Refund Policy

We stand behind our work. Here is how we handle refunds, cancellations, and disputes fairly and transparently.

Last Updated: May 1, 2025

💡 Our commitment: We believe in fair dealings. If we fail to deliver on our promises, we will work with you to make it right—including partial or full refunds where appropriate.

1. Project Deposits

All projects require a deposit (typically 40% of the total project fee) prior to work commencing. Deposits are generally non-refundable, as they reserve our team's time and resources. However, if NexaForge terminates a project without cause, we will refund your deposit in full.

2. Milestone Payments

Milestone payments (made at design approval or other agreed milestones) are non-refundable once the milestone has been approved and accepted by Client. Work completed up to a termination point will be invoiced and delivered to the Client.

3. Refund Eligibility

You may be eligible for a partial or full refund in the following circumstances:

Failure to deliver: If NexaForge fails to deliver agreed deliverables within the contractual timeline due to our own fault (not Client delays), you may request a partial refund.
Material defects: If deliverables contain material defects that we are unable to resolve within a reasonable timeframe (30 days), you may be entitled to a refund of the affected portion of the fee.
NexaForge-initiated cancellation: If we cancel the project for reasons not attributable to Client, we will refund all payments beyond work completed.

4. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

Client changes their mind after work has commenced
Client fails to provide required materials, feedback, or approvals, causing delays
Client dissatisfaction based on subjective preference that falls within the agreed design direction
Third-party hosting, domain, or software license fees paid on Client's behalf
Work completed and approved at each milestone
Monthly retainer fees for work already performed

5. Monthly Retainer Services

For ongoing SEO, maintenance, or retainer engagements, you may cancel with 30 days written notice. You will be billed for the current month and all work completed during the notice period. No refunds are issued for completed retainer periods.

6. How to Request a Refund

To request a refund, email billing@nexaforge.com with your project name, invoice numbers, the reason for the refund request, and supporting documentation. We will respond within 5 business days and aim to resolve disputes within 15 business days.

7. Refund Processing

Approved refunds are processed within 10 business days via the original payment method. Bank transfer timelines may add 3–5 additional business days depending on your financial institution.

8. Dispute Resolution

If you believe a refund request was denied unfairly, you may escalate to our leadership team at hello@nexaforge.com. If we cannot reach a mutual agreement, disputes will be resolved per the arbitration process described in our Terms of Service.

9. Contact

Billing questions: billing@nexaforge.com | (512) 555-0192