Cancellation & Refund Policy

Our Cancellation and Refund Guidelines

At Facyrae, operated by Facyra, Inc., we provide professional digital services in areas including Development & IT, Digital Marketing, Logo Design, Video & Audio, and Writing & Translation.

Because our services may involve customized creative work, technical development, website implementation, research, content production, editing, consultation, digital media production, translation, or other project-specific work, cancellation and refund eligibility may vary depending on the service purchased, the status of the project, the work already performed, and the circumstances of the request.

This policy explains the general process we use when reviewing cancellation, revision, and refund requests.

1. Cancellation Before Work Starts

Customers may request cancellation by contacting our customer support team as soon as possible.

If a cancellation request is received before work on the purchased service has begun, the order may be eligible for a full refund, subject to any applicable terms of the service and applicable law.

If work has already commenced, the cancellation request will be reviewed based on factors such as:

  • The current project status

  • Work already completed

  • Time and resources already committed

  • Whether customized work has been produced

  • Whether third-party costs have been incurred

  • The applicable service description and project terms

Where only part of the purchased service has been completed, any eligible refund may be adjusted to account for work already performed.

2. Service Issues Following Delivery

If you believe that a completed service or deliverable materially differs from the applicable service description, agreed project scope, or requirements confirmed for your project, please contact us within 7 days of the delivery of the applicable service or project milestone.

Please provide enough information for us to understand the issue, including the relevant order or project information and, where appropriate, examples of how the delivered work differs from the agreed requirements.

Depending on the circumstances, a suitable resolution may include:

  • Revisions within the original project scope

  • Correction of an identified issue

  • Additional technical assistance where appropriate

  • A partial refund

  • A full refund where appropriate

Where an issue can reasonably be corrected within the original scope, we may first provide corrective work or an eligible revision before considering a refund.

3. When a Refund May Be Considered

A full or partial refund may be considered in circumstances including:

  • The purchased service cannot reasonably be provided due to circumstances within our reasonable control.

  • The completed work materially differs from the applicable service description or agreed project scope and the difference cannot reasonably be corrected.

  • A significant issue attributable to Facyrae remains unresolved after reasonable efforts have been made to correct it.

  • The same order or service has been charged more than once and the duplicate payment is confirmed.

  • A technical, administrative, or operational error attributable to us prevents the purchased service from being properly completed or delivered.

  • Both parties agree to cancel a project before it has been substantially completed.

  • A refund is otherwise required under applicable law.

  • Another circumstance exists that reasonably supports a refund under the applicable service terms.

Refund eligibility and the amount of any approved refund are determined according to the circumstances of the particular order, the service purchased, the work already completed, and any applicable contractual or legal requirements.

4. Circumstances Where a Refund May Not Be Available

Subject to rights that cannot legally be excluded or restricted, a refund may not be available in circumstances including:

  • The service has been completed and delivered substantially in accordance with the agreed requirements.

  • The customer changes their mind after customized work has already begun.

  • The customer requests a substantially different creative direction after the work has been completed according to previously provided or approved requirements.

  • The customer requests additional features, concepts, pages, functionality, content, research, revisions, or deliverables outside the original scope.

  • The customer has not provided required information, content, files, approvals, feedback, instructions, or access necessary to complete the project.

  • Project delays are primarily caused by missing customer materials, access, feedback, approvals, or other customer dependencies.

  • The customer approves final deliverables and later requests changes that fall outside the agreed scope.

  • The customer has already used, published, implemented, distributed, or otherwise materially benefited from completed deliverables and the service was provided according to the agreed requirements.

  • The issue results solely from a third-party platform, hosting provider, plugin, API, advertising platform, software provider, cloud service, or other external technology outside our reasonable control, unless responsibility for that issue was expressly included in the purchased service.

  • The refund request concerns work or deliverables that were not included in the purchased service.

  • The customer requests additional work after the original service has been completed without identifying an issue with the agreed deliverables.

Nothing in this policy is intended to exclude, waive, or restrict any consumer protection right or other statutory right that cannot lawfully be excluded or restricted under applicable law.

5. Revisions and Scope Changes

Where revisions are included with a service, customers may request revisions within the limits and conditions specified in the applicable service description, package, quotation, or agreed project scope.

Revisions are intended to refine or correct work while remaining within the originally agreed requirements.

A request that substantially changes the original direction or expands the scope of the project may be treated as additional work.

Examples may include:

  • Requesting entirely new design concepts

  • Substantially redesigning an approved concept

  • Adding website pages that were not included

  • Requesting new website functionality

  • Adding additional animation or video work

  • Requesting additional written content

  • Expanding the original research requirements

  • Adding new marketing activities

  • Requesting additional translation or language versions

  • Adding deliverables that were not included in the purchased service

  • Changing the project requirements after work has been substantially completed

Where additional work is requested, any applicable additional fee or adjustment to the estimated completion timeframe will be communicated before the additional paid work proceeds.

6. Delays Caused by Customer Dependencies

Certain digital services require customers to provide information, files, content, approvals, access credentials, technical information, feedback, or other materials before work can proceed.

If required information or customer responses are delayed, the estimated completion timeframe may also be extended.

We may contact the customer when information or action is required to continue a project.

A delay caused by missing customer information, access, materials, feedback, or approval does not automatically make an otherwise properly performed service eligible for cancellation or refund.

Customers are encouraged to provide requested materials and feedback as promptly as reasonably possible to help maintain the expected project schedule.

7. Refund Processing

If a refund is approved, we will generally initiate the refund within 3–5 business days after the refund decision has been confirmed.

Whenever reasonably possible, an approved refund will be returned to the original payment method used for the transaction.

Once a refund has been initiated, the time required for the funds to appear in the customer’s account may vary depending on the payment processor, card issuer, bank, or other financial institution.

The processing time of an external payment provider or financial institution is outside our direct control.

Where a partial refund is approved, the amount may take into account the portion of the service already completed, deliverables already supplied, resources committed, and other relevant circumstances of the project.

8. How to Submit a Cancellation or Refund Request

To request a cancellation or refund, please contact our customer support team and provide the following information where available:

  • Full name

  • Email address

  • Order or invoice number

  • Service purchased

  • Date of purchase

  • Reason for the cancellation or refund request

  • Relevant project information

  • Supporting files or screenshots, where applicable

  • Relevant project communications or other information that may assist with the review

We may request additional information when reasonably necessary to verify the order, understand the circumstances, or evaluate the request.

Cancellation and refund requests are reviewed in relation to the applicable service description, agreed project scope, project status, work already completed, deliverables already provided, customer responsibilities, and circumstances surrounding the request.

Submitting a request does not automatically guarantee that a refund will be approved.

9. Payment Disputes and Transaction Concerns

If you believe that a payment was made in error, duplicated, unauthorized, or relates to an issue with a purchased service, please contact us at [email protected] so that we can review the transaction and attempt to resolve the matter.

Where appropriate, we may review the relevant order information, payment records, project communications, service status, and applicable deliverables in order to understand the issue.

Nothing in this section prevents a customer from exercising rights available through their payment provider or under applicable law.

10. Questions About This Policy

If you have questions about cancellation eligibility, refund procedures, service revisions, or a specific order, please contact our customer service team before taking further action where possible.

We aim to review requests based on the actual circumstances of the service and to communicate applicable decisions and next steps clearly.

Customer Service Information

Customer Support Email: [email protected]

Company Name: Facyra, Inc.

Company Address: 131 Continental Dr, Suite 305, City of Newark, County of New Castle, Delaware 19713, United States

For cancellation, refund, payment, or service-related inquiries, please contact [email protected].