Refund & Cancellation Policy

1. Pre-Project Kickoff & Deposit Refunds

If a Client cancels an engagement prior to the official project kickoff date or initial sprint setup:

• 100% Full Deposit Refund: Granted if cancellation is requested in writing within 5 business days of deposit payment and before developer pod allocation.
• Partial Refund: If architectural discovery, environment provisioning, or initial design specs have commenced, the initial deposit is refunded minus incurred engineering hours billed at agreed rates.

2. Milestone & Sprint Payments

For custom software development delivered in phases or monthly retainer pods:

• Completed & Approved Milestones: Once a milestone deliverable is reviewed, accepted, and approved by Client, the payment for that completed phase is non-refundable.
• In-Progress Milestones: If Client elects to terminate a project mid-milestone, Client is billed only for hours worked up to the date of written termination notice. Unearned advance funds for unstarted milestones will be refunded within 14 business days.

3. SLA & Performance Guarantee Refunds

OpnixLabs guarantees engineering benchmarks including 99.99% uptime for managed cloud infrastructure and sub-100ms API response targets:

• If OpnixLabs fails to meet contractually agreed-upon SLA performance standards due to code defect or system architecture failure within our control, Client is eligible for SLA service credits or partial billing remediation as outlined in the Security SLA.
• Defects identified during the standard 30-day post-launch warranty period will be rectified at zero additional cost to Client.

4. Refund Request Process & Timeline

To initiate a refund request or dispute a milestone invoice:

1. Submit a written request to contact@opnixlabs.com detailing the SOW number, milestone description, and rationale.
2. Our engineering and finance management will review the request within 3 business days and arrange a resolution call.
3. Approved refunds will be issued to the original payment method within 10 to 14 business days.