Refund & Cancellation Policy

Nature of Our Services

Digitex Guider primarily provides customized professional services rather than physical products. Once a project begins, our team allocates time, technical resources, designers, developers, project managers, and infrastructure specifically for your project.

For this reason, refunds are handled differently from standard retail purchases. This policy applies to all services provided by Digitex Guider, including website development, mobile app development, custom software, CRM, AI automation, WhatsApp automation, cloud & DevOps, UI/UX design, API integration, maintenance, support, consulting, and digital transformation services.

1. Project Confirmation

A project is considered officially confirmed when any one of the following occurs:

• A proposal or quotation is approved
• A contract or agreement is signed
• An advance payment is received
• Written approval to begin work is provided

Once confirmed, project planning and resource allocation begin.

2. Cancellation Before Project Starts

If a client cancels a project before any work has commenced, Digitex Guider may refund the payment after deducting:

• Payment gateway charges (if applicable)
• Banking charges
• Currency conversion fees (if applicable)
• Administrative costs already incurred

If no work has been performed, every effort will be made to process eligible refunds fairly.

3. Cancellation After Project Has Started

If development, design, consultation, planning, research, or implementation has already begun, refunds will generally not be available for work already completed. If a project is cancelled after commencement:

• Payment remains due for completed milestones or work performed up to the cancellation date
• Completed deliverables may be provided once outstanding payments have been settled, if applicable
• Future development work will cease upon cancellation

4. Milestone-Based Projects

Many projects are executed using milestone-based payments. Typical milestones may include Project Planning, UI/UX Design, Development, Testing, Deployment, and Final Delivery.

Payments made for completed milestones are generally non-refundable, as those services have already been delivered.

5. Change of Mind

Refunds will generally not be issued due to:

• Change of business plans
• Change of preference
• Internal management decisions
• Budget constraints
• Delays caused by the client
• Business closure
• Market changes

We encourage clients to review project requirements carefully before approval.

6. Delays Caused by the Client

Project timelines depend on timely communication and collaboration. Delays may occur if the client does not provide:

• Required content
• Design approvals
• Feedback
• API credentials
• Login access
• Brand assets
• Third-party information

Such delays do not qualify the project for cancellation or refund.

7. Change Requests

Additional features or functionality requested after project approval are considered change requests. Change requests may result in additional cost, extended timelines, and revised project scope.

Payments made for approved change requests are generally non-refundable once work has commenced.

8. Third-Party Costs

Some projects involve third-party services such as Domain Registration, Web Hosting, SSL Certificates, Premium Themes, Plugins, API Services, Cloud Infrastructure, AI Services, SMS Services, WhatsApp Business API, and Payment Gateway Fees.

Amounts paid to third-party providers are generally non-refundable, unless the provider's own refund policy allows otherwise.

9. Subscription Services

If your project includes recurring services such as Website Maintenance, Cloud Management, Server Monitoring, Technical Support, Managed Services, or Software Maintenance, cancellation terms will be governed by the applicable service agreement or subscription plan. Unless otherwise stated:

• Services continue until the end of the current billing period
• Fees already paid for the current billing period are generally non-refundable

10. Project Suspension

Projects may be placed on hold if:

• Payments remain outstanding
• Required approvals are delayed
• Necessary information is not provided
• Communication stops for an extended period

Suspended projects may require revised timelines or updated quotations before work resumes.

11. Refund Eligibility

Refund requests may be considered only in exceptional situations, such as:

• Duplicate payment
• Accidental overpayment
• Billing error
• Payment processed incorrectly

Approved refunds will generally be processed using the original payment method where possible.

12. Non-Refundable Items

The following are generally non-refundable:

• Consultation fees
• Discovery workshops
• Business analysis
• Requirement gathering
• UI/UX Design
• Wireframes
• Software architecture
• Custom development
• AI model configuration
• API integration work
• Testing services
• Project management
• Purchased software licenses
• Third-party subscriptions
• Domain registrations
• Hosting fees
• Cloud infrastructure costs

13. Client Responsibilities

Clients are responsible for:

• Reviewing proposals before approval
• Providing accurate project requirements
• Making milestone payments on time
• Reviewing deliverables promptly
• Reporting concerns as early as possible
• Participating in project discussions

Early communication helps resolve issues before they become larger problems.

14. Our Commitment

Digitex Guider is committed to transparent pricing, clear project scope, regular communication, professional project management, high-quality development standards, and fair issue resolution.

If concerns arise during a project, we encourage clients to discuss them with the project manager so that practical solutions can be explored.

15. Project Termination

Either party may terminate a project in accordance with the applicable agreement. Upon termination:

• Completed work remains payable
• Outstanding invoices remain due
• Project assets or deliverables will be handled according to the project agreement and payment status

16. Dispute Resolution

If a disagreement arises regarding billing, cancellations, or refunds, both parties agree to first attempt to resolve the matter through good-faith discussions.

If a resolution cannot be reached, the matter will be handled in accordance with the dispute resolution provisions of the applicable project agreement and governing law.

17. Policy Updates

Digitex Guider may update this Refund & Cancellation Policy from time to time. Changes become effective upon publication on this page.

The "Last Updated" date indicates the latest revision.

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