1. Refund Eligibility
Clients are eligible to request a refund within 7 days of payment, provided a genuine reason is submitted with relevant supporting documentation. Refund requests are evaluated on a case-by-case basis, taking into account the stage of project completion, resources already allocated, and the specific nature of the service purchased. We take every request seriously and aim to resolve disputes promptly and equitably.
Refund eligibility requires that the service was not substantially delivered or that a documented failure to meet the agreed project specifications occurred. Nythova's client success team will review all submitted evidence and provide a formal decision within 5 business days of receiving a complete refund request. We are committed to handling all refund matters with integrity and professionalism.
2. Cancellation Terms
Cancellations are permitted before a project or service engagement has formally commenced. A project is considered commenced once Nythova has assigned resources, conducted a kick-off meeting, or begun any development, design, or consulting work. Cancellation requests must be submitted in writing via email to [email protected].
Once design, development, or IT consulting work has started, only partial refunds may be applicable, calculated based on the percentage of work completed at the time of the cancellation request. The remaining balance will be retained to cover resources allocated, planning time, and work delivered up to the point of cancellation. Nythova determines the completion percentage based on internal project tracking and milestone documentation.
3. Non-Refundable Services
The following services and charges are non-refundable under all circumstances, as they represent work already performed, resources committed, or third-party costs incurred on your behalf:
- Custom or personalized software development services that have been delivered and approved.
- Monthly or recurring subscription fees after the start of the billing cycle.
- One-time setup, onboarding, or consultation fees once the session or setup has taken place.
- Third-party licenses, API subscriptions, domain registrations, or cloud service costs provisioned for the client.
- Completed milestones that have received formal client sign-off or written approval.
4. How to Request a Refund
To initiate a refund or cancellation request, please contact our team with full details about your concern. All refund requests must be submitted in writing — verbal requests cannot be processed. Send your written request to [email protected] and include the following information:
- Your full name and contact information
- Order or invoice number associated with the service
- A clear and detailed reason for the refund or cancellation request
- Supporting documentation, screenshots, or evidence where applicable
Incomplete requests may be delayed. Our team will acknowledge receipt within 2 business days and provide a resolution decision within 5 business days thereafter.
5. Processing Refunds
Approved refunds will be processed within 7–10 business days of the approval decision. Refunds are issued via the original payment method used at the time of purchase. Processing times may vary depending on your bank, payment provider, or credit card issuer — in some cases, it may take up to 15 business days for the refund to appear in your account.
Nythova is not responsible for delays caused by third-party payment processors or financial institutions. If you have not received your refund within 15 business days of approval, please contact us at [email protected] with your refund confirmation number so we can assist you further.
