Refund and Cancellation Policy

1. Overview

Praxola provides customised website, software, hosting, maintenance, marketing and related professional services.

Because many services require advance planning, technical work, resource allocation and third-party purchases, payments are not automatically refundable.

Refund eligibility depends on the service type, project stage, completed work, incurred expenses and written agreement.

2. Advance and Booking Payments

Advance payments confirm the client's acceptance of the project and allow Praxola to reserve resources and begin planning or development.

An advance payment may become non-refundable once project planning, design, development, consultation, content preparation, setup or third-party purchasing has started.

3. Website Development Services

• A full refund may be considered only when Praxola has not started any project-related work and has not incurred any third-party expense.
• Once design, planning, development, configuration or content work has begun, the advance payment is generally non-refundable.
• When a project is cancelled after partial completion, the value of completed work and incurred expenses will be deducted.
• No refund is normally available after website approval, deployment, publication, file delivery or credential handover.

4. Software Development Services

Custom software development includes analysis, database design, programming, testing, configuration and project management.

• Payments for completed milestones are non-refundable.
• Payments for approved modules or features are non-refundable.
• Changes in client requirements do not create an automatic right to a refund.
• Customised source code, databases and configurations cannot normally be returned after delivery.

5. Hosting, Domains and Third-Party Services

Payments made for domains, hosting, SSL certificates, email services, licences, APIs, plugins and other third-party products are generally non-refundable once purchased or activated.

Refunds for third-party services are governed by the refund policy of the respective provider.

Renewal payments are non-refundable once the renewal has been processed.

6. SEO and Digital Marketing Services

SEO and digital marketing services involve time, research, strategy, content, campaign management and ongoing effort.

• Fees for work already completed are non-refundable.
• Advertising budget paid to external platforms is non-refundable by Praxola.
• Search ranking, traffic, leads and sales cannot be guaranteed.
• Dissatisfaction with business results alone does not create an automatic refund right.

7. Maintenance and Support Services

Payments for completed maintenance, technical support, troubleshooting, updates and consultation are non-refundable.

For prepaid maintenance plans, any refund consideration will depend on the unused period, work already completed, allocated resources and contractual terms.

8. Digital Products and Downloadable Items

Digital products, templates, source code, software licences, documents and downloadable materials are generally non-refundable after access, download, delivery or activation.

A replacement or correction may be provided when the delivered product is technically defective and the problem is verified by Praxola.

9. Cancellation by the Client

Cancellation requests must be submitted in writing through an official Praxola communication channel.

Upon cancellation, Praxola may calculate charges for:

• Work already completed
• Time and resources already allocated
• Consultation and project planning
• Third-party purchases and fees
• Administrative and transaction costs

Any remaining eligible amount may be refunded after these deductions.

10. Circumstances Where a Refund May Be Considered

A refund may be considered when:

• Payment was made more than once for the same invoice due to a verified duplicate transaction.
• Payment was received but Praxola confirms that the agreed service cannot be started.
• A refund is specifically required under a written agreement.
• A verified billing error resulted in an excess payment.

Approval remains subject to review of the payment, work completed and applicable expenses.

11. Non-Refundable Payments

The following are generally non-refundable:

• Completed work and approved milestones
• Consultation and planning fees
• Domain registration and renewals
• Hosting, email, SSL and licence fees
• Third-party software, plugins and APIs
• Advertising spend paid to platforms
• Transaction, payment gateway or bank charges
• Delivered digital files or source code
• Urgent or priority service charges
• Work delayed due to missing client information or approval

12. Refund Request Process

A refund request should include the client name, invoice or payment reference, service name, payment date and reason for the request.

Approved refunds will normally be processed through the original payment method or another mutually agreed method.

Processing time may vary depending on bank, payment gateway and accounting procedures.