Refund & Cancellation Policy

How refunds and cancellations work for Axion Built service engagements.

1. Scope

This policy applies to paid services delivered by Axion Built LLC ("Axion Built," "we," "us") — including custom software development, point-of-sale programming, branded application builds, and consulting. It supplements (and is incorporated into) our Terms of Service and any signed scope of work or master services agreement covering the engagement.

Where this policy conflicts with the terms of a signed scope, the signed scope controls.

2. Retainers and project deposits

• Before project kickoff. Pre-paid retainers and project deposits are refundable in full at any time before kickoff. "Kickoff" means the calendar date on which we begin scheduled engagement work, as defined in the signed scope (or, if not defined there, the date of our first billable hour on the project).
• After kickoff. Once work has begun, retainers and deposits are refundable on a pro-rated basis — refundable for hours not yet worked and deliverables not yet started, net of any third-party costs we have incurred on your behalf (cloud services, paid APIs, licensed components, etc.) that are not recoverable.
• Holding the schedule. If you ask us to pause an active engagement, we will hold your retainer balance for up to ninety (90) days. After 90 days a paused engagement is treated as cancelled and any unused balance is refunded under the pro-rated rule above.

3. Hourly and time-and-materials work

Hours that have already been worked and invoiced are non-refundable. If you believe an invoice misstates the work performed, contact us under Section 6 within fifteen (15) days of the invoice date and we will review the time records together.

4. Project-based / fixed-fee work

Where an engagement is priced as a fixed fee for a defined deliverable:

• If we cancel before completion for reasons within our control, we will refund the portion of the fee allocated to incomplete milestones, and you retain any partial deliverables already accepted under the scope.
• If you cancel before completion, the fee allocated to milestones already completed and accepted is non-refundable. Milestones in progress are reconciled on a pro-rated basis. Milestones not yet started are refundable.
• Acceptance. A milestone is "accepted" when you have signed off in writing, used the deliverable in production, or fifteen (15) days have passed since delivery without written notice of a material defect.

5. Third-party costs and reimbursables

Out-of-pocket third-party costs we paid on your behalf — including cloud-hosting fees, paid API usage, app-store fees, font or icon licenses, paid component libraries, design assets, and travel — are non-refundable once incurred, even if the engagement is cancelled.

6. How to request a refund or cancel

Send an email to support@axionbuilt.com with the subject line "Refund Request" or "Cancellation," your engagement reference (project name or invoice number), and a short description of what you'd like to do and why. We will respond within three (3) business days.

Approved refunds are issued to the original payment method within ten (10) business days of approval, subject to your card network's processing time.

7. Chargebacks — contact us first

If you have a question or concern about a charge, please contact us at support@axionbuilt.com before filing a chargeback with your card issuer. We will work in good faith to resolve any legitimate dispute under this policy.

Filing a chargeback without first contacting us — or in breach of a signed scope of work — is a material breach of our Terms of Service. We reserve the right to recover costs (including processor chargeback fees and reasonable collection expenses) for chargebacks filed in bad faith or without first attempting good-faith resolution.

8. Statutory rights

Nothing in this policy limits any non-waivable consumer-protection right you have under the law of your jurisdiction. Where a statute gives you a stronger right than this policy, the statute controls to the extent of the conflict.

9. Changes to this policy

We may update this Refund Policy from time to time. When we do, we will post the new version at this URL with an updated "Last updated" date. Changes apply to engagements entered into after the effective date of the change; engagements already under a signed scope remain governed by the policy in force when the scope was signed.

10. Contact

For refund and cancellation requests, or any question about this policy:

Axion Built LLC
Attn: Billing
Lantana, FL 33462
Email: support@axionbuilt.com
Phone: (561) 341-9592 · Monday–Friday, 9am–6pm ET