Refund Policy
How refunds are handled across fixed services, custom work, and ongoing support arrangements.
Work is scheduled against real delivery capacity. This policy explains how refunds are handled based on timing, scope, and how much work has already been committed.
General principle
Celvencia services reserve delivery time, strategic focus, and operational capacity. Payments are treated as compensation for that reserved work and are not automatically refundable once a service has been scheduled or started.
Before work begins
If a service has been purchased but no work has started, refund requests may be reviewed on a case-by-case basis. Administrative costs, payment processing fees, and any time already spent may be deducted where applicable.
After work begins
Once work has started, payments are generally non-refundable except where required by law. This includes audits, planning, messaging, design, implementation, and any activity that consumes delivery capacity or produces client-specific output.
Productized services
Fixed-scope services such as website builds, landing pages, or emergency fixes are purchased with reserved delivery time. If a client withdraws after work begins or capacity has been allocated, refunds are typically not available.
Custom and expanded scope work
For custom engagements, deposits or milestone payments are 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 reserved time.
Subscriptions and retainers
Recurring services can be cancelled for future billing cycles. However, already processed payments are not refunded once access to support, scheduling priority, or retained capacity has been provided.
Fit and adjustments
If a service is found to be unsuitable early in the process, a partial adjustment, service credit, or scope change may be considered at Celvencia's discretion. This is handled case-by-case and is not guaranteed.
Chargebacks and disputes
Clients are encouraged to contact hello@celvencia.com before initiating a chargeback. Most issues can be resolved faster through direct discussion, especially where expectations or scope need clarification.
Legal exceptions
Nothing in this policy limits rights that cannot be excluded under applicable law. Where local regulations require a different outcome, those requirements will apply.
Contact
Refund and billing enquiries can be sent to hello@celvencia.com.