Refund Policy

SyxWeb is committed to providing high-quality services. This policy establishes the conditions under which clients may request refunds. All refunds are subject to review and approval according to the criteria established in this document. This policy applies to web development and application services, graphic design and branding, hosting and maintenance plans, consulting and professional services, and any other service offered by SyxWeb. The following services are not eligible for refund: services completed and delivered satisfactorily, registered domain names (non-recoverable costs), acquired third-party licenses, customized services already started after 7 days, and integration costs with external services.

For development services (new projects), clients have 7 business days from contract signing to cancel the project and receive a full refund, provided that development work has not begun, third-party resources have not been acquired, and the request is made in writing. For hosting services: monthly plans have a 7-day money-back guarantee from activation; annual plans have a 30-day guarantee. The refund covers only hosting services, not including registered domains, premium add-ons, or paid SSL certificates. Monthly maintenance plans can be cancelled before renewal without penalty. The current month is non-refundable once the service period has begun.

A 100% refund applies when the request is made within the specified guarantee period, no substantial work has been started on the project, no non-recoverable costs have been incurred, and the client provides formal written notification. A full refund also applies if SyxWeb cannot start the project within the agreed timeframe without justified cause, unilaterally cancels the contract without just cause, or fails to meet agreed fundamental specifications after 3 correction attempts. If we determine that the project is not technically feasible as originally specified and this was not anticipated in the initial proposal, we will proceed with a full refund of amounts paid.

If you request a refund before SyxWeb accepts your project brief, we refund 100 % of what you paid, with no administrative fee or deductions. If the project is already underway, the refund is proportional to the milestones you have not yet accepted: only the value of accepted milestones, according to the progress recorded in your client panel, and non-recoverable third-party costs paid on your behalf (for example, domains or licenses) are deducted. SyxWeb applies no administrative fees to any refund. Each request is reviewed case by case with the evidence recorded in the panel (milestones, deliveries and acceptances). The decision, the amount and the reason are recorded in your client panel.

No refunds will be granted for changes in client's business strategy, changes in design preferences unrelated to agreed specifications, decisions not to proceed with launch after completing the work, or expectations not specified in the original contract. No refund is available if the project does not progress due to client non-response for more than 30 days, failure to provide requested necessary materials, repeated rejection without justification of deliveries that meet specifications, or constant requirement changes outside the agreed scope. Once the project has been delivered according to specifications, formally approved by the client, put into production/launched, or the 30-day warranty period has ended, no refund requests will be processed.

To request a refund, the client must send a formal written request to [email protected], include invoice number and contract details, clearly explain the reason for the request, and provide supporting documentation if applicable. Our team will review the request within 5-7 business days. The evaluation will include verification of compliance with this policy, review of project history, consultation with the project team, and analysis of costs incurred. The client will receive a formal response that includes approval or denial of the refund, detailed justification of the decision, refund amount if applicable, and processing method and timeline.

Refunds are returned through the same payment method used whenever possible (Yape, Plin or bank transfer to the account you indicate); no cash refunds are made. Once the request is approved, the refund is executed within at most 10 business days; crediting time may vary depending on the financial institution. SyxWeb absorbs payment-method fees: no processing fees or administrative fees are deducted from the amount to be refunded.

Before considering a refund, we commit to working in good faith to resolve any issues, performing up to 3 rounds of revisions at no additional cost, assigning additional resources if necessary, and seeking alternative solutions that satisfy the client. If there is disagreement about refund eligibility, we will attempt to resolve through direct negotiation and may agree to impartial third-party mediation. If you are not satisfied with the initial decision on your refund, you can request review by senior management within 15 days of the original decision.

We may consider refunds outside this policy in exceptional circumstances such as serious medical emergencies of the client, natural disasters affecting the client's business, or legislative changes that make the project unfeasible. Each case will be evaluated individually. As an alternative to monetary refund, we offer the option of account credit with a 10% bonus on the refund amount, 12-month validity, and flexible use on any SyxWeb service. This policy may be modified with 30 days' notice. Modifications will not affect already signed contracts, which will be governed by the policy in effect at the time of signing.