for a 90% refund
• Service Breach: If Nyyxon fails to meet contractually agreed-upon service levels, partial or full refunds may apply
• Non-Delivery: If deliverables are not provided within the agreed timeline without valid justification, refunds are available
• Quality Issues: Critical defects preventing deliverable usage may qualify for refunds or credit toward fixes

3. Non-Refundable Services & Items

The following are generally NON-REFUNDABLE:

• Completed Work: Services fully delivered and accepted by client
• Consulting & Advisory: Strategy sessions, architecture reviews, and consulting hours once used
• Third-Party Costs: Payments made to third-party vendors (hosting, domain registration, licenses, APIs)
• Fully Deployed Systems: Live systems in production for more than 30 days with satisfactory performance
• Custom Development (>50% Complete): Custom software development after 50% of project completion
• Training Sessions: Training and knowledge transfer services once completed
• Support & Maintenance: Monthly support and maintenance plans once services are active
• Retainer Agreements: Monthly retainer fees for used services cannot be refunded after service delivery

4. Refund Request Process

5. Refund Timeframes & Percentages

6. Refund Deductions & Holdbacks

Approved refunds may be reduced by the following deductions:

• Work Completed: Payment for hours worked and deliverables produced
• Third-Party Costs: Expenses paid to third-party vendors (hosting, licenses, APIs, domains)
• Infrastructure Setup: Cloud infrastructure, servers, or development environment setup costs
• Transaction Fees: Payment processing fees incurred during initial transaction (if applicable)
• Resources Used: Costs of resources, tools, and services activated for your project

7. Special Circumstances & Exceptions

Service Level Agreement (SLA) Breaches: If Nyyxon breaches agreed-upon SLA terms, service credits or refunds may be issued based on the severity and duration of the breach.

Major Project Delays: Projects delayed beyond 30 days from original deadline without valid cause may qualify for partial refunds or service credits.

Unsatisfactory Deliverables: If deliverables do not meet contractually agreed specifications, clients may request revision rounds at no charge. If issues persist after two revision rounds, partial refunds are available.

Force Majeure Events: In cases of force majeure (natural disasters, pandemics, war), refunds may be replaced with service credits for future use.

Key Personnel Changes: If the primary project lead is replaced mid-project with inadequate transition, clients may request credits or partial refunds.

8. Refund Limitations & Disclaimers

• Refund requests must be submitted within 60 days of invoice date. Requests after 60 days are not eligible.
• Clients who request refunds forfeit access to delivered code, systems, documentation, and deliverables unless otherwise specified.
• Refunds are issued as credits or bank transfers only. No alternative payment methods are available.
• Refunds do not include reimbursement for client-caused delays, change requests, or scope modifications.
• Fraudulent refund claims result in prohibition of future service eligibility and possible legal action.
• Clients cannot request refunds while claiming deliverables are usable in production.

9. Refund Payment Methods & Processing Timeline

Payment Methods:

• Original Credit/Debit Card: 5-7 business days (depends on card issuer)
• Bank Transfer: 7-10 business days (international transfers may take longer)
• Service Credits: Applied immediately to Nyyxon account
• Check Payment: 10-14 business days (mailed to registered address)

10. Refund Disputes & Escalation

If you disagree with a refund decision, you may escalate your case:

• Level 1: Contact our Refunds Team (refunds@nyyxon.com) with additional documentation within 10 days of decision
• Level 2: Request management review from our Finance Director within 15 days of Level 1 response
• Level 3: Formal dispute resolution through our legal team (legal@nyyxon.com) within 30 days
• Level 4: Binding arbitration in accordance with our Terms and Conditions