Refund & Cancellation Policy
Digital agency work is bespoke and time-bound, so our refund terms differ from a typical product purchase. This page explains how deposits, milestones and cancellations are handled.
Last updated: September 9, 2026
1. Introduction
This Refund & Cancellation Policy explains how Clixy (“Clixy”, “we”, “us” or “our”) handles deposits, milestone payments, cancellations and refunds for client engagements. It applies alongside our Terms & Conditions and any signed statement of work (“SOW”).
Unlike a physical product, our services involve time, expertise and resources committed as soon as a project starts — so refunds are calculated against work already completed and time already reserved for your project, rather than issued in full simply because a request is made.
2. Deposits & advance payments
Most engagements begin with an upfront deposit, typically 30–50% of the total project fee, which reserves your slot on our schedule and covers the Discover and Define phases. Deposits are non-refundable once work has begun, except where Clixy fails to begin the engagement within the timeframe agreed in the SOW.
3. Milestone payments
For fixed-scope projects, fees are typically split across milestones tied to project phases (for example, Discover, Design, Deliver). Each milestone payment covers the work completed up to that point and is non-refundable once the associated milestone has been delivered and approved, or once the work for that phase has been substantially completed.
4. Cancellation by you
You may cancel an engagement at any time by giving written notice to your project lead or to prabhas@clixyweb.com. Upon cancellation:
- You remain responsible for payment of all work completed and hours committed up to the cancellation date, including any current milestone in progress.
- Any portion of a paid milestone that corresponds to work not yet started may be refunded at our discretion, less a reasonable allowance for planning and resource allocation already committed.
- Third-party costs already incurred on your behalf (see Section 7) are non-refundable.
5. Cancellation by Clixy
If Clixy needs to cancel or is unable to continue an engagement for reasons within our control — other than a breach of the SOW by the Client — we will refund any amount paid for work not yet delivered. Where cancellation results from circumstances outside our reasonable control (force majeure), we will work with you in good faith on a fair resolution, which may include a partial refund or a revised timeline.
6. Refund eligibility
Refunds are considered on a case-by-case basis and are generally limited to the portion of fees paid for work that has not yet been performed. We do not offer refunds for dissatisfaction with a direction that was reviewed and approved by the Client during the process, or for delays caused by late feedback, missing content, or scope changes on the Client’s side. If you believe a deliverable does not meet the agreed brief, please raise it during the relevant review round so we can address it as part of the engagement, rather than after final delivery.
7. Non-refundable items
- Third-party costs paid on your behalf, such as domain names, hosting, stock assets, fonts, plugins or software licenses.
- Work already completed, reviewed or approved at the time of cancellation.
- Time spent on discovery, strategy, research or planning, even if the engagement does not proceed further.
- Any deposit paid to secure a start date, once that date has passed and resources were allocated.
8. Retainers & ongoing work
Monthly retainer engagements can be cancelled with 30 days’ written notice before the next billing cycle. Fees already paid for the current billing period are non-refundable, as the retainer reserves dedicated team capacity for that period regardless of the volume of requests made.
9. How to request a refund or cancellation
Email prabhas@clixyweb.com with your project name and the reason for your request. We will review it against the applicable SOW and this policy, and confirm the outcome in writing.
10. Processing time
Approved refunds are processed within 14 business days to the original payment method where possible. Bank charges, currency conversion fees or payment processor fees incurred on the original payment are not refundable.
11. Changes to this policy
We may update this policy from time to time. The “Last updated” date at the top of this page reflects the most recent revision; the version in force at the time your SOW is signed governs that engagement, unless a materially different version is separately agreed.
12. Contact us
Questions about a payment, refund or cancellation? Email us at prabhas@clixyweb.com. Clixy is based in New Delhi, India.