Cancellation & Refund Policy

1. Why project timing matters

When a project is accepted, time is reserved for discovery, planning, design development, presentation, revisions, file preparation, and communication. Turning away other work or arranging a production schedule may begin before the first concept is presented. For that reason, cancellation does not automatically entitle the client to a full refund.

The written proposal should identify any initial payment, milestone, cancellation charge, or non-cancellable third-party cost applicable to the project.

2. How a client may cancel

A client may request cancellation by sending a clear written notice that identifies the project and states that work should stop. A question about timing, a delayed response, or a revision request is not treated as cancellation unless the client clearly communicates that decision.

Cancellation becomes effective when Nexaliq Identity receives the notice and has a reasonable opportunity to stop work and prevent additional avoidable costs. Work completed before that point remains billable.

3. Cancellation before work begins

If a client cancels before substantive work or reserved preparation has begun, amounts paid will be reviewed against the accepted project terms. Any refundable balance will be returned after deducting only an expressly agreed reservation fee and documented non-recoverable costs lawfully incurred for the project.

If the project document states that an initial scheduling or commencement fee is non-refundable, that term applies to the extent permitted by law because the fee compensates for reserved capacity and onboarding work.

4. Cancellation after work begins

After work begins, the client is responsible for the value of services completed through the effective cancellation time, including discovery, research, direction development, concepts, meetings, project management, revisions, and authorized production or licensing costs.

Nexaliq Identity will compare amounts paid with the work completed and approved non-cancellable costs:

• If the amount paid exceeds the amount properly earned and incurred, the remaining balance will be refunded.
• If the amount earned and incurred exceeds the amount paid, the client will receive a final invoice for the difference.
• If the amounts are equal, no further payment or refund will be due.

A refund calculation may use completed milestones, the allocation in the proposal, or a reasonable value of work performed when the proposal does not allocate each stage.

5. Refund timing and method

Approved refunds are generally initiated within 10 business days after the cancellation calculation is finalized and necessary payment details are confirmed. Financial institutions and payment providers may require additional processing time.

Refunds are ordinarily returned through the original payment method when reasonably available. Nexaliq Identity is not responsible for delays imposed by a bank or payment provider. Currency conversion differences and third-party charges outside our control may not be recoverable.

6. Project pauses and client inactivity

A client may request a pause, but approval depends on scheduling and project stage. A pause may move the delivery date, and restarting may require a new availability window. Work already completed and invoices already due remain payable.

If the client does not provide required materials, feedback, approval, or payment for 30 consecutive days after a written reminder, the project may be classified as inactive. Nexaliq Identity may archive the project, release reserved time, invoice completed work, and require a restart schedule or reactivation fee if stated in the project document.

After 60 consecutive days of unresolved inactivity, Nexaliq Identity may treat the project as terminated after written notice. Any restart will be subject to current availability, scope, and pricing.

7. Scope changes are not cancellations

A reasonable revision within the agreed scope does not cancel the project. A material change to the brief, business name, target audience, selected concept, number of applications, or desired deliverables may require a change order. The client may accept the proposed change, continue within the original scope, or cancel under this Policy.

8. Situations generally not eligible for a refund

Except where law or a written agreement requires otherwise, refunds are not provided merely because:

• the client changes personal preference after approving a direction or final design;
• an approved final deliverable has been completed or delivered;
• the client later changes its business name, audience, strategy, ownership, or service offering;
• a trademark application is refused or a similar mark is discovered, because legal clearance is not included unless expressly agreed;
• a third-party platform, printer, vendor, font, or software behaves differently from expectations;
• the client does not use the delivered work;
• the client requests work outside the accepted scope but declines the additional quote; or
• the project is delayed by missing client materials, feedback, approvals, or payment.

9. Dissatisfaction and correction opportunity

If a client believes the agreed service was not provided, the client should explain the specific issue and identify the relevant project requirement. Nexaliq Identity should have a reasonable opportunity to correct a material error or complete an omitted agreed deliverable before a refund is requested.

Creative disagreement alone is not necessarily a service failure when the work follows the accepted brief and included revision process. The parties should use the planned feedback and revision stages to address concerns promptly.

10. Cancellation by Nexaliq Identity

Nexaliq Identity may cancel or terminate a project for nonpayment, unlawful or infringing requests, abusive conduct, repeated failure to participate, material misrepresentation, inability to obtain required materials, or another material breach. The client remains responsible for completed work and authorized costs.

If Nexaliq Identity cancels for reasons not caused by the client and cannot reasonably complete the agreed services, any unearned prepaid amount will be refunded. Completed and usable deliverables may be provided in proportion to amounts properly paid, subject to intellectual property terms.

11. Chargebacks and payment disputes

Clients should contact Nexaliq Identity before initiating a chargeback so the project record, approved scope, work completed, delivery evidence, and refund calculation can be reviewed. This request does not restrict any lawful payment-dispute right. Knowingly submitting a false chargeback or misrepresenting delivered work may breach the service agreement.

12. Non-waivable rights

This Policy does not limit a right or remedy that cannot legally be waived. If applicable law gives a client a mandatory cancellation or refund right, that law controls. Because custom business design services vary by transaction and client status, clients should raise any legally required term before project acceptance.