Refund Policy

All projects require a non-refundable deposit prior to the commencement of any work. The deposit amount is specified in the Client Service Agreement or Project Proposal for each engagement.

The non-refundable nature of the deposit reflects the time and resources committed at the outset of each project, including discovery sessions, research, planning, design concepting, and resource allocation. The deposit is non-refundable regardless of the reason for cancellation.

2.1 Cancellation Before Work Begins

If the Client cancels after signing the Service Agreement and paying the deposit, but before the Company has begun any billable work:

• The deposit is forfeited and non-refundable

• No additional charges will be assessed

• All Client materials submitted will be returned

2.2 Cancellation After Work Has Commenced

If the Client cancels after work has begun, the following applies:

• The deposit is forfeited

• The Client is responsible for payment of all work completed up to the date of cancellation, calculated at the pro-rated rate of the total project fee

• An itemized invoice will be provided within 5 business days of cancellation

• Any balance owed beyond the deposit is due within 15 days of the final invoice

Completed deliverables for which full payment is received will be transferred to the Client; deliverables not fully paid for remain the property of the Company

2.3 Cancellation After Project Completion

Once a project has been fully delivered and approved by the Client, all payments are final. No refunds will be issued for completed work.

The Company reserves the right to cancel a project under the following circumstances:

• Non-payment or repeated late payment by the Client

• Consistent failure by the Client to provide required materials, feedback, or approvals, causing project delays exceeding 30 days

• Client requests that the Company engage in unlawful, unethical, or harmful activities

• A conflict of interest that the Company determines makes continuation of the engagement inappropriate

In the event of cancellation by the Company (unless due to Client breach), the Client will receive a pro-rated refund of fees paid beyond the deposit, proportional to work not yet completed.

4.1 Defective Deliverables

If the Company delivers work that materially fails to meet the specifications agreed upon in the Service Agreement and the Company is unable to remedy the deficiency within a reasonable time and within two additional revision cycles, the Client may request a partial refund. Refund amounts will be negotiated in good faith and limited to the value of the unmet deliverable, not the total project fee.

4.2 Duplicate Payments

If the Client is inadvertently charged more than once for the same service, the duplicate charge will be refunded in full within 10 business days of verification.

4.3 Services Not Rendered

If the Company fails to begin work within 30 days of the agreed start date (beyond the deposit period) without a mutually agreed delay, the Client may request a refund of payments made beyond the deposit.

The following are non-refundable under all circumstances:

• Initial deposit / retainer (all projects)

• Fees for completed and approved deliverables

• Rush fees or expedited processing fees

• Third-party costs paid on the Client's behalf (domain registration, stock images, plugins, hosting, etc.)

• Consultation and discovery session fees

• Fees for work completed and delivered, even if the Client decides not to use the deliverables

To request a refund, the Client must:

• Submit a written request to contact@nexgenoptimize.com with the subject line 'Refund Request — [Project Name]'

• Include the reason for the request and supporting documentation

• Submit the request within 30 days of the event giving rise to the refund claim

The Company will acknowledge receipt within 3 business days and provide a decision within 15 business days.

Approved refunds will be issued via the original payment method within 10 business days of approval.

The Company encourages Clients to contact us directly at the first sign of any payment or service concern. We are committed to resolving disputes fairly and promptly.

If a Client initiates a chargeback or payment dispute through their bank or payment processor without first contacting the Company, the Company reserves the right to:

• Suspend all services immediately pending resolution

• Recover all completed work until payment is resolved

• Pursue the full outstanding balance through collections or legal action

• Charge an administrative fee of $150 for processing unwarranted chargebacks

Initiating a chargeback for services rendered in accordance with the agreed scope constitutes a material breach of the Service Agreement.

8.1 Client-Initiated Pauses

If a Client needs to pause a project for personal or business reasons, the Company will accommodate a pause of up to 30 days at no additional charge. Projects paused beyond 30 days may be subject to a re-engagement fee of up to 15% of the remaining project balance to account for updated scoping, re-familiarization with the project, and resource reallocation.

8.2 Abandoned Projects

If the Client fails to respond to communications or provide required materials for 45 or more consecutive days without written notice of a pause, the project may be deemed abandoned. In such cases, all work completed to date is billable, all deposits are forfeited, and any remaining work on the original project will require a new agreement.

The Company reserves the right to update this Policy at any time. Changes will be posted at our website and communicated to active clients via email. The Policy in effect at the time a Service Agreement is signed governs that engagement.

Questions about this Policy should be directed to:

NexGen Optimize | nexgenoptimize.com

Email: contact@nexgenoptimize.com

Location: Erie, Pennsylvania

This policy does not constitute legal advice. Consult a licensed attorney for guidance specific to your business and jurisdiction.