Refund & Cancellation Policy

1. Purpose and Application

This Refund & Cancellation Policy describes the general principles Phics USA applies to cancellations, refunds, rescheduling, billing questions, and payment concerns relating to professional digital projects.

A proposal, quotation, invoice, service agreement, statement of work, order summary, email confirmation, or other written project documentation accepted by the customer (collectively, “Project Documents”) may contain terms specific to a project. Those terms should be read together with this policy.

2. Services Covered

This policy may apply to projects within the following Phics USA service areas:

• Website & Digital Solutions
• Business Software Solutions
• Digital Marketing & Growth

These services may involve customized planning, reserved time, research, implementation, configuration, content, reporting, revisions, platform work, deliverables, and approved third-party costs.

3. General Refund Principles

Refund eligibility is determined from the applicable Project Documents, the reason and timing of the request, cleared payments received, work completed, time and capacity reasonably committed, deliverables provided, approved milestones, third-party costs, and applicable law.

A payment is not automatically refundable solely because a customer changes their mind, decides not to use completed or available work, delays the project, or no longer wishes to continue. However, nothing in this policy excludes a refund, correction, cancellation right, or other remedy that must be provided under applicable law.

4. Cancellation Before Work Begins

If Phics USA receives a written cancellation request before meaningful project work begins, the customer may be eligible for a full or partial refund. Any deduction must be supported by the applicable Project Documents, the actual project circumstances, and applicable law.

A deduction may include an expressly disclosed non-refundable deposit, completed onboarding or preparation, reserved capacity where stated in the Project Documents, approved third-party expenses, or other amounts already earned or irreversibly committed. Payment-processing fees will be deducted only where disclosed, actually non-recoverable, and permitted by applicable law and payment-network rules.

5. Cancellation After Work Begins

If cancellation is requested after work begins, Phics USA may retain or invoice amounts reasonably attributable to completed work, time spent, approved milestones, deliverables prepared, revisions performed, reserved capacity, non-recoverable third-party costs, and other approved commitments made before cancellation.

Any unearned balance eligible for refund will be determined after the project status and relevant records have been reviewed. Where practical, Phics USA may provide a summary of completed work and the calculation used.

6. Work Already Completed or Delivered

Fees attributable to work already completed, delivered, deployed, transferred, demonstrated, approved, or made available under the Project Documents are generally non-refundable, except where the parties agree otherwise or applicable law requires a remedy.

This may include project review, planning, research, meetings, communication, content preparation, website or software work, campaign preparation, reports, documentation, revisions, and completed milestones.

7. Deposits and Milestone Payments

A deposit is non-refundable only when the applicable Project Documents clearly identify it as non-refundable and that treatment is permitted by applicable law. Otherwise, refund eligibility depends on the portion earned through work performed, capacity reasonably reserved, and approved costs incurred.

A completed or approved milestone is generally treated as earned. An incomplete milestone may be reviewed according to the work actually performed and the milestone terms confirmed in writing.

8. Customized Services and Digital Deliverables

Customer-specific planning, website work, software implementation, configuration, marketing preparation, research, reports, recommendations, content, designs, documentation, and other customized deliverables may become wholly or partially non-refundable as work is performed or the deliverable is supplied.

If a refundable cancellation is approved, the customer may not use unpaid drafts, concepts, files, configurations, research, or deliverables unless Phics USA provides written permission or the Project Documents state otherwise.

9. Third-Party Costs and Advertising Spend

Third-party costs may include domains, hosting, software subscriptions, platform fees, licensed assets, advertising spend, external services, taxes, and other customer-approved expenses.

These costs are generally non-refundable after they have been incurred, committed, consumed, or paid, unless the provider separately authorizes a refund. Phics USA does not control third-party refund rules, account decisions, or processing times. Any third-party refund actually received for the customer will be handled according to the applicable Project Documents and law.

10. Recurring and Ongoing Services

Ongoing website management, software services, marketing coordination, reporting, content work, or other continuing services require written terms identifying the recurring charge, billing schedule, service period, renewal or continuation terms, and cancellation method.

A cancellation takes effect according to those written terms. Unless a different rule applies, cancellation stops future service periods and does not automatically refund a current or completed period. Requests received after a renewal or recurring charge will be reviewed under the applicable terms and law.

11. Rescheduling and Customer Delays

A customer may request rescheduling in writing. Approval depends on the project status, delivery calendar, dependencies, notice provided, and available capacity. Rescheduling may change estimated delivery dates.

Material or prolonged customer delays may cause the project to be paused or moved to a later delivery window. Additional fees may apply only where supported by the Project Documents or separately approved, such as when remobilization or repeated preparation is reasonably required.

12. Billing Errors and Unauthorized Charges

If you believe there is a duplicate charge, incorrect invoice, unauthorized payment, incorrect amount, or other billing error, contact Phics USA promptly at billing@phicsusa.com with the relevant invoice or payment reference.

Phics USA will review available records and take appropriate corrective action when an error is confirmed. Do not send full payment-card numbers, bank login details, passwords, or other sensitive financial credentials by email or through a general website form.

13. How to Submit a Request

Refund, cancellation, rescheduling, or billing-review requests should be submitted in writing to billing@phicsusa.com. Please include, where applicable:

• Your name and business name
• The email address associated with the project
• The invoice number or payment reference
• The project or service involved
• The type, date, and reason for the request
• Relevant communications or supporting information

A request may remain incomplete until Phics USA has enough information to identify the project and payment and evaluate the circumstances.

14. Review and Refund Processing

Phics USA aims to acknowledge a complete request within five business days, but this is a service target rather than a guaranteed response time. Additional information may be requested before a decision is made.

If a refund is approved, Phics USA will generally initiate it within ten business days after approval, using the original payment method where reasonably possible. A different lawful method may be used when the original method is unavailable or the payment provider requires it.

After initiation, posting time depends on the payment processor, bank, card network, currency, payment method, and financial institution. These external processing times are outside the direct control of Phics USA.

15. Disputes and Payment Reversals

Customers are encouraged to contact Phics USA promptly so that billing concerns can be reviewed using the invoice, payment, communication, and delivery records. Nothing in this policy limits any lawful right to dispute a charge with a payment provider or pursue another remedy.

Phics USA may respond to a payment dispute by providing relevant records to the payment processor, bank, card network, insurer, adviser, or other party involved in reviewing the dispute, subject to the Privacy Policy and applicable law.

16. No Automatic Approval

Submitting a refund, cancellation, rescheduling, or billing request does not guarantee approval. Each complete request is evaluated according to the applicable Project Documents, payment status, timing, work performed, deliverables, third-party costs, relevant communications, and applicable law.

17. Related Terms and Priority

This policy should be read with the Terms of Service, Service Delivery Policy, and Privacy Policy.

If terms conflict, a signed service agreement or statement of work controls first, followed by the applicable proposal or order summary, invoice-specific terms, these website policies, and general website descriptions, unless applicable law requires otherwise.

18. Updates to This Policy

Phics USA may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated revision date. Changes do not retroactively alter Project Documents already accepted unless the parties agree otherwise or applicable law requires it.

19. Contact Us

For refund, cancellation, rescheduling, or billing-related questions, contact Phics USA at:

billing@phicsusa.com