Service Cancellation & Refund Policy
Document Reference: SCRP-GENERAL-V2 | Status: Globally Applicable
This document outlines the conditions, timelines, and structural parameters governing cancellation requests, transaction reversals, and refund claims for custom web engineering, digital design assets, customized software suites, and specialized search strategy campaigns.
Because our agency specializes in custom digital creations—including WordPress/WooCommerce deployments, theme optimizations, backend architectures, and bespoke content pipelines—each contract involves dedicated engineering hours and computing resources. We balance project accountability with fair transactional boundaries through the terms below.
1. Refund Eligibility Framework
Due to the distinct operational difference between physical products and digital engineering services, cancellation terms are calculated based on project milestones and the phase of contract execution:
| Service Category | Cancellation Window | Refund Framework |
|---|---|---|
| Bespoke Development & Layout Design | Before initial blueprint delivery, layout rendering, or active staging database deployment. | Full Refund minus 10% Processing Fee |
| In-Progress Code & Store Migrations | After framework setup has started but before final production handover or domain launch. | Partial Prorated Credit (Based on logged hours) |
| Completed Technical Deliverables | Once final code repositories, customized design assets, or live site packages are fully deployed. | Non-Refundable |
| Retainer Packages & Search Marketing | Written notice provided before the start of the next month’s operational processing cycle. | Next-Cycle Cancellation (Current month non-refundable) |
Digital Intangibility Notice (“Return Policy”)
Please note that custom source codes, database structures, target keyword strategies, and deployed child themes cannot be physically “returned.” Consequently, once digital assets are formally transferred or launched on your live hosting infrastructure, they are classified as consumed and are exempt from standard return models.
2. Transaction Review & Reversal Workflow
To ensure a fair review, all cancellation claims or project disputes must pass through our structured verification pipeline:
1. Submission
The client submits a formal written request containing the order reference code and a detailed breakdown of the service mismatch.
2. Assessment
Our engineering managers audit the project tracking files, code logs, and milestone signs to check service alignment.
3. Settlement
Approved claims are processed back to the original source payment account within 7 to 14 business days.
3. General Conditions and Exclusions
To maintain infrastructure safety and protect our development teams, the following rules apply universally to all refund claims:
- Third-Party Purchases: Fees spent on premium third-party tools, subscription software API keys, premium web templates, or external hosting environments bought for your project are entirely non-refundable.
- Client Delays: If a project stalls due to a lack of brand assets, missing feedback, or delayed copy materials from the client side, active milestones remain billable according to the agreed contract terms.
- Unapproved Code Modifications: If any third-party developer alters, overwrites, or corrupts theme loops, script lines, or plugin settings after our formal handover, all warranty terms and refund options are voided.
4. Support, Escalation, and Billing Inquiries
If you wish to pause an active technical campaign, update a payment arrangement, or request assistance regarding an invoice balance, please contact our administrative desk through the official channels below:
Electronic Helpdesk Inquiries
Please transmit your service invoice details and cancellation reasons to our central inbox at support@omnivexastudio.com. Make sure to reference your unique project contract number in the subject line for faster routing.
Telephone Account Desk
To speak directly with a billing representative regarding an outstanding milestone balance or cancellation terms, contact our support line at +44 7988 532 153 during standard UK operating hours.