01About this policy
This policy forms part of our Terms and Conditions and applies to services bought from Nimoxa Technologies. Most of our work is custom, so we look at each request fairly, based on what has been agreed, what has been delivered and what has already been spent on your project.
02At a glance
| Situation | What happens |
|---|---|
| You cancel before we have started work | You get back everything you have paid, minus any third-party costs already committed, such as a domain name |
| You cancel after work has started | You pay for the work completed and costs incurred up to cancellation. Anything you have paid beyond that is refunded |
| We cannot deliver what we agreed, even after trying to put it right | You are refunded the part of the price that relates to the undelivered work |
| You end a monthly service | Cancel with 30 days’ written notice. We do not refund a month that has already started |
| The agreed work was delivered but results were lower than hoped | No refund, because we do not guarantee rankings, leads or sales |
| Money you paid to third parties, such as ad spend or a domain registration | Not refundable by us, but we pass on any refund we receive |
03When work counts as started
Work has started once we begin spending time or money on your project. For example:
- holding a kick-off or discovery call, or reviewing your brief in detail
- research, planning, sitemaps, wireframes, concepts or any design or development work
- setting up hosting, accounts or tools, or registering a domain on your behalf
- scheduling a designer, developer or consultant for your project
Where you have paid a deposit to reserve our time, it secures your place in our schedule and covers the early stages of work.
04Websites, apps, branding and design projects
These are usually fixed-price projects paid in stages. Each payment covers the work in that stage. If you cancel part-way through, we work out the fee for the work completed and the costs we have incurred, compare it with what you have paid, and either refund the difference or invoice the balance. We then hand over the finished work to date once it is paid for.
Final files, launch and hand-over of website access are released once all payments due have been made.
Approving a design direction, concept or layout means that stage is complete. Further changes are handled as revisions, if your quote includes them, or as extra work.
06Hosting, domains, licences and other third-party costs
Domain names, hosting plans, themes, plugins, stock media, software licences and subscriptions are bought from third parties. Once registered, purchased or activated, they are normally non-refundable. If a provider refunds us, we will pass it on to you.
07If something is wrong with our work
Please tell us in writing at support@nimoxatechnologies.com within 14 days of delivery and explain what is wrong. We will correct the problem, replace a faulty file or complete a missing agreed item within a reasonable time, at no extra cost.
If we cannot put it right, we will refund the part of the price that relates to the affected work.
08Delays and inactive projects
If we are waiting for your feedback, content, access or approval, the project may be paused and the timeline will move. If a project has had no response from you for 30 days, we may place it on hold. After 60 days we may close it and invoice the work already completed. Delays on your side do not in themselves entitle you to a refund.
09Your statutory rights
Most of our clients are businesses. If you are an individual buying for purposes outside your trade, business, craft or profession, you have a 14-day right to cancel a distance contract under the Consumer Contracts Regulations 2013. If you ask us to start work within that period and then cancel, you must pay for the services provided up to the point you cancel.
Nothing in this policy affects your legal rights, including the right under the Consumer Rights Act 2015 to services provided with reasonable care and skill.
10How to ask for a refund
Email support@nimoxatechnologies.com with your name, business name, invoice number or payment reference, the service concerned and the reason for your request. We will reply within 5 working days, may ask for more information, and will confirm our decision and any refund amount in writing.
11How refunds are paid
Approved refunds are paid to the original payment method, normally within 14 days of us confirming the amount.
12Payment disputes and chargebacks
Please contact us before raising a dispute with your bank or card provider, because we can usually resolve things faster directly. If a dispute is opened, we will give the provider the evidence it needs, such as your quote, invoices, messages and the work delivered, and we may pause work and hand-over until it is resolved.
13Changes and contact
We may update this policy from time to time. The version in force when you accepted our quote applies to that project. Questions? Email support@nimoxatechnologies.com or call +44 7411 533165.