Refund Policy

The principle

You pay for work performed. If we have not performed it, you should not be out of pocket for it — and if we have, that time is not recoverable.

• Before work beginsA full refund of any advance, less transaction fees already incurred, provided no work has started.
• After work beginsA pro-rata refund of the unused balance, calculated against work completed and costs already committed on your behalf.
• On completionDelivered and accepted work is not refundable, though it remains covered by the correction commitment below.

Where we would rather fix than refund

Most dissatisfaction is a delivery problem, not a billing one. Before a refund is considered we will offer to put it right:

• CorrectionDefects in delivered work are corrected at no charge within the agreed warranty window.
• RevisionRevision rounds included in your scope are available for work that misses the agreed brief.
• Re-scopingWhere the brief itself turned out to be wrong, we will re-plan the remaining work rather than bill twice for the lesson.

What is not refundable

• Third-party costsDomains, licences, subscriptions, stock assets and cloud spend already purchased on your behalf.
• Completed milestonesMilestones formally accepted and signed off.
• Elapsed subscription periodsHosting, retainer and support periods already served.
• Scope-change workAdditional work you specifically requested and approved beyond the original scope.

Recurring services

Retainers, hosting and support subscriptions can be cancelled with the notice period set out in your agreement. Cancellation stops the next renewal; the current period runs to its end and is not refunded pro rata.

How to request a refund

• Write to usEmail contact@apex-nova.com with your engagement reference and the reason for the request.
• AcknowledgementWe acknowledge within 3 business days and may ask for detail needed to assess it fairly.
• DecisionA written decision, with the calculation shown, within 10 business days of acknowledgement.
• PaymentApproved refunds are issued to the original payment method within 14 business days of the decision.

Disputes

If you disagree with a decision, ask for it to be escalated within the company. We would always rather resolve a dispute directly than through a chargeback, which tends to cost both sides more than the disagreement is worth.