Refund Policy
Refund and cancellation terms
We aim to make engagements flexible while protecting the time reserved for specialised engineering teams. This policy describes how refunds and cancellations are handled across different service types. Last updated 3 October 2025.
1. Scope
- This policy covers all professional services and managed service subscriptions provided by NekoPixel Tech Ltd, including discovery sprints, fixed-scope build projects, and monthly support retainers.
- Hardware procurement, third-party software licenses, or pass-through cloud usage fees fall outside the scope of this refund policy and are governed by the vendor terms of those providers.
2. Discovery sprints
- Discovery sprint fees are invoiced on confirmation of the start date. Clients may cancel up to seven calendar days before the scheduled kickoff for a full refund.
- Cancellations within seven days of kickoff are refundable at 50 percent to cover reserved delivery team capacity. Once discovery workshops begin, fees become non-refundable because deliverables are produced immediately.
3. Fixed-scope project engagements
- Projects require a 40 percent commencement payment. If either party ends the engagement before delivery begins, we refund the commencement payment less any documented time and materials already incurred.
- After work commences, refunds are calculated pro-rata based on completed milestones and hours delivered. All source code, documentation, and assets produced up to the cancellation date are transferred to the client.
4. Managed service retainers
- Managed success subscriptions are billed monthly or quarterly in advance. Clients may cancel with 30 days written notice.
- We refund unused service periods on a pro-rated basis after deducting any outstanding usage-based fees (for example, additional support hours outside the agreed SLA).
5. Refund request process
- Submit refund requests to billing@nekopixel.tech with your contract reference, invoice number, and reason for the request.
- We review within five business days and respond with an outcome or a request for additional information. Approved refunds are processed to the original payment method within 10 business days.
6. Exceptions
- We cannot refund fees if project delays arise from missing client inputs, access blockers, or scope changes that were not approved in the baseline plan.
- If third-party costs have already been paid on the client's behalf (such as software licenses or cloud credits), those amounts are non-refundable unless the vendor issues a credit.
7. Contact
- For billing disputes or to escalate a request, contact our Finance team at billing@nekopixel.tech or +1 415 555 0139.
- Postal correspondence can be sent to NekoPixel Tech Ltd, Finance Department, 548 Market Street, Suite 62411, San Francisco, CA 94104 USA.