At Mindoxy (“we”, “us”, “our”), we aim to provide clear, fair, and professional service to all clients and customers. This Refund & Returns Policy explains how refunds, cancellations, and returns are handled for services, digital products, subscriptions, and any products purchased through https://mindoxy.org.

If you have any questions about this policy, please contact us at:

1. Overview

Because Mindoxy provides a mix of digital services, custom project work, support plans, and may in future offer digital products or online purchases, refund eligibility depends on the type of product or service purchased.

This policy should be read together with our:

  • Terms & Conditions
  • Privacy Policy

2. Custom Digital Services (Websites, Apps, AI, SEO, Consultancy, etc.)

For custom services such as:

  • Website design and development
  • Website redesign and upgrades
  • E-commerce solutions
  • Mobile app development
  • AI and automation solutions
  • SEO and digital marketing
  • Technical consultancy and digital transformation
  • Branding or design services
  • Training and workshops
  • Custom software or integration work

Refunds for custom services:

  • Deposits are generally non-refundable once work has started
  • If no work has started, we may consider a partial or full refund at our discretion
  • Once project work has commenced, refunds will depend on:
    • the amount of work completed
    • project stage reached
    • time already allocated
    • any third-party costs already incurred

If a project is cancelled by the client:

  • We reserve the right to invoice for work completed up to the cancellation date
  • Any unpaid work completed may remain due
  • Any deposit already paid may be retained to cover time and administrative costs

3. Revisions Are Not the Same as Refunds

Where a package or proposal includes revisions, we will work within the agreed scope to make reasonable adjustments.

However:

  • revisions do not mean unlimited changes
  • revisions do not include full redesigns after approval
  • revisions do not apply to major scope changes
  • dissatisfaction arising from changes outside the agreed brief may not qualify for a refund

We encourage clients to review drafts, previews, and milestones carefully before approving work.

4. Digital Products and Downloadable Items

If we sell digital products, templates, downloadable files, digital resources, or other non-tangible products through our website:

As a general rule:

  • Digital products are non-refundable once accessed, downloaded, delivered, or made available

This is because digital goods cannot usually be “returned” in the same way as physical items.

Refunds for digital products may only be considered where:

  • the wrong item was delivered
  • the file is materially defective and cannot be reasonably fixed or replaced
  • duplicate payment occurred
  • the product was not delivered due to a confirmed technical issue on our side

5. Hosting, Maintenance, Support Plans and Subscriptions

For recurring services such as:

  • Website hosting
  • Maintenance plans
  • Monitoring services
  • Support retainers
  • Subscription-based services
  • Managed updates or security services

Refunds and cancellations:

  • Monthly or annual fees are generally non-refundable once the service period has started
  • You may cancel future renewals in accordance with your plan or written agreement
  • If a cancellation request is received before the next billing cycle, future charges may be stopped
  • No partial refunds are guaranteed for unused time unless stated in writing

If a plan includes setup, migration, onboarding, or configuration work, those setup costs may be non-refundable once completed.

6. Domain Names, Third-Party Licences and External Costs

Certain items are usually non-refundable once purchased or provisioned, including:

  • Domain names
  • SSL certificates
  • Paid plugins or licences
  • Themes or templates purchased on your behalf
  • Third-party subscriptions
  • Hosting purchased through third-party providers
  • Email or software licence fees
  • External tools or API credits

This is because such purchases are often governed by third-party provider terms and may not be recoverable.

7. Physical Products (If Offered in Future)

If we offer physical products in the future through our website:

Returns may be accepted if:

  • the item is faulty
  • the item is damaged on arrival
  • the wrong item was supplied
  • the item is returned in unused condition (where applicable and legally eligible)

To request a return:

  • Contact us within 14 days of receiving the item
  • Include your order details and reason for return
  • Do not return items without contacting us first

Conditions:

  • Items may need to be returned unused and in original packaging where appropriate
  • Return postage may be the customer’s responsibility unless the item is faulty, damaged, or incorrect
  • Refunds may be processed after inspection and approval

Some products may be exempt from return for hygiene, customisation, or digital-delivery reasons where legally permitted.

8. Klarna and Instalment Payments (If Enabled)

If Klarna or another instalment payment provider is enabled in future:

  • Approval decisions are made by the payment provider
  • Repayment terms are between you and that provider
  • Mindoxy does not control financing approval, repayment schedules, or third-party finance charges

Refunds for Klarna-paid orders:

  • If a refund is approved by Mindoxy, we will process it in line with our policy
  • The payment provider will then handle the corresponding adjustment according to their own terms

Mindoxy is not responsible for third-party financing decisions, repayment obligations, or payment provider processing times.

9. Duplicate Payments or Billing Errors

If you believe you have been charged incorrectly, charged twice, or billed in error:

  • Please contact us as soon as possible at info@mindoxy.org
  • We will review the matter promptly
  • Where a genuine duplicate payment or billing error is confirmed, we will arrange a refund or correction where appropriate

10. Chargebacks and Payment Disputes

If you believe there is an issue with a payment, we strongly encourage you to contact us first so we can try to resolve the matter quickly and fairly.

Unjustified chargebacks or payment disputes for legitimately delivered services may result in:

  • suspension of service
  • delayed handover
  • withholding of deliverables pending resolution
  • additional administrative costs where permitted

We reserve the right to provide supporting evidence to payment processors where services or products have been delivered.

11. How Refunds Are Processed

Where a refund is approved:

  • refunds will usually be issued to the original payment method where possible
  • processing times may vary depending on your bank or payment provider
  • third-party payment providers may take additional time to complete the refund
  • any non-recoverable third-party costs may be deducted where applicable and lawful

We will always aim to communicate clearly about the amount, reason, and expected timeframe.

12. Non-Refundable Situations (General)

Refunds are generally not available in the following situations unless otherwise agreed in writing:

  • Work has already started on a custom project
  • A milestone has been completed and approved
  • A digital product has been downloaded or accessed
  • A service period has already begun (e.g., hosting or maintenance)
  • A third-party licence, domain, or subscription has already been purchased
  • Delays are caused by the client’s failure to provide required content, approvals, or feedback
  • Dissatisfaction is based on requests outside the agreed scope

13. Our Right to Refuse Refunds

We reserve the right to refuse refund requests where:

  • the request falls outside this policy
  • services have already been substantially delivered
  • the request relates to change of mind after delivery
  • the issue results from client misuse, third-party changes, or unauthorised modifications
  • the request is fraudulent, abusive, or unreasonable

14. Consumer Rights

Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable law, including consumer protection laws in the United Kingdom where they apply.

Where the law gives you rights that override parts of this policy, those legal rights will still apply.

15. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect:

  • changes in our services or products
  • changes in payment methods or integrations
  • changes in legal or regulatory requirements
  • operational changes in how we deliver services

Any updates will be published on this page with a revised “Last Updated” date.

16. Contact Us

If you have any questions about refunds, cancellations, or returns, please contact us:

Mindoxy
Website: https://mindoxy.org
Email: info@mindoxy.org
Phone: 0330 122 8913