Refund Policy

This policy applies to our fixed-tier packages and digital products. It is a summary for transparency, not legal advice; the refund terms in your signed proposal govern your specific engagement and, where they differ, take precedence.

1. Our approach

Our pricing is fixed and published, with no per-client negotiation — Foundation ($3,500), Managed Launch ($8,500), and Full Build & Hold ($18,000), plus the self-led Ecommerce Launchpad ($300–$600). Because of that, we keep our refund terms equally clear. The guiding principle is simple: you pay for work, and once work has been done, that portion is earned and not refundable.

2. Deposits

Every done-for-you engagement starts with a deposit that reserves your slot in our schedule and funds the first phase of work (discovery, research, and planning). This deposit is non-refundable, because we begin that work immediately and turn away other projects to hold your place.

3. Done-for-you packages

Our packages are billed against milestones. Whether any portion of a payment can be returned depends entirely on how far the work has progressed:

• Before work begins on a milestone — if you cancel a future, not-yet-started phase, the fees for that specific phase (beyond your non-refundable deposit) can be refunded.
• Once work on a milestone has begun — that milestone is considered in progress. Fees for work already performed, plus committed third-party costs, are not refundable.
• On completed milestones — delivered work (for example a completed store build, brand kit, or launched campaign) is fully earned and non-refundable.

If you cancel mid-project, we’ll provide a summary of work completed and hand over the finished deliverables for paid-up phases.

4. What is refundable

• Fees paid in advance for a future phase that has not yet started, less your non-refundable deposit and any third-party costs already committed on your behalf.
• Duplicate or accidental overpayments.
• Amounts we are unable to deliver against due to a fault entirely on our side, where no equivalent work has been provided.

5. What is not refundable

• Deposits, as described above.
• Work already performed on an in-progress or completed milestone — design, development, sourcing, creative, and strategy time.
• Third-party and platform costs we’ve paid on your behalf (ad spend, themes, plugins, samples, shipping, subscriptions, domain or hosting fees).
• Fees where a project is delayed or stalled because required feedback, assets, or access were not provided by you.
• Outcomes-based dissatisfaction — we do not guarantee specific sales, revenue, traffic, or ad results, so refunds are not issued on that basis.

6. Monthly management fees

Optional monthly management is billed in advance for each service period. You can cancel future months with reasonable notice as set out in your agreement, but the current period’s fee is non-refundable once that period has started and management work is underway.

7. Ecommerce Launchpad

The Ecommerce Launchpad is a digital product (course and toolkit) delivered with immediate access. Because the materials are downloadable and consumed instantly, Launchpad purchases are non-refundable once access has been granted. If you experience a technical problem accessing the content, contact us and we’ll fix it.

8. Chargebacks

If you believe a charge is incorrect, please contact us first — we resolve billing issues quickly. Initiating a chargeback or payment dispute without contacting us may result in suspension of work and access to deliverables while the dispute is investigated. We keep clear records of work performed through our Perfex CRM client portal to support a fair resolution.

9. How to request a refund

Email hello@netdrix.com with the subject line “Refund request”, your project name, and the reason for the request. We’ll review the status of your project, confirm what (if anything) is eligible under this policy, and process approved refunds to your original payment method, typically within 10 business days.

10. Contact

Not sure where your project stands or what you’re entitled to? Ask us before you book or before you cancel — email hello@netdrix.com or use our contact page, and we’ll walk you through it honestly.