This policy explains when you can obtain a refund from Fenixer Labs LLC ("Fenixer Labs", "we", "us"), how to ask for one, and how long it takes. It applies to every payment made to us directly or through a payment page we operate.
1. Scope
This policy covers development engagements, maintenance retainers and consultation time. Where a signed statement of work sets out different cancellation terms for a particular engagement, those terms prevail for that engagement, and this policy fills any gap.
2. What we sell
We sell software development services and nothing else. We hold no product of our own and we do not sell media content of any kind, and no refund under this policy relates to media content.
3. How billing works
Engagements are billed against milestones agreed in writing before work begins. Our standard terms are 40% on signature, 40% at the agreed midpoint milestone and 20% on final delivery. Because the first payment is taken before work starts, the position on cancellation depends on how much work has been performed.
4. Cancelling an engagement
You may cancel an engagement at any time, for any reason, by writing to us. What happens next depends on timing:
| When you cancel | What you pay | What we refund |
|---|---|---|
| Before any work has started | Nothing | 100% of anything paid |
| After work has started, before the first milestone | Work performed to date, charged at our day rate | The balance of what you have paid |
| After one or more milestones are accepted | All accepted milestones in full, plus work performed on the current one | The balance of what you have paid |
On cancellation we hand over the work in its then-current state — source code, assets and documentation for everything you have paid for. We do not withhold work you have paid for.
We account for partially completed work honestly. If we cannot evidence the time spent, we do not charge for it.
5. If we cancel
If we withdraw from an engagement for any reason other than your material breach, you pay only for milestones already accepted, we refund everything else in full, and we hand over all work completed to that point at no charge.
6. Work that does not meet the agreed scope
If a deliverable does not meet the signed scope, tell us within the seven-day acceptance window and we will correct it at no charge. That is the normal remedy and it usually resolves the matter.
If, after a reasonable opportunity, we still cannot deliver what was specified, you may cancel and we refund the fees paid for the deliverable in question in full. We do not expect you to pay for work that does not do what we agreed it would do.
Our position. We would rather fix the work, or refund it, than keep money from a client who is not satisfied. If something has gone wrong, write to us before doing anything else — we will almost always resolve it directly.
7. Discovery and scoping engagements
Discovery fees are refunded in full if we withdraw before delivering the specification. Once the specification has been delivered, the fee is earned — it is the deliverable — and is not refundable. You are free to take that specification to another studio; it is yours.
8. Maintenance retainers
Retainers are billed monthly in advance and may be cancelled at any time. Cancellation takes effect at the end of the month already paid for, and you keep the service until that date. We do not pro-rate part-months unless mandatory law requires it.
If you cancel and are billed again afterwards, that charge is refunded in full.
9. What is not refundable
- Milestones you have formally accepted, or which were treated as accepted after the seven-day review window passed without response.
- Discovery specifications already delivered.
- Third-party costs we have already incurred on your written instruction — store fees, licences, hosting, paid APIs — where these are non-recoverable.
- Time spent on work you later decided you no longer wanted, where the work matched the agreed scope.
- Engagements terminated for your material breach of our Terms of Service or Acceptable Use & Content Policy.
Where a request falls outside this policy we will tell you why, in writing, and set out any alternative we can offer.
10. How to request a refund
Email billing@fenixerlabs.net from the address associated with the engagement, including the invoice or transaction reference, the date and amount, and a short description of the reason. You may also telephone +1 302 208 5725 during business hours. We acknowledge every request within one business day.
11. Processing times
| Stage | Typical timescale |
|---|---|
| Acknowledgement of your request | Within 1 business day |
| Decision communicated to you | Within 3 business days |
| Refund submitted to the payment provider | Within 5 business days of approval |
| Funds visible on your statement | Typically 5–10 business days after submission, depending on your bank or card issuer |
Refunds are returned to the original payment method. We cannot refund to a different card, account or person. The time taken for funds to appear after we submit the refund is controlled by your bank or card issuer, not by Fenixer Labs.
12. Billing errors and duplicate charges
Duplicate charges, incorrect amounts and charges you do not recognise are investigated immediately and refunded in full where the error is ours. Report them to billing@fenixerlabs.net as soon as you notice them. This applies regardless of any other time limit in this policy.
13. Chargebacks and payment disputes
If something is wrong with a charge, please contact us before contacting your bank. We can usually resolve the matter faster than a formal dispute, and we would rather fix the problem than argue about it.
Where a chargeback is raised, we cooperate fully with the payment provider and supply our records: the signed scope, milestone acceptances, deliverables handed over and the correspondence between us. Raising a chargeback does not remove your right to a refund under this policy if the request was valid.
14. Statutory rights
If you are a consumer in the European Union, the United Kingdom or another jurisdiction granting a statutory cancellation right, you normally have 14 days to withdraw from a distance contract without giving a reason. Where you ask us to begin work inside that period, you are asked to confirm that request, and you remain liable for the value of work performed before you withdraw.
Nothing in this policy limits any right you have under mandatory consumer-protection law in your country of residence.
15. Contact
Fenixer Labs LLCbilling@fenixerlabs.net
+1 302 208 5725
Mon–Fri, 09:00–18:00 ET
254 Chapman Rd, Suite 101-B
Newark, Delaware 19702
United States
Related: Business Information · Terms of Service · Acceptable Use & Content Policy · Privacy Policy