Project-specific terms take priority
Custom projects differ in discovery, design, development, configuration, content and third-party commitments. The accepted proposal, invoice or project agreement takes priority where it states milestone, cancellation, revision, support or refund terms.
Before work begins
Clients should review deliverables, exclusions, milestone dates, revision limits, required content, access ownership and external provider costs before making payment. An advance may reserve capacity and authorise discovery or development to begin.
Cancellation by the client
A cancellation request must be made in writing. Work already completed, accepted milestones, reserved capacity used, non-recoverable commitments and third-party purchases are generally not refundable. Any unused amount that may be refundable is assessed against the written scope and documented work status.
Defects, corrections and changed requirements
If a deliverable does not match the accepted scope, the usual first remedy is a reasonable correction during the agreed review or support period. A new feature, changed business rule, additional integration, new content or provider-policy change is not automatically a defect in the original scope.
Third-party charges
Domains, hosting, licences, subscriptions, app-store fees, payment-gateway fees, SMS/email credits and other provider charges are controlled by those providers and are normally non-refundable once purchased or consumed.
How to request review
Email [email protected] with the client name, proposal or invoice reference, payment date, reason and relevant evidence. Kailvex will review the request against the written terms, completed work, provider costs and available remedy. Any approved amount and processing timeline will be confirmed in writing.
Payment disputes
Before raising a payment reversal, contact Kailvex with the documented concern so the work, invoice and proposed remedy can be reviewed. This does not limit any non-waivable legal rights available to a consumer or client.