Refund & Cancellation Policy

Because every project we take on is custom-scoped work rather than an off-the-shelf product, refund and cancellation outcomes generally depend on how much work has already been carried out and what has already been delivered or purchased on your behalf at the point of cancellation.

Submitting an enquiry, requesting a quote, or having an initial discussion with us does not create a binding engagement or payment obligation. A project only becomes a confirmed engagement once you accept a proposal or sign an agreement with us, and this policy applies from that point onward.

Where a project requires an advance payment before work begins, or milestone payments as work progresses, those amounts are generally intended to secure our time, cover work already completed, and fund any third-party costs incurred on your behalf. Whether an advance or milestone payment is refundable, and in what proportion, depends on how much of that stage's work has already been carried out and is addressed in the specific project agreement.

If you cancel a confirmed engagement before any work has started and before we have incurred any third-party cost on your behalf, we will discuss a fair resolution with you, which may include a refund of any amount paid that does not correspond to work already performed.

Once work has started, time and resources have already been committed to your project. If you cancel after work has begun, amounts corresponding to work already carried out, and any third-party costs already incurred on your behalf, are generally not refundable. Any amount that relates to work not yet started may be discussed on a case-by-case basis, in line with the specific project agreement.

Fees for deliverables or milestones that have already been completed and delivered to you are not refundable, whether or not the overall project continues.

If Purnavix needs to cancel or discontinue a project — for example, due to circumstances beyond our reasonable control — we will discuss the situation with you directly, and any refund for work not yet delivered will be considered fairly based on the work actually completed at that point.

Costs we pay to third parties on your behalf or at your direction — such as domain registration, hosting, premium plugins or themes, stock assets, or software licences — are generally non-refundable once purchased, as these are governed by that third party's own refund policy, not ours.

Where Purnavix offers a subscription-based product or service, cancellation and refund handling for that specific offering is described in our Subscription Terms and in that product's own terms, rather than in this general project-based policy.

If you believe you have made a duplicate payment, an incorrect payment, or a payment in error, please contact us as soon as possible at contact@purnavix.com so we can investigate and correct it.

Where a payment fails to process — for example, due to a card decline or a technical issue with a payment provider — no service or deliverable obligation arises until a valid payment has been successfully received.

Where a refund is agreed, it will generally be issued back to the original payment method used, following confirmation between you and our team. We do not commit to a fixed refund processing timeline in this general policy; any applicable timeline will be confirmed with you directly when a refund is agreed.

This page describes our general approach. Where your specific proposal, statement of work, or signed project agreement sets out its own cancellation, refund, or payment terms, those specific terms govern your engagement.

For any question about a specific project's cancellation or refund terms, contact us at contact@purnavix.com.