1. Overview
This policy explains when a customer may cancel an order or request a refund for services purchased from SoftWorX Global. By making a payment, approving a proposal, purchasing a subscription or authorising us to begin work, you agree to this policy together with our Terms & Conditions.
2. Cancellation before work begins
If you cancel a project before SoftWorX Global has started any billable work, purchased third-party services, allocated paid resources or incurred project-specific costs, you may request a refund of the amount paid.
Any non-refundable payment gateway charges, bank charges, domain fees, hosting fees, software licences, advertising spend or other third-party costs already incurred may be deducted from the refund.
3. Cancellation after work begins
Once work has started, payments relating to completed work, time already spent, approved milestones, delivered designs, source code, consultation, configuration, setup or other completed services are non-refundable.
If a project is cancelled before completion, SoftWorX Global may calculate the value of work completed up to the cancellation date. Where the amount paid exceeds the value of completed work and committed third-party costs, the remaining eligible balance may be refunded at our discretion and in accordance with the applicable proposal or agreement.
4. Custom software, websites, design & consulting
Deposits and milestone payments for custom development, websites, branding, UI/UX, integrations and consulting reserve production time and resources. After the related work has begun, these payments are normally non-refundable. If the delivered work materially differs from the agreed written scope, please contact us promptly so we can investigate and provide a reasonable correction, replacement or other appropriate resolution.
5. Subscriptions and recurring services
For recurring software, hosting, maintenance or support services, you may request cancellation before the next billing date. Unless otherwise stated in your plan or agreement, cancellation stops future renewal and does not normally create a refund for a billing period that has already started.
If SoftWorX Global terminates a prepaid service without cause and cannot provide the remaining service, we may issue a pro-rated refund for the unused eligible period.
6. Duplicate or incorrect payments
If you are charged twice for the same transaction, pay an incorrect amount, or a payment is taken after a confirmed cancellation due to a processing error, contact us with the transaction details. Once verified, the eligible excess amount will be refunded to the original payment method where possible.
7. Third-party charges
Payments made to third parties on your behalf, including domain registrations, hosting, cloud services, licences, paid advertising, SMS/WhatsApp services, app-store fees and similar costs, are subject to the third party's own refund rules and may be non-refundable.
8. How to request a cancellation or refund
Send your request to aziel@softworxglobal.com with your name or business name, invoice or transaction reference, payment date, amount paid and the reason for your request.
We may request additional information to verify the payment and evaluate the request.
9. Refund processing time
Approved refunds are normally initiated within 7–14 business days. Your bank, card issuer or payment provider may require additional time to reflect the refund in your account. Refunds will normally be returned using the original payment method unless another method is required by law or agreed in writing.
10. Contact
If you have any questions about this policy, contact SoftWorX Global at aziel@softworxglobal.com or +94 71 920 2269.