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Last updated: 2026
Celvencia provides bespoke digital services that involve the reservation of skilled professional time, creative effort, and technical capacity. When an engagement is confirmed and payment is received, Celvencia allocates resources specifically to that project. For this reason, payments are not automatically refundable once work has been scheduled or commenced. This policy is consistent with standard practice for professional services and does not affect any statutory rights you may have under the laws of your jurisdiction.
If a client wishes to cancel before any work has commenced and before Celvencia has incurred material costs or reserved significant capacity, a partial refund may be considered at Celvencia's discretion. Any refund in this scenario will be net of payment processing fees, administrative costs, and any time already spent on scoping, planning, or communication. Refund requests in this category must be made in writing to hello@celvencia.com within 48 hours of payment. Requests made after 48 hours will be evaluated under the post-commencement policy below.
Once work on a project has commenced, all payments made are non-refundable. This applies regardless of the reason for cancellation, including change of mind, change of business direction, or dissatisfaction with work in progress. If a client cancels after commencement, Celvencia will provide all completed deliverables to that point for which full or proportional payment has been received. Any outstanding balance for work completed before cancellation remains due and payable.
Fixed-scope services such as the Lead Conversion System, Growth System, and Advanced System are purchased with a reserved delivery window. The upfront payment secures that window and the associated professional capacity. If a client withdraws, goes unresponsive for more than 14 days, or is unable to provide required materials within a reasonable timeframe, the reserved capacity is forfeited and no refund is issued. Celvencia will make reasonable efforts to restart a paused project within 30 days at no additional cost if the cause of delay was outside the client's control.
Monthly maintenance, support retainers, and ongoing service plans can be cancelled at any time with 14 days written notice before the next billing date. Cancellations received after the billing date has passed will take effect in the following billing cycle. Payments already processed for the current billing cycle are non-refundable once access or capacity has been provided for that period. No partial refunds are issued for unused days within a billing period.
If a deliverable materially fails to meet the agreed specification and Celvencia is unable to correct the defect within a reasonable rectification period, the client may be entitled to a partial or full refund of amounts paid for that specific deliverable. Claims of defective deliverables must be made in writing to hello@celvencia.com within 14 days of delivery. Claims must specify the exact nature of the defect with reference to the agreed specification. Subjective dissatisfaction with design choices, stylistic decisions, or creative direction within the agreed brief does not constitute a defect.
Celvencia strongly encourages clients to contact hello@celvencia.com before initiating any payment dispute, chargeback, or reversal through their bank or payment provider. Most disputes can be resolved quickly through direct communication. Chargebacks initiated without prior written notice to Celvencia will be contested with full documentation of the agreed scope, communications, and deliverables. Clients who initiate unjustified chargebacks may be liable for additional costs incurred by Celvencia in contesting the dispute, including administration fees and any penalties charged by payment processors.
Approved refunds will be processed within 14 business days of written confirmation. Refunds will be issued via the same payment method used for the original transaction where possible. Celvencia is not responsible for delays caused by payment processors, banks, or international transfer timelines. Processing fees charged by the original payment method are non-refundable in all cases.
This refund policy does not override or exclude any rights you may have under applicable consumer protection laws in your jurisdiction. Australian clients retain rights under the Australian Consumer Law, including guarantees that services will be provided with due care and skill, within a reasonable time, and fit for the purpose described. European and UK clients retain rights under applicable consumer protection directives. Where statutory rights provide greater protection than this policy, those rights apply.
Celvencia reserves the right to update this Refund Policy at any time. The policy applicable to your engagement is the version in effect at the time your payment was made. Changes will be published on celvencia.com.
All refund requests, billing disputes, and related enquiries must be submitted in writing to hello@celvencia.com. Please include your full name, project reference or invoice number, payment date, and a description of your request. Celvencia will acknowledge all formal refund communications within 3 business days and aim to provide a resolution within 10 business days.