Refund Policy

1. Overview

At NexivoStudio, we take pride in the quality of our work and aim for every client to be satisfied. Because our services are custom, creative, and labour-intensive, our refund policy reflects the nature of digital work — not physical goods. Please read this policy carefully before engaging our services.

2. Deposits

All projects require a non-refundable deposit (typically 50% of the total project value) before work begins. This deposit covers initial discovery, planning, and the allocation of our team's time to your project. Deposits are not refundable under any circumstances once work has commenced.

3. Project Cancellation

3.1 Cancelled Before Work Begins

If you cancel a project after paying the deposit but before any work has started (within 48 hours of payment), we will refund 50% of the deposit as a goodwill gesture. After 48 hours, the full deposit is non-refundable.

3.2 Cancelled During Active Work

If you cancel a project while work is in progress:

• The deposit is non-refundable.
• You will be invoiced for all work completed beyond the deposit value, calculated at our hourly rate.
• All completed deliverables to the cancellation date will be handed over upon receipt of final payment.

3.3 Cancelled After Completion

Once a project has been delivered, approved, and/or launched, no refund is available on the completed work.

4. Refund Eligibility

A refund may be considered in the following limited circumstances:

• Duplicate payment: If you were charged twice for the same invoice, the duplicate charge will be refunded in full within 5 business days.
• Service not delivered: If NexivoStudio fails to deliver the agreed service and cannot remedy the issue within a reasonable timeframe, a proportional refund of the amount paid beyond the deposit will be issued.
• Material deviation from agreed scope: If our final deliverable substantially deviates from the documented project scope and we are unable to revise it to match the agreed brief, a partial refund may be negotiated.

5. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Project deposits once work has commenced.
• Domain registration fees (charged by third-party registrars and non-recoverable).
• Third-party hosting, software licences, or plugin fees paid on your behalf.
• Completed and approved design or development work.
• Monthly retainer fees for active maintenance or SEO services already rendered.
• Rush fees or expedited delivery surcharges.

6. Monthly Retainer & Subscription Cancellation

Monthly retainer services (maintenance, SEO, social media management) may be cancelled with 30 days written notice. Cancellation takes effect at the end of the current billing cycle — we do not offer pro-rated refunds for partial months. No refund is issued for the current month's retainer once the billing date has passed.

7. Quality Guarantee

We are committed to delivering quality work. If you are not satisfied with a deliverable, we encourage you to raise your concerns before the project is marked complete. We will work with you through the agreed revision process to address any issues. Our goal is always a happy client — please communicate early rather than requesting a refund.

8. How to Request a Refund

To request a refund or raise a billing concern, please contact us within 14 days of the invoice date:

• Email: info@nexivostudio.io
• Include your full name, project name, invoice number, and reason for the request.

We will acknowledge your request within 1 business day and aim to resolve all refund requests within 7 business days. Approved refunds are processed back to the original payment method within 5–10 business days depending on your bank.

9. Disputes

If you are dissatisfied with our resolution of a refund request, we encourage you to escalate in writing to our management team. We will always attempt to resolve disputes fairly and amicably. If an agreement cannot be reached, disputes shall be handled in accordance with the governing law clause in our Terms of Service.

10. Changes to This Policy

NexivoStudio reserves the right to update this Refund Policy at any time. The policy in effect at the time of your project agreement governs that engagement. Updates will be published on this page with a revised "Last updated" date.