Refund & Cancellation

1. Our approach

Cortex IT Solution delivers custom services — design, development, consulting and support — not off-the-shelf products. Because our work begins the moment your project starts, refunds are handled fairly and transparently based on how much work has been completed.

This policy applies to all projects, support plans and consultation bookings. Where a signed contract states different refund terms, the contract applies.

2. Advance payments

Most projects begin with an advance payment (typically 30% of the project fee). The advance reserves your slot in our schedule and covers discovery, planning and initial work.

• If you cancel before any work has started, the advance is refunded in full, minus any payment gateway charges.
• Once work has started — including discovery calls, requirement documents, wireframes or designs — the advance is non-refundable.

3. Cancelling a project mid-way

Either party may cancel an engagement with written notice as set out in the signed contract. On cancellation:

• You pay for all work completed up to the cancellation date, calculated against the agreed milestones.
• You also pay for any third-party costs we have already committed on your behalf (licences, hosting, tools, stock assets).
• All completed and paid-for work, source files and credentials are handed over to you within 7 working days of final settlement.
• Any amount you have paid beyond the value of completed work is refunded within 14 working days.

4. Support and maintenance plans

Monthly support and maintenance plans can be cancelled with 15 days' written notice before the next billing cycle. The current month is not refunded once the cycle has started. Annual plans are refunded pro-rata for unused full months, minus a 10% administration fee.

5. Consultation calls

Free consultation calls can be rescheduled or cancelled at any time at no charge. Paid strategy or audit sessions are refunded in full if cancelled at least 24 hours before the scheduled time; later cancellations are non-refundable.

6. When refunds are not available

• Work that has been completed, delivered and approved by you.
• Delays caused by missing content, feedback, approvals or access from your side.
• Third-party services, licences, domains, hosting or ad spend purchased for your project.
• Change of mind after approval of a milestone or deliverable.
• Projects terminated due to a breach of our Terms of Service by the client.

7. How to request a refund

Email cortexitsolution1@gmail.com with your project name, invoice number and the reason for your request. We acknowledge every request within 2 working days and resolve it within 14 working days. Approved refunds are returned to the original payment method.

8. Disputes

If you are unhappy with any part of our work, talk to us first — most concerns are resolved quickly through a conversation. If we cannot resolve a dispute together, it is handled under the governing law clause of our Terms of Service.