Refund & Cancellation Policy

1) Definitions

• "Services" means professional software development, consulting, discovery, implementation, and maintenance work.
• "Deliverables" means outputs such as documents, code, designs, configurations, reports, and related materials.
• "Digital services" refers to work delivered electronically (e.g., code repositories, documentation, files).
• "Statement of Work (SOW)" means a written agreement describing scope, milestones, fees, and acceptance criteria.

2) Scope

This policy applies unless a written SOW, proposal, or contract states otherwise. If there is a conflict, the signed written agreement controls.

3) Eligibility and general principles

• Refunds are assessed based on the stage of work completed and documented time/materials, where applicable.
• Discovery and planning work typically involves time-based delivery and may be non-refundable once provided.
• Milestone-based work may be refundable in part, depending on completion status and accepted deliverables.
• We aim to resolve issues first through clarification, revision within scope, or a mutually agreed adjustment.

4) Cancellation windows

5) Digital services and deliverables

Because our services often produce digital deliverables (documentation, code, configurations), refunds may be limited once delivery occurs. If deliverables have been delivered and accepted, fees for those deliverables are generally not refundable.

• If a deliverable is incomplete, we may offer a reasonable completion window within the agreed scope.
• If requirements change, we may propose a change order rather than a refund.
• If a deliverable cannot be used due to our error, we will review and propose a remediation plan.

6) Exclusions

Refunds are typically not available for:

• Work completed and delivered according to an agreed scope or milestone acceptance criteria.
• Delays caused by missing access, delayed feedback, or incomplete inputs from the client.
• Third-party costs that are non-refundable (e.g., paid licenses or hosting) if explicitly approved by the client.
• Requests that fall outside the agreed scope (new features, major changes, or redesigns).

7) How to request a cancellation or refund

Send a written request and include:

• Your name and organization (if applicable)
• The email used for the engagement
• Invoice or reference number (if available)
• A short explanation of the request

We may ask for additional information to evaluate completion status and deliverables.

8) Processing timelines

• We typically acknowledge requests within 5 business days.
• Refund decisions may take up to 14 business days depending on complexity and documentation.
• If approved, processing time depends on the payment method and provider.

9) Disputes

If you disagree with a decision, contact us to request an internal review. Where applicable, you may have statutory rights.

10) Contact details

• Company: NexoLab
• Address: 1-1-2 Roppongi, Minato-ku, Tokyo 106-0032, Japan
• Email: [email protected]
• Phone: +81-3-4455-6677
• Business ID / Tax ID: 2234567890123