At Corelix Software Ltd, we are committed to delivering exceptional software consulting and development services. This Refund Policy outlines refund conditions for our services. By engaging us through corelixsoftware.com, you agree to this policy. Compliant with UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
1. General Principles
Fair, transparent, customer-focused refund practices. All requests are evaluated based on:
- Service tier purchased
- Project delivery stage
- Refund reason
- Compliance with timeframes
We respond to refund requests within five (5) business days.
2. Refund Eligibility by Service Tier
2.1 Essentials Consultation (£1,950)
- Full refund within 14 days of purchase, no consultation hours used
- Partial refund if fewer than 2 hours consumed (deducted at £250/hour)
- No refund after 4+ hours delivered or 30 days from purchase
- Submit requests via /contact form (subject: "Refund Request - Essentials")
2.2 Professional Engagement (£7,500)
- Full refund within 7 days of purchase, project not commenced
- Once project begins, refunds pro-rated based on work completed
- After 25% milestone completion, refunds at Corelix discretion
- No refund after 50% completion or 90 days from purchase
2.3 Enterprise Partnership (£19,500/quarter)
- 14-day cooling-off period from contract signature
- Bespoke terms in MSA
- Pro-rated refunds based on hours/milestones
- Final decisions reviewed by senior leadership
2.4 Add-On Services
- Full refund within 7 days if work not commenced
- No refund once activities have begun
3. Statutory Cancellation Rights (UK Consumers)
Under UK Consumer Contracts Regulations 2013, consumers have a 14-day cancellation right from contract formation. Submit via /contact form. Refunds processed within 14 days. Note: services begun within the cooling-off period may be charged.
4. Non-Refundable Items
- Services already rendered or hours consumed
- Custom development delivered and approved
- Third-party software licences
- Cloud infrastructure costs and external API fees
- Rush delivery surcharges
- Travel expenses
- Services purchased over 12 months prior
- Discounted services marked "non-refundable" at sale
5. How to Request a Refund
Step 1: Submit Request — via /contact form with: subject "Refund Request - [Order/Invoice Number]", full name and company, order/invoice number, purchase date, service tier, detailed reason, supporting documentation if applicable.
Step 2: Acknowledgement within 2 business days.
Step 3: Review within 5 business days.
Step 4: Decision with reasoning, refund amount, processing timeline.
Step 5: Processing within 10 business days of decision.
6. Refund Processing
- Issued via original payment method only
- Card refunds: 5–10 business days (varies by bank)
- Bank transfers: 3–7 business days
- Original transaction currency
- Currency fluctuations are not compensated
- Stripe processing fees may not be refundable
7. Cancellations of Ongoing Engagements
- 14 days written notice required (unless MSA states otherwise)
- Cancellation fees may apply based on work-in-progress, resource allocation committed, third-party costs incurred
- Pre-paid undelivered services may receive partial refund
8. Service Issues and Disputes
- Contact account manager via /contact form
- We resolve within 10 business days
- Escalate to senior leadership if unresolved
- Aim for amicable resolution before refund processes
9. Chargebacks
We strongly encourage clients to contact us before initiating chargebacks. Chargebacks without resolution attempt may result in: account suspension/termination, permanent ban from future engagements, recovery of chargeback fees (£15–25), legal action for breach of contract, reporting to credit reference agencies.
10. Force Majeure
Where service delivery is materially impacted by uncontrollable events (natural disasters, pandemics, government acts), terms may be adjusted with full transparency.
11. Exceptional Circumstances
At our discretion, refunds outside standard policy may be granted for: documented service failure on our part, significant deviation from agreed scope due to our error, bereavement, serious illness, compassionate circumstances, or goodwill considerations.
12. Refund Disputes
- Submit a formal appeal via /contact form within 30 days
- Senior leadership reviews within 10 business days
- Further escalation: CEDR mediation, Small Claims Court (under £10,000), Trading Standards or Citizens Advice
13. Changes to Policy
Updates apply to purchases after the update date. Existing engagements are governed by the policy at purchase time. Material changes are communicated via the website.
14. Governing Law
Governed by laws of England and Wales. Exclusive jurisdiction of the English courts. Doesn't affect UK consumer statutory rights.
15. Contact Information
For all refund-related inquiries: Use /contact form (subject: "Refund Request")
Post: Corelix Software Ltd, Office 18421, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom
Companies House Registration: 17156660