Refunds, Billing & Delivery

↩️ Refund & Returns Policy

Refund Eligibility

You may be eligible for a full or partial refund if: (1) NexisLab fails to begin work within 14 days of the agreed start date without valid reason, (2) deliverables materially fail to meet the agreed specification after reasonable opportunity to remedy, or (3) you cancel within 48 hours of an initial deposit payment with no work yet started.

Retainer Plan Refunds

For monthly retainers, unused service credits within the current billing month are refundable if requested in writing before the next billing cycle. Once a billing month begins and work has commenced, fees for that month are non-refundable, though you may cancel future billing at any time with 30 days' notice.

Fixed-Price Project Refunds

For fixed-price projects, refunds are calculated against project milestones already completed:

Project Stage	Refund Eligibility
Before kickoff / discovery	Full refund minus 10% admin fee
During discovery/strategy phase	75% refund of remaining unbilled work
During design/development phase	50% refund of remaining unbilled work
After final delivery	No refund (work has been delivered)

The initial 50% deposit required to begin any fixed-price project is non-refundable once work has commenced, as it covers resource allocation and project initiation costs.

How to Request a Refund

Email billing@nexislab.com with your account details, invoice number, and reason for the request. Refund requests are reviewed within 5 business days. Approved refunds are processed to your original payment method within 10 business days.

Non-Refundable Items

• Third-party costs already incurred on your behalf (domains, stock assets, paid tools, ad spend)
• Digital products and templates once downloaded
• Completed and delivered project milestones
• Setup or onboarding fees, where applicable
• Services where the client has caused unreasonable delay preventing completion

💳 Billing & Cancellation Policy

Billing Cycle

Monthly retainers are billed on the 1st of each calendar month, in advance of the service period. Annual plans are billed upfront at the start of the 12-month term with a 20% discount applied. Fixed-price projects follow the payment schedule outlined in your Statement of Work — typically 50% deposit, 50% on delivery, or milestone-based for larger projects.

Payment Methods

We accept credit/debit cards, ACH bank transfers, wire transfers, and PayPal, all processed securely through Stripe. Your payment method is stored securely and charged automatically each billing cycle for active subscriptions, unless you've arranged manual invoicing.

Failed Payments

If a scheduled payment fails, we will retry 3 times over 7 days and notify you by email each time. If payment remains unsuccessful after 14 days, we reserve the right to pause active services until the account is brought current. A $25 late fee may apply after 30 days of non-payment.

Cancellation Process

To cancel a retainer or subscription, notify your account manager or email billing@nexislab.com at least 30 days before your next billing date. We'll confirm your cancellation in writing, complete any in-progress deliverables for the current cycle, and provide all files via your client portal. No further charges will be made after the effective cancellation date.

Cancellation Fees

There are no cancellation fees for retainer plans cancelled with proper 30-day notice. Fixed-price projects cancelled mid-way are billed for work completed to date plus a 10% project closure fee to cover administrative wind-down costs. Annual plans cancelled before term completion are not eligible for a refund of the annual discount already applied, though remaining undelivered services may be credited toward future work.

📦 Delivery Policy

Delivery Timelines

Delivery timelines are set out in your project's Statement of Work and depend on scope and complexity. Typical ranges: landing pages (5–7 days), full websites (4–8 weeks), mobile app MVPs (10–14 weeks), brand identity packages (2–4 weeks), single video edits (3–7 business days). Retainer deliverables (design assets, content, reports) are delivered on a rolling monthly cadence as outlined in your plan.

File Formats & Handover

Deliverables are provided in industry-standard, editable formats appropriate to the work type:

• Web/App projects: Source code via Git repository, deployment access, and technical documentation
• Design assets: Figma files, plus exported PNG/SVG/PDF as needed
• Video: Final renders in MP4 (H.264), plus raw project files on request
• Branding: Vector logo files (AI, EPS, SVG), brand guideline PDF, and font files where licensed
• Written content: Google Docs or Word format with tracked revisions

All final deliverables are made available through your client portal and remain accessible for 24 months following delivery (see our Licensing & Subscription Terms for the full download policy).

Acceptance & Sign-off

Upon delivery of each milestone, you have 5 business days to review and request revisions within the agreed scope. If no feedback is received within 5 business days, the milestone is considered accepted. Final project sign-off occurs upon delivery of the last milestone and triggers final invoicing.

Delays

If NexisLab anticipates a delay to an agreed delivery date, we will notify you as soon as reasonably possible with a revised timeline. Delays caused by late client feedback, incomplete content/assets provided by the client, or scope changes requested mid-project do not constitute a breach of our delivery commitment and may result in a revised timeline and, where applicable, additional fees.