Scope
This policy applies to Aurnex consulting, implementation, migration, integration, customisation, training and support orders. A proposal, statement of work, order, support plan or signed agreement prevails where it contains service-specific terms.
Confirmed orders are non-refundable
Once an order is placed or accepted, capacity may be reserved and planning, discovery, procurement or delivery may begin. Except where a signed document or mandatory law provides otherwise, confirmed orders and payments are non-refundable.
Changed priorities, delayed client dependencies or non-use of purchased services do not by themselves create a refund right.
Project cancellation
An authorised contact must submit cancellation or termination in writing and follow any contractual notice period. The client remains responsible for completed and in-progress work, committed resources, approved expenses, taxes and non-cancellable third-party charges.
Completed deliverables and reasonable transition information will be provided after settlement of outstanding amounts, subject to the agreement.
Rescheduling
Request rescheduling as early as possible. Sessions cancelled or repeatedly postponed with insufficient notice may be treated as delivered or incur charges where specialist capacity was reserved. A new date depends on availability and may affect the timeline.
Support hours
Unless a support plan states otherwise, prepaid support hours are non-refundable, non-transferable, used in the stated billing increment, valid for the stated period and expire if unused. Investigation time may be chargeable even where the cause is a provider product or client configuration.
Third-party charges
Zoho subscriptions, domains, messaging credits, gateways and other provider products follow the provider’s cancellation and refund terms. Amounts are refundable only to the extent the provider accepts cancellation and returns the corresponding amount. Aurnex cannot guarantee a provider credit or reversal.
Service concerns
Report a material difference from agreed scope promptly with enough detail for review. Where appropriate, we may correct affected work or provide another contractual remedy. This process does not create a general refund right or limit non-excludable statutory remedies.
Submit a request
Send requests to the project contact and copy connect@aurnex.tech. Include the client name, proposal or invoice reference, service, requested date and reason. A request is effective only when acknowledged by an authorised Aurnex representative.