Refund & Cancellation

Refund Policy

Last Updated: October 2026

Thank you for choosing Nezzex Software Solutions. We value your satisfaction and are committed to delivering exceptional software products. This Refund Policy governs refund eligibility and processing for our custom software development services. All refunds are issued to the original payment-initiated method.

1 Refund Eligibility

We process refund requests under the following conditions:

50% Advance (Deposit) Payment: The initial 50% advance payment is eligible for a refund only if the project has not yet commenced. Once our engineering team begins architecture design or any active development work, the advance is non-refundable as it covers planning, scoping, and resource allocation.
Full Upfront Payment: If you paid 100% upfront and the project has not yet commenced, a full refund may be issued upon written request within 7 business days of payment.
Project Dissatisfaction: If the delivered software does not materially conform to the agreed project specifications, we will first offer revision cycles within the SLA period. Refunds for partially completed projects are assessed on a pro-rata basis relative to work completed.

2 Non-Refundable Services

The following services and deliverables are strictly non-refundable once work has commenced or delivery has been made:

Custom-built software, web applications, and mobile apps once delivered and accepted by the client.
UI/UX design deliverables (wireframes, prototypes, design systems) once approved.
Domain registration, hosting setup, and third-party software licenses procured on behalf of the client.
Deployment and DevOps services once the live environment has been provisioned.
Consulting, technical scoping, and architecture planning sessions.
SLA maintenance and post-delivery support retainers once the support period has begun.

3 Refund Process

To request a refund, please follow these steps:

Submit Written Request:

Email your refund request to info@nezzex.com with your Order Number, reason for refund, and any supporting documentation.

Review Period:

Our team will review your request and respond within 5 business days, confirming eligibility and the refund amount.

Refund Initiation:

Approved refunds are processed within 7–14 business days back to the original payment method — i.e., via PayHere (card/wallet) or directly to the bank account used for transfer. No alternative payment channels will be used for refunds.

4 Project Cancellation Policy

If you decide to cancel an in-progress project:

Before Development Starts: Full refund of any payments made, minus any third-party costs already incurred on your behalf.
During Development: A proportional refund based on completed work stages will be calculated. All completed deliverables up to that point will be transferred to the client.
Post-Delivery: No refund is available after the final project delivery has been accepted and the client has received hosting credentials or live deployment access.

Important – Refund Method: All refunds are issued exclusively to the original payment-initiated channel. If payment was made via PayHere (credit/debit card, FriMi, eZ Cash, mCash), the refund will be returned via PayHere. If payment was made via bank transfer, refunds will be transferred to the same bank account. We do not issue refunds to alternative accounts or payment methods.

5 Processing Time

Approved refunds are processed within 7–14 business days after confirmation. Please note that it may take additional time for the refund to appear in your account depending on your bank, card issuer, or payment provider processing timelines. PayHere gateway refunds typically take 3–7 working days to reflect on your statement.

Contact Us

If you have any questions or concerns regarding our refund policy, please contact our support team. We are here to assist you and ensure your experience with Nezzex Software is exceptional.