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Overview
Fraxylonnrax provides custom web development and digital services. Due to the custom nature of our services, this Return Policy outlines our procedures for cancellations, refunds, and service modifications. Please read this policy carefully before engaging our services.
Nature of Services
Our services include custom website design, development, consultation, and ongoing support. These are professional services that are tailored specifically to each client's needs. Unlike physical products, digital services cannot be "returned" in the traditional sense once work has commenced.
Cancellation Policy
Before Work Commences
If you cancel your project before we begin any work, you may be eligible for a full refund of any deposit paid, minus any non-refundable expenses already incurred (such as third-party service fees). Cancellation requests must be submitted in writing via email.
After Work Has Commenced
Once work on your project has begun, cancellation is subject to the following terms:
- You will be charged for all work completed up to the cancellation date
- Any remaining balance after deducting completed work will be refunded
- All completed work and deliverables remain the property of Fraxylonnrax until full payment is received
- Upon full payment, you will receive all completed work and source files
Refund Policy
Eligibility for Refunds
Refunds may be considered in the following circumstances:
- Service Not Delivered: If we fail to deliver the agreed-upon services within the specified timeframe and cannot resolve the issue
- Material Breach: If we materially breach our service agreement and cannot remedy the breach
- Early Cancellation: As outlined in the Cancellation Policy above
- Duplicate Payment: If you are accidentally charged twice for the same service
Non-Refundable Items
The following are not eligible for refunds:
- Work that has been completed and delivered, even if you are not satisfied with the result (subject to our revision policy)
- Third-party services or licenses purchased on your behalf
- Consultation fees for completed consultation sessions
- Any services that have been used, accessed, or deployed
Revision Policy
Instead of refunds for completed work, we offer a revision process to ensure your satisfaction:
- All packages include a specified number of revision rounds as outlined in your service agreement
- Additional revisions may be available for an additional fee
- Revisions must be requested within 30 days of delivery of the initial work
- Revision requests must be specific and reasonable within the original project scope
Payment Terms and Refunds
Our standard payment terms are:
- A 50% deposit is required to commence work
- The remaining 50% balance is due upon project completion
- If a refund is approved, it will be processed within 14 business days
- Refunds will be issued to the original payment method used
- Processing fees charged by payment processors may be deducted from refunds
Dispute Resolution
If you are not satisfied with our services, we encourage you to contact us directly to discuss your concerns. We are committed to resolving issues fairly and professionally. Our process includes:
- Direct Communication: Contact us to discuss the issue and explore solutions
- Revision or Correction: We will work to address any legitimate concerns through revisions or corrections
- Mediation: If we cannot reach an agreement, we may suggest mediation through a neutral third party
- Legal Recourse: As a last resort, disputes may be resolved through the courts of Alberta, Canada
Service Modifications
If you wish to modify your project scope after work has begun:
- Scope changes may result in additional charges or timeline adjustments
- We will provide a written estimate for any additional work before proceeding
- You must approve any additional costs before we continue with modifications
- Original project deliverables remain subject to the original agreement terms
Force Majeure
We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, or internet service disruptions. In such cases, we will work with you to find reasonable solutions, but refunds will not be automatically granted.
Consumer Rights
This policy does not affect your statutory rights as a consumer under Canadian law, including rights under the Competition Act and provincial consumer protection legislation. If you are a consumer in Alberta, you may have additional rights under the Consumer Protection Act.
How to Request a Refund or Cancellation
To request a refund or cancellation, please contact us:
- Email us at help@fraxylonnrax.world with the subject line "Refund Request" or "Cancellation Request"
- Include your project reference number, if applicable
- Provide a clear explanation of your request and reason
- Allow 5-7 business days for us to review and respond to your request
Changes to This Policy
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to this page. The policy that applies to your transaction is the one in effect at the time you entered into your service agreement with us.
Contact Us
If you have questions about this Return Policy, please contact us:
Fraxylonnrax
3830 Brentwood Rd NW
Calgary, AB T2L 2J9, Canada
Email: help@fraxylonnrax.world
Phone: +1 780 800 8088
We are committed to fair and transparent business practices and will work with you to resolve any concerns you may have.
