Legal

Service Cancellation and Refund Policy

Last Updated: June 1, 2026

This Service Cancellation and Refund Policy describes how Jexorium Network ("Jexorium Network," "the Company," "we," "us," or "our") handles cancellations, refunds, and fee disputes for its professional consulting services. Because our services are intellectual work performed by senior consultants — analysis, design, modeling, software development, and audit — rather than physical goods, refunds are governed by the stage of work completed rather than by return of a product. This policy applies together with our Terms and Conditions and the Statement of Work executed for each engagement. Where a Statement of Work sets out different cancellation or refund terms, the Statement of Work controls for that engagement.

1. Deposits and Retainers

Most engagements begin with an initial deposit, typically between twenty-five (25) and fifty (50) percent of the estimated engagement fee, which reserves consultant capacity and funds the discovery phase. If you cancel in writing before we have commenced any work and more than ten (10) business days before the scheduled start date, the deposit is refundable in full. If you cancel within ten (10) business days of the scheduled start date but before work has commenced, we retain fifteen (15) percent of the deposit as a scheduling and preparation charge and refund the remainder. Once work has commenced, deposits are applied against work performed as described below. Ongoing advisory retainers may be cancelled effective at the end of the current billing period with at least fifteen (15) days' written notice; retainer fees already paid for the current period are not refundable, and no further periods will be charged.

2. Cancellation of an Engagement in Progress

You may cancel an engagement for convenience at any time by written notice. Upon cancellation, we will stop work in an orderly manner and issue a closing statement within ten (10) business days. The closing statement will account for: (a) fees for all work performed through the effective date of cancellation, calculated against the milestones in the Statement of Work or, where milestones do not cleanly apply, at our standard hourly rates recorded in our time records; (b) any non-cancellable third-party costs already incurred on your behalf and documented to you; and (c) all amounts you have prepaid. If prepaid amounts exceed (a) plus (b), we refund the difference. If they fall short, we invoice the balance. Completed and delivered phases, milestones, and deliverables are non-refundable.

3. Fixed-Fee Studies and Audits

For fixed-fee capacity studies and architectural security audits, the following schedule applies unless the Statement of Work states otherwise: cancellation before the discovery phase begins is refunded per Section 1; cancellation during the discovery phase entitles you to a refund of prepaid amounts less thirty (30) percent of the fixed fee; cancellation after the discovery phase but before delivery of the draft report entitles you to a refund of prepaid amounts less seventy (70) percent of the fixed fee; and no refund is available after the draft report has been delivered, as the substantial value of the engagement has at that point been transferred.

4. Custom Software Development

Software builds are invoiced against milestones defined in the Statement of Work. Each milestone is subject to the acceptance procedure defined in the applicable Statement of Work. Fees for accepted milestones are non-refundable. If you cancel a build mid-milestone, the current milestone is charged pro rata for work performed, and all source code and documentation produced through the cancellation date is delivered to you upon settlement of the closing statement.

5. Quality Concerns and Re-Performance

If you believe a deliverable does not conform to the specifications in the Statement of Work, notify us in writing within ten (10) business days of delivery, describing the non-conformity in reasonable detail. Our first remedy is correction: we will re-perform the non-conforming portion of the services at no additional charge within a commercially reasonable period. If we are unable to correct a material non-conformity after two attempts, you are entitled to a refund of the fees attributable to the non-conforming deliverable. This remedy structure reflects the professional nature of the services and is your exclusive remedy for defective deliverables, without limiting any rights that cannot be excluded under applicable law.

6. What Refunds Do Not Cover

Refunds are not available for: dissatisfaction with recommendations that were delivered as specified, including recommendations you elect not to implement; changes in your business circumstances, budget, personnel, or priorities; delays or outcomes caused by inaccurate or incomplete information provided to us, or by failure to provide access, data, or review feedback within agreed windows; third-party hardware, software licenses, or services purchased by you on our recommendation, which are governed by the third party's own terms; and work products already accepted under the acceptance procedure in the Statement of Work.

7. How to Request a Refund

Send a written refund request to the email address at the end of this policy from the billing contact on file, including the engagement reference, the invoice numbers concerned, and the grounds for the request. We acknowledge refund requests within three (3) business days and issue a substantive decision within ten (10) business days. Where more investigation is needed — for example, review of time records or deliverable history — we will tell you and complete the review within a further ten (10) business days.

8. Method and Timing of Refunds

Approved refunds are issued to the original payment method whenever possible. Where the original method is unavailable, we will issue payment by check or bank transfer to the paying entity. Refunds are processed within ten (10) business days of approval; depending on your bank or card issuer, the amount may take an additional five (5) to ten (10) business days to appear on your statement. Refunds are made in United States dollars; we are not responsible for exchange-rate differences or intermediary bank charges.

9. Disputed Charges and Chargebacks

If you believe an invoice or charge is incorrect, contact us before initiating a chargeback with your card issuer or bank. Most billing questions are resolved within days once the underlying records are reviewed together. If a chargeback is initiated for fees that correspond to work performed and documented, we will contest it with our engagement records, and we may suspend ongoing services until the dispute is resolved.

10. Changes to This Policy

We may update this Service Cancellation and Refund Policy from time to time. The version in effect on the date a Statement of Work is executed applies to that engagement. The "Last Updated" date at the top of this page indicates the most recent revision.