Refund Policy
This policy explains how Celvencia approaches refunds for fixed-price services, custom work, and recurring support or subscription arrangements.
1. General principle
Most services offered by Celvencia reserve delivery capacity, strategic attention, scheduling time, and operational resources. Because of that, payments are generally treated as compensation for reserved work and are not automatically refundable once the service has been scheduled or started.
2. Before work begins
If a client has paid for a service but no strategy work, setup work, review, or production activity has started, a refund request may be reviewed on a case-by-case basis. Administrative fees, payment processing costs, and any time already spent may still be deducted where appropriate.
3. After work begins
Once work has started, payments are generally non-refundable except where required by applicable law. This includes discovery, audits, planning, messaging work, design direction, implementation, setup, and other delivery activity that consumes project capacity or creates client-specific output.
4. Productized services
Fixed offers such as website packages, landing page work, emergency fixes, and similar scoped services are purchased with the understanding that delivery time is being reserved. If the client withdraws after work has started or after delivery capacity has been blocked out, refunds will usually not be available.
5. Custom and expanded scope work
For custom work, milestone payments or deposits may be non-refundable once the associated phase has started. If a project is paused or cancelled mid-way, Celvencia may retain amounts corresponding to completed work, work in progress, and any reserved scheduling or specialist time already committed.
6. Subscriptions and retainers
Recurring services can generally be cancelled for future billing periods, but already-processed billing cycles are typically not refunded once access to support, priority scheduling, monitoring, maintenance, or retained delivery capacity has been made available.
7. Unsuitability and fit
If Celvencia determines early in the process that the purchased service is not the right fit, a partial adjustment, service credit, or scope transfer may be considered at Celvencia’s discretion. This is handled case by case and is not guaranteed.
8. Chargebacks and disputes
Clients are encouraged to contact hello@celvencia.com before initiating a chargeback or payment dispute. Most issues can be reviewed more efficiently through direct discussion, particularly where scope, timing, or delivery expectations need clarification.
9. Exceptions
Nothing in this policy limits any rights that cannot legally be excluded or restricted under applicable law. Where local law requires a different refund outcome, that law will apply to the extent necessary.
10. Contact
Refund and billing questions can be sent to hello@celvencia.com.