Cancellation & Refund Policy

01About this policy

This Cancellation & Refund Policy applies to payments made to ADDAXART ("ADDAXART", "we", "our", "us") for:

• project-based services, such as website and app development, UI/UX and graphic design, 2D/3D animation, motion graphics, video post-production and e-commerce store setup;
• ongoing or monthly services, such as SEO, AI search optimisation (GEO/AEO), social media marketing, ad campaign management, marketplace management, and WhatsApp and email marketing; and
• digital products, such as templates, pre-made designs or downloadable files sold through our Site or official channels.

It forms part of our Terms & Conditions. If your proposal, quotation or statement of work (SOW) has different cancellation terms, the SOW applies for that engagement.

02Cancellation before work begins

You can cancel and receive a full refund if both of these are true:

• you send your cancellation request within 24 hours of payment; and
• no work, such as research, planning, design, development or account setup, has started on your project.

Once work has started, the rules in the sections below apply.

03Cancellation after work has started

Our services involve skilled creative and technical work, so once work has begun, cancellations are not eligible for a full refund.

• We will review the progress of your project, including time spent, deliverables completed and costs already incurred.
• At ADDAXART's discretion, a partial refund may be offered where only minimal work has been completed.
• Any work completed and paid for up to the cancellation date will be handed over to you.

04Deposits for project-based services

• A deposit, typically 30–50% of the project value, may be required before work begins. The exact amount is stated in your quotation or SOW.
• The deposit secures your project slot and covers initial planning and work, so it is non-refundable once the project has started.
• Milestone payments already made for completed milestones are also non-refundable.

05Monthly and retainer services

For ongoing services such as SEO, social media management and ad campaign management:

• you can cancel by giving written notice as stated in your SOW. If your SOW does not state a notice period, cancellation takes effect at the end of the current billing cycle;
• fees already paid for the current billing cycle are non-refundable, because work for that period is planned and delivered continuously; and
• any minimum commitment period agreed in your SOW still applies.

06Ad spend and third-party costs

The following are paid to, or on behalf of, third parties and cannot be refunded by ADDAXART once paid or used:

• advertising budgets spent on platforms such as Google Ads, Meta Ads, LinkedIn or marketplace ads;
• domain names, hosting, SSL certificates, premium themes, plugins and software licences;
• stock images, music, fonts and other licensed assets; and
• marketplace fees and messaging charges, such as WhatsApp Business conversation fees.

Any unused ad budget held in an ad account is subject to that platform's own refund policy. We will help you request it where possible.

07Digital products and downloads

• Instant digital downloads, templates and pre-made designs are non-refundable, because they cannot be returned once delivered.
• If you have a technical problem, such as a corrupted file or a broken download link, contact us within 7 days of purchase and we will resend or replace the files at no extra cost.
• A refund will be issued if we fail to deliver the product as described.

08Revisions and quality concerns

If a deliverable does not match the agreed specifications, please tell us. We will make reasonable revisions within the number of revision rounds included in your project agreement. Revisions are our first remedy for quality concerns, so please share your feedback before requesting a cancellation.

Requests for changes outside the agreed scope are treated as new work and quoted separately.

09If ADDAXART cannot deliver

If we are unable to deliver your project due to reasons on our side, we will issue a partial or full refund based on the work already completed and delivered to you.

10Projects on hold and client inactivity

To complete a project, we need information, content, access and approvals from you on time. If these are not provided:

• ADDAXART may place the project on hold until we hear from you;
• timelines will be extended by the length of the delay; and
• after 30 days with no response, the project may be closed with no refund. If you want to restart a closed project later, it may need a new quotation.

11How to request a cancellation or refund

Email info@addaxart.com (copy artaddax@gmail.com) with the subject line "Cancellation / Refund Request" and include:

• your name and company name;
• your order, invoice or project number;
• the date of payment; and
• the reason for your request.

We will confirm receipt and let you know our decision after reviewing your request.

12Refund processing time

• Approved refunds are processed within 7–10 business days to your original payment method, or by bank transfer if the original method cannot be used.
• Your bank or payment provider may take additional time to show the funds in your account.
• For international payments, the refunded amount may differ slightly because of currency exchange rates and bank or gateway charges, which are outside our control.

13Payment disputes and chargebacks

If you have a concern about a payment, please contact us first so we can resolve it quickly. Raising a chargeback without contacting us may pause ongoing work and Portal access while the dispute is reviewed.

14Your legal rights

Nothing in this policy limits any rights you have under applicable consumer protection laws that cannot be excluded by agreement.

15Changes to this policy

We may update this policy from time to time. The latest version will always be on this page with its "Last updated" date. Changes apply to payments made after the update date.

16Contact us

For cancellation or refund requests, contact us: