What this policy covers
Brixoll sells professional services, not downloadable products. Work is charged for the time, expertise and third-party costs committed to your project, so this policy explains when an engagement can be cancelled and what happens to money already paid.
Where a signed services agreement or statement of work contains different cancellation or refund terms, that document prevails.
Cancelling an engagement
Before work starts
If you cancel in writing before the team is assigned and work begins, any advance you have paid is refunded in full, less any third-party costs already committed on your behalf, such as licences, domains or cloud reservations.
Fixed-scope projects in progress
You may cancel at any time with written notice. You pay for all milestones completed and accepted, plus work in progress on the current milestone calculated on the effort spent up to the cancellation date. Any balance from your advance is refunded. If the effort spent exceeds the advance, we invoice the difference.
Monthly retainers and dedicated teams
These run on a rolling basis with [30] days' written notice. The current month is not refundable because the team's capacity is already reserved. No further invoices are raised after the notice period ends.
Support and maintenance plans
Cancel with [30] days' written notice. Where a plan was paid annually in advance, we refund the unused whole months, less any discount that was given for paying annually.
When refunds are not available
- Work that has been delivered and accepted, or deemed accepted because no feedback was given within the review window.
- Time already spent on discovery, research, design or development, even where the direction later changes.
- Third-party costs we paid on your behalf, including licences, subscriptions, app store fees, domains and cloud usage.
- Delays or failures caused by information, access or approvals not being provided on your side.
- Dissatisfaction with an outcome that was outside the agreed scope or acceptance criteria.
- Change of mind about a business direction after the work has been built to the agreed specification.
If a deliverable does not meet the agreed specification, the remedy is correction under the warranty in our terms of service, at no extra cost, rather than a refund.
How to request a refund
- Email info@brixoll.in with the subject line "Refund request", your company name, the project or invoice number, and what you would like resolved.
- We acknowledge within 2 business days and may ask for details of the deliverable or issue concerned.
- We review the work delivered against the statement of work and respond with a decision and calculation within 7 business days.
- Approved refunds are processed within [10] business days of the decision.
Refunds are issued to the original payment method and in the original currency. Bank charges, payment gateway fees and exchange rate differences are deducted from the refunded amount. Taxes already paid to the authorities are refunded only where the law permits us to reclaim them.
If we disagree
If you are not satisfied with our decision, write to us again and the matter will be reviewed by a director who was not involved in the original decision. If that does not resolve it, the dispute resolution clause in our terms of service applies.
Contact
Email: info@brixoll.in
Monday to Friday, 10:00–19:00 IST