Refund Policy

As a standard principle, payments made to Draxil are non-refundable once an engagement has been confirmed, subject to applicable law and any specific terms stated in the relevant Engagement Confirmation.

This reflects the nature of our Services:

• Engagements are tailored to specific technical requirements
• Specialist time and expertise are allocated immediately
• Work may commence prior to visible outputs or formal deliverables

By proceeding with a payment or confirming an engagement, you acknowledge and accept that refunds are not guaranteed.

Before proceeding with any Service, clients are expected to:

• Review the scope, structure, and pricing of the engagement
• Provide clear and accurate information through the request process
• Seek clarification where any aspect of the Service is unclear
• Ensure alignment between the selected Service and its operational objectives

By completing payment, you confirm that your decision was made with sufficient understanding and without external pressure.

Refunds are not part of standard practice but may be reviewed, at our sole discretion, in clearly defined situations:

• Duplicate Transactions: Where multiple payments have been processed unintentionally for the same Service.
• Billing Errors: Where an incorrect amount has been charged due to a verifiable administrative or technical error.
• Incomplete Payment Processing: Where payment has been taken, but the Service could not be initiated due to a confirmed transaction failure.
• Non-Delivery Due to Internal Factors: Where a confirmed engagement has not been delivered or initiated due to an internal issue within Draxil.

Refunds will not normally be provided in cases including, but not limited to:

• Change of decision after engagement confirmation
• Client-side delay, non-response, or failure to provide required materials
• Dissatisfaction based on expectations that were not included in the agreed scope
• Disagreement with technical recommendations where the work was performed within the confirmed engagement terms
• Requests submitted after service delivery has commenced or substantially progressed
• Work already completed, configured, reviewed, scheduled, allocated, or delivered
• Third-party costs, software licences, cloud tools, platform fees, contractor costs, or external project expenses already incurred
• Subjective preference changes after review, approval, or delivery of agreed work

If you believe your case meets the criteria outlined above, you may submit a formal request for review.

Your request must include:

• Full name associated with the transaction
• Email address used during the engagement
• Date of payment
• Proof of payment or transaction reference
• A clear explanation of the issue

Requests can be submitted via:

• Email: info@draxil.dev
• Contact Form: draxil.dev/connect

Incomplete submissions may delay the assessment process.

Upon receipt of a complete request, Draxil will:

• Review all submitted information
• Assess eligibility in accordance with this Policy
• Determine whether the request qualifies as an exception

A response will be provided within 7 business days.

All decisions are final and made at the sole discretion of Draxil.

Where a refund is approved, it will be processed using the original payment method where possible. Processing timelines may vary depending on the payment provider.

Draxil may review the relevant Engagement Confirmation, invoice, service scope, correspondence, submitted materials, work records, delivery notes, and payment information when assessing a refund request.

Unjustified or unauthorised chargebacks may be formally contested.

Draxil reserves the right to:

• Submit supporting documentation to payment providers
• Restrict or suspend access to Services
• Recover financial losses resulting from improper chargeback activity

Repeated misuse of payment dispute or chargeback processes may result in restriction or refusal of future engagements.

Draxil may revise this Policy where necessary to reflect:

• Changes in service structure or delivery models
• Legal or regulatory requirements
• Operational or commercial adjustments

Updates take effect upon publication on the Website. Continued use of the Services indicates acceptance of the revised Policy.

If you require clarification regarding this Policy prior to engaging with our Services, please contact us:

• Email: info@draxil.dev
• Contact Form: draxil.dev/connect

We aim to respond to all inquiries clearly, fairly, and in a timely manner.