Refund Policy

At CreativeAxis, we aim to deliver quality digital services and maintain clear communication throughout every project. Please read this policy before making a payment or confirming a service order.

1. Scope of This Policy

This policy applies to services purchased from CreativeAxis, including:

• Website design and development.
• E-commerce website development.
• Website maintenance and technical support.
• Graphic design and branding.
• Video editing and creative production.
• Digital marketing and content creation.
• Social media management.
• Other digital services agreed to in writing.

If a proposal, quotation, service agreement, or written order contains specific cancellation or refund terms, those terms should be read together with this policy. Applicable law takes precedence where required.

2. Before Making a Payment

Customers should review the service description, deliverables, pricing, estimated timeline, revision allowance, and payment milestones before confirming an order.

If any part of a proposal or invoice is unclear, please contact us before paying. We encourage customers to retain their quotation, invoice, payment confirmation, and relevant project communications.

3. Deposits and Project Payments

Some projects require an initial deposit or advance payment before work begins. Other projects may use milestone-based payments or recurring service fees.

• Payments will be applied to the service or milestone stated in the relevant quotation, invoice, or agreement.
• Work may begin once the agreed payment and required project information have been received.
• Where work has already been performed, the value of completed work and committed project costs may be considered when assessing a refund, subject to applicable law and the agreement.
• A deposit will not automatically be treated as non-refundable unless that condition has been clearly agreed in advance and is lawful.

4. Website Design and Development

Website projects may involve planning, design, coding, configuration, testing, content entry, integrations, and revisions. Refund assessments for these services may consider the stage reached when a cancellation or complaint is received.

Before work begins

If a customer cancels before meaningful project work has begun, we will review the payment, any agreed cancellation terms, and any costs already incurred to determine whether a full or partial refund is appropriate.

After work has started

If design, development, or other project work has commenced, any eligible refund may take account of the work completed and reasonable costs already committed, where permitted by law.

After delivery or approval

Once deliverables have been supplied or approved, a refund is not automatic merely because a customer changes their mind. We will still consider substantiated concerns about incomplete or non-conforming work under the agreed scope and applicable law.

5. Graphic Design, Video, and Digital Services

Creative and digital services can involve research, concepts, editing, production, content preparation, and other work that may not be recoverable once performed.

Where a customer cancels after work has begun, we may assess the amount of work completed, any delivered files, and costs incurred. The outcome will depend on the specific order, agreed terms, and applicable law.

If the deliverables materially differ from the agreed scope, please contact us with a description of the issue and any relevant supporting information so that we can investigate.

6. Recurring Services and Maintenance

Recurring services may include website maintenance, social media management, ongoing content creation, or digital marketing. The billing cycle, service period, cancellation deadline, and renewal arrangements should be specified in the applicable agreement or invoice.

• Customers who wish to cancel recurring services should submit their request through the agreed communication channel.
• Cancellation generally applies to future service periods, subject to the agreed notice terms and applicable law.
• Fees for service periods already delivered are not automatically refundable.
• Any refund for an unused period will be assessed according to the agreement, the circumstances, and applicable law.

Please do not assume that cancelling a payment method also cancels the underlying service agreement.

7. Cancellations

To request cancellation, contact CreativeAxis and provide sufficient information for us to identify your order. Include your name or business name, invoice or order reference, service purchased, and the reason for cancellation.

We will review the request and confirm the next steps. Depending on the project, cancellation may involve stopping further work, identifying completed deliverables, calculating any applicable outstanding amount, and discussing the return or handover of project materials.

8. Delays, Defects, and Service Concerns

If you believe a service is incomplete, defective, or materially inconsistent with the agreed scope, please notify us as soon as reasonably possible.

Where appropriate, we may investigate the issue and propose a correction, completion of outstanding work, an alternative resolution, or a refund where warranted. Any remedy will depend on the facts, the applicable agreement, and your legal rights.

Delays caused by missing customer content, delayed approvals, third-party providers, or circumstances outside our reasonable control will be assessed in context. This does not exclude any responsibility that the law requires us to accept.

9. Third-Party Costs

A project may involve third-party costs, such as domain registration, hosting, premium themes, plugins, software subscriptions, stock assets, payment processing, or external service providers.

Where such costs have been incurred or paid to an external provider, their refundability may depend on that provider's terms. We will explain any relevant third-party costs that affect a refund assessment.

We will not treat a third-party cost as automatically non-refundable without considering the applicable provider terms, the circumstances, and any rights provided by law.

10. How to Request a Refund

Submit your request through our Contact page: creativeaxis.co.ke/contact/. Include the following information:

1. Your name and contact details.
2. Your invoice, order, or payment reference.
3. The service you purchased and the date of payment.
4. The reason for your request.
5. Relevant documents, screenshots, or project communications, if applicable.

We will acknowledge and review the request within a reasonable period. If further information is needed, we may contact you before reaching a decision.

11. Refund Approval and Processing

If a refund is approved, we will confirm the approved amount and intended payment method. Where practicable and permitted, refunds will be returned through the original payment method.

The time it takes for funds to appear may depend on the payment provider, bank, or other financial institution. We will provide an update if additional information is needed to process the refund.

Any deductions must be supported by the applicable agreement, actual costs or work appropriately chargeable, and applicable law.

12. Payment Errors and Duplicate Payments

If you believe you have been charged twice or have paid an incorrect amount, please contact us with the relevant payment references and supporting evidence. We will investigate and, where an error is confirmed, arrange an appropriate correction or refund.

13. Your Legal Rights

Nothing in this policy is intended to exclude, limit, or replace consumer rights or other legal protections that cannot lawfully be excluded or limited. If applicable law gives you a right to a refund, cancellation, repair, replacement, or another remedy, this policy will be applied consistently with that law.

14. Changes to This Policy

CreativeAxis may update this policy when our services, operational procedures, or legal obligations change. The revised version will be published on this page with an updated date. Changes will not override rights that have already accrued under applicable law or an existing agreement.

15. Contact CreativeAxis

For questions about a payment, cancellation, or refund request, please contact us through our official website.