Refund & Cancellation Policy

1. Cancellation by the Client

You may request to cancel a project or ongoing service at any time by contacting us in writing at hello@aerixaaisolutions.com. Cancellation requests should include your name, company and project reference where applicable.

We require written notice as set out in your agreed proposal or statement of work. Where no notice period is specified, we ask for reasonable written notice so we can wind down services and any recurring work in an orderly way.

2. Deposits

Where a deposit has been paid to secure a project slot or commence work, the deposit is generally non-refundable once work has begun, because it reserves our time and resources. If a project is cancelled before any work has commenced, we will review the deposit on a case-by-case basis and may refund all or part of it.

3. Work Already Completed

If a project is cancelled partway through, the Client remains responsible for payment for work already completed up to the cancellation date. This includes design, development, configuration or automation work that has been carried out in good faith. Where applicable, we will provide reasonable documentation of completed work.

4. Third-Party Costs

Third-party costs incurred on the Client's behalf — such as software subscriptions, advertising spend, platform fees or domain and hosting charges — are the Client's responsibility and are non-refundable by us, as these are paid to third parties outside our control.

5. Custom Development

Custom development work (including custom automations, integrations, websites and AI configurations) is built specifically for the Client. Because of its bespoke nature, completed custom development is non-refundable. We will, however, work with the Client to ensure any agreed deliverables are met to a reasonable standard.

6. Recurring and Subscription Services

For ongoing or recurring services (such as maintenance, support or managed automation), cancellation takes effect at the end of the current billing period following written notice, unless otherwise agreed. We do not refund the unused portion of a billing period that has already commenced, but no further charges will be made after cancellation takes effect.

7. Refund Eligibility

Refunds may be considered where: a project has not yet commenced and no significant work has been performed; a service has not been delivered as agreed due to our failure; or where required by applicable consumer protection law. Each request is reviewed on its individual circumstances.

8. Non-Refundable Circumstances

Refunds are generally not available where:

• Work has been completed and delivered as agreed.
• A project was cancelled after substantial work had commenced.
• Costs relate to third-party platforms, subscriptions or advertising spend.
• The cancellation results from a change in the Client's business direction or requirements.
• The Client failed to provide information or access necessary to deliver the Services.

9. How to Request a Cancellation or Refund

To request a cancellation or refund, email hello@aerixaaisolutions.com with your details and the reason for your request. We aim to respond within a reasonable timeframe, typically a few business days.

10. Dispute Handling

If you are unhappy with how a cancellation or refund has been handled, please contact us in the first instance so we can try to resolve the matter. If we cannot reach an agreement, disputes will be handled in accordance with the governing law set out in our Terms & Conditions.

11. Contact Us

For any questions about this policy, contact AERIXA AI SOLUTIONS LTD at Unit A1366, 4-6 Greatorex Street, London, E1 5NF, United Kingdom, by email at hello@aerixaaisolutions.com, or by phone at +44 7462 227940.