Refund Policy
At Axioree (“Axioree,” “we,” “us,” or “our”), we are committed to delivering high-performance software engineering, bespoke Next.js web applications, cybersecurity audits, UI/UX design, and result-oriented digital marketing campaigns. Because our services require upfront technical scoping, custom code authoring, and dedicated specialist allocation, this Refund Policy outlines the exact terms and circumstances under which refunds, cancellations, and fee adjustments are evaluated.
This Refund Policy forms an integral part of our Terms & Conditions. By engaging Axioree, approving a project proposal, or submitting payment for any invoice or retainer, you acknowledge that you have read, understood, and agreed to this Refund Policy.
1. Milestone-Based Custom Development Projects
Our custom software engineering, Next.js web applications, SaaS platforms, and enterprise solutions operate on structured milestone schedules outlined in your project Statement of Work (“SOW”). Refund eligibility for milestone projects is governed as follows:
- Initial Upfront Deposit: The initial project deposit covers preliminary system architecture, UI/UX wireframing, sprint planning, and dedicated engineering resource allocation. Once project discovery or development has begun, the initial deposit is strictly non-refundable.
- Completed & Approved Milestones: Once a project milestone (e.g., Design Approval, Alpha Prototype, Frontend Integration, or Backend API Deployment) has been delivered, reviewed, and approved by the client—or accepted upon deployment to staging—fees paid for that milestone are non-refundable.
- Uncommenced Milestones: If a project is terminated early by the client prior to commencing work on a subsequent scheduled milestone, any funds paid in advance specifically allocated for that uncommenced milestone will be refunded in full, less any direct non-recoverable expenses and banking or transaction processing fees.
- Work-in-Progress Cancellations: If a project is cancelled while a milestone is actively underway, Axioree will calculate the pro-rated value of work completed up to the date of cancellation based on hours logged and deliverables produced. Any remaining unearned balance from that active milestone will be refunded to the client.
2. Monthly Retainers & Subscription Services
Axioree offers recurring monthly retainer plans for continuous marketing, branding, and technical maintenance:
- Social Media Marketing Plans (Half Kacchi, Full Plate Special, Kacchi Thali): Retainer packages are billed in advance at the beginning of each monthly billing cycle to allocate creative designers, copywriters, and campaign strategists. Once a billing cycle has commenced, subscription fees for that month are non-refundable.
- Website Support & Maintenance Retainers: Monthly technical maintenance retainers reserve dedicated engineering hours for 24/7 uptime monitoring, security patching, backups, and proactive updates. Fees for active retainer months are non-refundable once the billing cycle begins.
- Subscription Cancellation Policy: You may cancel a monthly retainer at any time by providing written notice at least fourteen (14) days prior to the start of your subsequent billing renewal date. Your service will remain fully active throughout the remainder of the paid billing period, with no subsequent charges incurred.
- Unused Retainer Hours / Deliverables: Monthly retainer deliverables, creative allocations, or support hours expire at the end of each billing month and do not roll over to subsequent months unless explicitly agreed in writing in your SOW.
3. Cybersecurity & Security Vulnerability Audits
Cybersecurity vulnerability assessments, web application penetration tests, and security hardening reviews require immediate specialist assignment, automated scanning configurations, and manual threat analysis.
- Once security scanning, diagnostic analysis, or audit execution has commenced, cybersecurity audit fees are non-refundable.
- If an audit is booked and cancelled in writing at least 48 hours prior to scheduled execution, a full refund will be issued, less a 10% administrative setup and scheduling fee.
4. Non-Refundable Direct & Pass-Through Costs
Under no circumstances will Axioree provide refunds for non-recoverable direct expenses incurred on the client’s behalf. These non-refundable items include:
- Domain name registrations, renewals, DNS services, and SSL certificate purchases.
- Third-party software licenses, proprietary fonts, commercial icons, stock photography, and paid plugins.
- Cloud hosting and server infrastructure fees (e.g., AWS, Vercel, Cloudflare, DigitalOcean, MongoDB Atlas).
- Direct paid advertising spend paid to ad platforms (Google Ads, Meta Ads, LinkedIn Ads, TikTok Ads).
- Third-party payment processor transaction fees, gateway charges, or currency conversion deductions.
5. Quality Assurance, Revisions & 30-Day Warranty
We believe in resolving issues collaboratively. If you are dissatisfied with any deliverable or encounter technical discrepancies:
- Structured Revisions: Every project package and milestone includes allocated revision rounds to ensure the final deliverables match your requirements and visual identity.
- 30-Day Bug-Fix Guarantee: Following production delivery, we provide a complimentary 30-day bug-fix guarantee to resolve any functional deviations or defects in Axioree’s code.
- Remediation First: Prior to requesting a refund or cancellation, the client must submit a detailed written report of the specific defect or SOW discrepancy. Axioree must be granted a reasonable period of fourteen (14) business days to inspect, rectify, and re-deliver the conforming work.
6. How to Submit a Refund or Cancellation Request
All refund and cancellation requests must be formally submitted in writing. To ensure prompt review, please follow these steps:
- Email your formal request to billing@axioree.com with a copy to info@axioree.com.
- Include your full legal/company name, active project title, invoice numbers, and payment transaction IDs.
- Provide a clear, detailed explanation of the grounds for your cancellation or refund request, including supporting documentation or milestone reference numbers.
- Our executive and finance team will review the request against project git commit history, time logs, and communication archives, providing an official written decision within five (5) to seven (7) business days.
7. Refund Processing & Disbursement Timeline
Once an official refund is approved in writing by Axioree management:
- Refunds will be credited back via the original method of payment (Stripe, SSLCommerz, wire transfer, credit card, or bKash).
- Approved funds are disbursed from our accounts within seven (7) to ten (10) business days. The actual appearance of funds in your bank or credit card statement depends upon your issuing financial institution.
- Refunds are disbursed in the original currency of the transaction. Axioree is not responsible for international currency exchange rate fluctuations or intermediary bank transfer fees.
8. Chargebacks & Unauthorized Disputes
We are committed to resolving any disagreement through open, professional communication. Initiating an unauthorized payment chargeback or credit card dispute without first contacting Axioree to follow the dispute resolution procedure set forth herein is a material breach of our agreement.
In the event of an unjustified chargeback, Axioree reserves the right to immediately suspend all active software development, revoke staging access, remove deployed digital assets, and seek full recovery for the chargeback amount, administrative fees, and legal costs incurred.
9. Policy Modifications
Axioree reserves the right to amend or update this Refund Policy at any time to reflect changing operational standards, legal requirements, or service models. The latest version will always be posted on this page with an updated effective date.
10. Contact Us
For questions, billing clarifications, or refund inquiries, please contact our billing department:
