How Refund Decisions Are Made
Syntrixa provides project-based and ongoing professional services that reserve team time and may require research, planning, configuration, design, or campaign preparation before a visible deliverable is produced. For that reason, payments are not automatically refundable. Each request is assessed against the accepted quotation or service agreement, the work already performed, and costs committed on the client’s behalf.
Before Work Begins
If you cancel before we have scheduled resources, started research, purchased anything, or otherwise begun the service, we may return the eligible payment after deducting any unavoidable transaction or administrative costs. A deposit may remain non-refundable when the accepted proposal states that it secures project capacity or covers onboarding work.
After a Project Has Started
Once delivery has begun, amounts relating to completed tasks, time already spent, approved milestones, and reserved work are not refundable. If advance payment covers work that has not yet been started or committed, Syntrixa may consider returning the unused balance after reconciling the project account. Starting a project includes discovery, audits, research, planning, setup, drafting, design, development, testing, or campaign preparation.
Recurring and Ongoing Services
SEO, maintenance, campaign management, content, and similar recurring services are billed for the applicable service period. Cancellation stops future work according to the notice terms in the service agreement; it does not normally reverse fees for a period that has already begun. Work completed within the current billing period remains payable.
Costs We Cannot Return
Charges paid or committed to other providers cannot be refunded by Syntrixa. Examples include advertising spend, domain registration, hosting, premium themes or plugins, licences, stock media, printing, courier charges, platform fees, and payment processing costs. Consultation, diagnosis, setup, emergency assistance, and completed milestone fees are also non-refundable once delivered.
Client Delays and External Results
A refund is not available solely because results differ from expectations or because progress is affected by missing content, delayed approval, inaccessible accounts, changed instructions, platform restrictions, algorithm updates, market conditions, or another factor outside our reasonable control. Concerns about a deliverable should first be reported so we have a fair opportunity to review and, where appropriate, correct work within the agreed scope.
When Syntrixa Cannot Continue
If we cancel a service for reasons within our control and cannot provide a reasonable alternative, we will review prepaid fees for the unfinished portion. Any approved amount will exclude completed work and non-recoverable third-party expenses. This does not apply when service is suspended or ended because of non-payment, unlawful instructions, abusive conduct, security risk, or a material client breach.
Duplicate or Incorrect Payments
If you believe you were charged twice or paid an incorrect invoice amount, contact us promptly with the invoice number and payment reference. Once verified, an overpayment or duplicate payment will be corrected using an appropriate payment method.
How to Request a Refund
Send a written request to contact@syntrixa.online with your name, invoice or project reference, payment date, reason for the request, and supporting details. We may ask for additional information before making a decision. Submitting a request does not itself guarantee approval.
Approved Refunds
When a refund is approved, we will confirm the amount and intended payment method. We generally return funds through the original payment channel where possible. The time required for the amount to appear depends on the bank, card network, payment provider, and any checks they require.
Relationship to Your Service Agreement
A quotation, proposal, or signed agreement may contain refund and cancellation terms written specifically for a project. Those project-specific terms take priority if they differ from this general policy. We may update this page for future orders, but an update will not replace terms already agreed for an active project unless both parties accept the change.