Refund & Cancellation Policy
Last updated: 1 September 2026
1. Our commitment
Brainexis Tech Limited works in transparent milestones so that you never pay for work you have not seen and approved. This policy explains how cancellations, refunds and disputes are handled for our development, design and marketing services. It forms part of our Terms & Conditions and is governed by the laws of the Hong Kong Special Administrative Region.
2. How billing works
- Projects are divided into milestones, each with a defined scope and deliverable.
- An initial deposit of typically 30% to 50% is payable before work begins. It reserves your slot in our production schedule and covers discovery, planning and resource allocation.
- Each later milestone is invoiced only after you have reviewed and approved the previous one.
- Retainers are billed monthly in advance and renew automatically until cancelled.
- All amounts are in USD. See our Terms & Conditions for pricing and tax details.
3. Cancelling a project
You may cancel a project or retainer at any time by written notice to info@brainexistech.com. The following applies:
| When you cancel | What happens |
|---|---|
| Before work begins | The deposit is refunded in full, less any third-party costs already incurred on your behalf (domains, licences, stock assets and similar). |
| After work begins | You are billed for completed milestones and, pro-rata, for work in progress on the current milestone. Any remaining balance from payments already made is refunded to you. |
| Retainer services | Cancel at any time before the next billing date. The current month is non-refundable once work for that month has started. No further charges are taken after cancellation. |
| After final delivery | Completed and accepted work is not refundable. Defects are handled under the 30-day hypercare period in our Terms. |
All completed and paid-for deliverables remain yours after cancellation.
4. When we grant a refund
- The project has not started and no resources have been allocated — full refund.
- We fail to deliver an agreed milestone as specified and cannot remedy it within a reasonable cure period after written notice — refund of that milestone.
- A duplicate or accidental payment — refunded in full, without question.
- A project is delayed by more than 30 days solely because of us — you may cancel and receive a pro-rata refund of the unfinished portion.
- An unauthorised transaction is confirmed on investigation — refunded in full.
5. What is not refundable
- Milestones you have reviewed and approved, or that were deemed accepted under our Terms.
- Third-party expenses purchased for your project: domains, hosting, plugins, themes, licences, app-store fees, advertising spend and stock assets.
- Delay or non-delivery caused by missing content, feedback, credentials or approvals from your side after repeated written requests.
- Change of mind after delivery, or requests outside the originally agreed scope.
- Business outcomes, including rankings, traffic, sales, downloads or return on advertising spend, which we do not guarantee.
- Discounted or promotional packages, unless we fail to deliver.
- Bank charges, card scheme fees or currency conversion losses applied by your own provider.
6. How to request a refund
Email info@brainexistech.com with your project name, invoice number, payment date and the reason for the request.
- We acknowledge every request within 2 business days.
- We reach a decision and communicate it within 5 to 7 business days.
- Approved refunds are issued to the original payment method only. We cannot refund to a different card, account or person.
- Once issued, your bank or card issuer may take a further 5 to 10 business days to post the funds.
- Refunds are issued in the original currency of the transaction. Exchange rate movements between payment and refund are outside our control.
7. Chargebacks
If you are unhappy with a deliverable, please tell us first. Most issues are resolved with a revision round at no cost. We ask you to give us the opportunity to put things right before contacting your card issuer. Where a chargeback is raised on work that was legitimately delivered and accepted, we will respond with the signed Proposal, delivery records and approval history, and we may suspend ongoing Services and recover the disputed amount and associated costs.