Information for Clients
Hi and welcome to CodeOxy Cancellation/Refund Rules. The products/service that we sell are digital goods and hence cannot be "returned", so your entitlement to a refund is designed with this in mind.
Before you ask for a refund
If you have already received the product/service or the “Source Code” from us and you are experiencing a technical issue with the item we recommend you to contact us and seek assistance. Often, we will be able to help to troubleshoot your problem.
Refund Contact Reasons and Eligibility Criteria:
|Contact Reason||Refund Eligibility||Visual Aid|
|Product is "not as described" ||"No", if the issue can be fixed or "Yes", if the issue can't be fixed|
|Product has an issue or security vulnerability||"No", if the vulnerability can be fixed or "Yes", if the vulnerability can't be fixed|
|Product support was promised but not provided||Eligible, if support was promised in the contract but not provided|
|Product doesn’t work the way I want||Final product was delivered after you tested and hence, you don’t qualify for a refund|
|I modified the product source code but it no longer works as before||Once you modify the source code, you are no longer eligible for refunds of any nature.|
|My business was not launched and I no longer need the product||You don’t qualify for a refund|
|I simply changed my mind and no longer want to use the product||You don’t qualify for a refund|
|Product did not meet my expectations or I feel it is of low quality||You don’t qualify for a refund|
|My staff are unable to use the delivered product||You don’t qualify for a refund|
|I want a new feature to be integrated but you said it cannot be added to the already finished/delivered product, hence, I need a refund||You don’t qualify for a refund|
Asking for refunds via the Contact form
We understand, however, that sometimes we may not be able to solve your issue or there may be circumstances in which a refund is warranted. Below are the circumstances in which you can expect a refund:
- Item is "not as described" or the item doesn’t work the way it should
- Item has a security vulnerability
- Item support was promised but not provided
Item is "not as described" or the item doesn’t work the way it should.
If an item doesn’t work the way it should then we will promptly fix the issue by updating the item. An item is "not as described" if it is materially different from the preview provided prior to delivery. If the issue can’t be fixed or it turns out that the item is “not as described” then you would be entitled to a complete refund from us.
Item has a security vulnerability
If an item contains a security vulnerability and can't easily be fixed you would be entitled to a refund from us. If the problem can be fixed, then we will promptly update the item at no additional cost. If the item contains a security vulnerability that is not patched within the promised time-frame then we would provide a full refund.
Item support was promised but not provided
If support was agreed at the time of signing contract, you are currently entitled, and if you are not provided that support in accordance with the item support policy we will provide you a refund. Any refund issued by CodeOxy is entirely discretionary and we will make a decision based on all available information and you agree that our decision is final. However, please note that,
CodeOxy is not obliged to give policy refunds in any of the situations listed below.
- You don't want it after you've used the delivered product for more than 30 days
- The item did not meet your expectations or you feel the item is of low quality
- You simply changed your mind and no longer want to use it
- You requested for a new feature and just because we cannot add it to the already finished/delivered product, you don’t need the complete product
- You do not have sufficient expertise to use the item
What happens after I have requested a refund?
Once you've submitted a refund request, we will review it and may contact you for more information, or try and resolve your issue.
If your request was approved, we’ll let you know. Your request will then be sent to our support team to be processed. The way your refund is processed depends upon your original payment method. If you have paid using credit or debit cards refund will be sent to the card-issuing bank within three days of request for refund. Remember, once your refund has been processed, your right to use our product is revoked.
If we decline your request, we'll let you know the same. If you disagree with the decision, you have to provide us concrete proof to validate your claims.
How long will it take for my refund request to be processed?
If your refund request has been received, verified and approved, you will receive a confirmation email and it is sent to our Support Team for processing. This usually takes three to five business days.
Version 2.3 - Effective: 28 April 2021