Refund Policy

1. General Policy

BRIXFLY provides custom digital services that require significant time, resources, and expertise. As a general rule, all payments are non-refundable once work has commenced. This policy exists because digital services cannot be "returned" like physical products.

2. Non-Refundable Payments

The following are strictly non-refundable under all circumstances:

• Project deposits once work has commenced (planning, design, development)
• Monthly retainer payments for the current billing period
• Ad spend managed on Client's advertising platforms
• Domain registrations and renewals purchased on Client's behalf
• Third-party licenses (themes, plugins, software, hosting) purchased for the project
• Consultation fees and paid strategy sessions
• Rush/priority fees for expedited delivery

3. Exceptional Refund Circumstances

Refunds are issued ONLY in the following exceptional cases:

3.1 Duplicate Payment

If a payment is accidentally processed twice, the duplicate amount will be refunded in full within 7 business days.

3.2 Service Not Delivered

If we completely fail to deliver any work for a paid milestone (not due to Client delays or non-response), and we cannot resolve the issue within 14 days of written notice, the Client may request a refund for that specific undelivered milestone.

3.3 Cancellation Before Work Starts

If the Client cancels within 24 hours of making a deposit payment AND before any work has been started (no planning calls, no design work, no development), a refund may be issued minus a 10% administrative fee.

3.4 Mutual Agreement

In rare cases where both parties agree in writing that a refund is appropriate due to extraordinary circumstances.

4. What Does NOT Qualify for a Refund

• Dissatisfaction with design style (revisions are available within scope)
• Change of mind or business direction after work has started
• Project delays caused by Client non-response or late feedback
• Disagreement over scope when scope was clearly defined in the SOW
• Expectation of specific business results (traffic, leads, sales) that were not guaranteed
• Client hiring another agency to redo the work
• Client unable to provide required content/assets causing project stall

5. Ongoing Services (SEO, Ads, Social Media)

• Monthly retainers are non-refundable once the billing period begins
• Cancellation requires 14 days written notice before the next billing date
• No partial month refunds
• Results from ongoing services compound over time — early cancellation does not entitle refund of prior months

6. Dispute Resolution Before Refund

Before any refund is considered:

1. Client must submit a detailed written complaint to support@brixfly.com
2. We will respond within 48 hours with a resolution proposal
3. If the issue is workmanship-related, we will attempt to fix it at no cost
4. Refunds are a last resort after all reasonable resolution attempts have failed

7. Refund Process

If a refund is approved:

• Processing time: 7-14 business days
• Refunded via the original payment method
• A written confirmation will be sent via email
• Any delivered work must be returned/deleted (at our discretion)

8. Chargebacks and Payment Disputes

Filing a chargeback or payment dispute without first following our dispute resolution process (Section 6) constitutes a breach of contract. In such cases:

• All work and access will be immediately revoked
• We reserve the right to pursue legal action for the full amount plus damages
• The Client will be responsible for all legal fees incurred

9. Acknowledgement

By engaging our services and making payment, you acknowledge that you have read, understood, and agree to this refund policy.

10. Contact

Refund enquiries: support@brixfly.com (subject: "Refund Request")