Cancellation & Refund Policy

Our Cancellation and Refund Guidelines

At Thalixtr, we provide professional digital services including Logo Design, Animation & Motion Graphics, WordPress, Digital Marketing, and Content Writing.

Because our services may involve customized creative work, technical implementation, research, content production, consultation, and project-specific development, cancellation and refund eligibility may depend on the service purchased, project status, work already completed, and circumstances of the request.

This policy explains how cancellations, revisions, and refund requests are handled.

1. Cancellation Before Work Begins

Customers may request cancellation by contacting our customer support team.

If a cancellation request is received before work on the purchased service has started, the order may be eligible for a full refund.

If work has already started, the request will be reviewed based on the project status, work completed, resources already committed, and applicable service terms.

Where only part of the service has been completed, an eligible refund may be reduced to account for work already performed.

2. Service Issues After Delivery

If you believe that a delivered service materially differs from the agreed service description, project scope, or approved requirements, please contact us within 7 days of delivery of the applicable service or project milestone.

Please provide sufficient information to explain the issue so that we can review the delivered work against the agreed requirements.

Depending on the circumstances, an appropriate resolution may include:

  • Revisions within the original project scope
  • Correction of identified issues
  • Additional technical assistance where applicable
  • Partial refund
  • Full refund where appropriate

Where an issue can reasonably be corrected within the original scope, we may first offer corrective work or an eligible revision.

3. Refund Eligibility

A full or partial refund may be considered where:

  • The purchased service cannot be provided due to circumstances within our reasonable control.
  • The delivered work materially differs from the applicable service description or agreed project scope and the issue cannot reasonably be corrected.
  • A significant issue attributable to us remains unresolved after reasonable efforts to correct it.
  • A duplicate payment has been confirmed for the same order or service.
  • A technical, administrative, or operational error attributable to us prevents the purchased service from being properly completed or delivered.
  • Both parties agree to cancel a project before it has been substantially completed.
  • Another refund obligation applies under applicable law.

Refund eligibility and any applicable refund amount are determined based on the circumstances of the order and the amount of work already completed.

4. Circumstances Where a Refund May Not Be Available

Subject to applicable law, a refund may not be available where:

  • The service has been completed and delivered substantially in accordance with the agreed requirements.
  • The customer changes their mind after customized work has commenced.
  • The customer requests a substantially different creative direction after work has been completed according to previously approved requirements.
  • The customer requests additional features, concepts, pages, functionality, content, research, or deliverables outside the original scope.
  • Required information, content, files, approvals, feedback, or access necessary to complete the project have not been provided by the customer.
  • Delays result primarily from missing customer materials, access, feedback, or approvals.
  • The customer has approved the final deliverables and subsequently requests changes outside the agreed scope.
  • The customer has already used, published, implemented, distributed, or otherwise materially benefited from completed deliverables and the service was provided according to the agreed scope.
  • The issue results solely from a third-party platform, hosting provider, plugin, API, advertising platform, software provider, or other external service outside our reasonable control, unless responsibility for that issue was expressly included in the agreed scope.
  • A refund request relates solely to additional work that was not included in the purchased service.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under applicable consumer protection or other applicable laws.

5. Revisions

Where revisions are included with a purchased service, customers may request revisions according to the applicable service description, package, or agreed project scope.

Revisions are intended to correct or refine work within the originally agreed requirements.

Requests involving substantial changes to the original project direction may be considered additional work. Examples may include:

  • New design concepts
  • Substantial redesigns
  • Additional website pages
  • New website functionality
  • Additional animations
  • Additional written content
  • Expanded research
  • New marketing requirements
  • Additional deliverables not included in the original service

Where additional work is required, any applicable additional charges or changes to the expected completion timeframe will be communicated before that additional work proceeds.

6. Customer-Caused Project Delays

Some digital services require information, files, content, approvals, website access, credentials, or feedback from the customer.

If required materials or responses are delayed, the estimated project completion date may also be extended.

We may contact the customer to request outstanding information necessary to continue the project.

A delay caused by missing customer information or access does not automatically make an otherwise properly performed service eligible for a refund.

7. Refund Processing

If a refund is approved, we will generally initiate the refund within 3–5 business days following approval.

Approved refunds will normally be returned to the original payment method whenever reasonably possible.

After a refund has been initiated, the time required for funds to appear in the customer’s account depends on the applicable payment processor, card issuer, bank, or financial institution and is outside our direct control.

Where a partial refund is approved, the amount may reflect the portion of the service already completed and other relevant circumstances of the project.

8. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact our customer support team and provide:

  • Full Name
  • Email Address
  • Order or Invoice Number
  • Purchased Service
  • Date of Purchase
  • Reason for the cancellation or refund request
  • Relevant supporting information, files, screenshots, or project communications where applicable

We may request additional information where reasonably necessary to verify the order and review the request.

Refund and cancellation requests are assessed against the applicable service description, agreed project scope, project status, work already completed, and circumstances of the request.

9. Payment Disputes

If you believe a payment was made in error, duplicated, unauthorized, or relates to a service issue, please contact us at [email protected] so that we can investigate the transaction and attempt to resolve the matter.

Nothing in this section prevents customers from exercising any rights available through their payment provider or under applicable law.

Customer Service Information

Customer Support Email: [email protected]

Company Name: Thalix Strategy Forge Ltd

Company Address: 15 Lambrook Terrace, London, England SW6 6TF, United Kingdom