Refund Policy

This Refund Policy explains when refunds may or may not be provided by RexCode Digital LTD for digital services purchased from or agreed with RexCode through https://www.RexCode.co.uk, email, proposal, invoice, payment link, bank transfer, Stripe, PayPal, or any other agreed payment method. By paying for our services, you agree to this Refund Policy.

1. Overview

RexCode provides custom digital services, including Shopify, Webflow, design, development, optimisation, audits, migrations, landing pages, UX improvements, and related digital services. Because our services involve time, planning, custom work, digital delivery, and resource allocation, refunds are limited once work has started.

This Policy should be read together with our Terms and Conditions. If there is a conflict between a project proposal and this Policy, the written project proposal or signed agreement may apply where it clearly states different terms.

2. Payment and Agreement

Unless otherwise agreed in writing, RexCode requires a 40% upfront payment before work begins. The remaining balance is payable according to the agreed project terms, milestone schedule, invoice, or delivery arrangement.

By making a payment, the client confirms:

• Acceptance of the agreed scope, pricing, timeline, and deliverables
• Acceptance of this Refund Policy and our related website policies
• Authorisation for RexCode to allocate time, resources, and project capacity
• Authorisation for RexCode to begin work after payment is received

Work will not normally begin until the required upfront payment has been received, unless RexCode agrees otherwise in writing.

3. Work Commencement and Cooling-Off

Work may begin shortly after the upfront payment is received. Work includes, but is not limited to, discovery, planning, consultation, research, project setup, strategy, design, development, testing, communication, preparation, or resource allocation.

Where permitted by law, by instructing RexCode to begin work, you acknowledge that digital and custom service work may begin before any statutory cooling-off period would otherwise expire. This may affect your right to cancel or receive a full refund once work has started.

4. Project Phases and Milestones

Projects may be delivered in phases depending on the scope. These may include:

• Discovery and consultation
• Planning and project setup
• Design or wireframing
• Development or implementation
• Testing and quality assurance
• Revisions and final delivery
• Post-delivery bug support where applicable

Once a phase, milestone, or portion of work has been completed, that completed portion is generally non-refundable.

5. Refunds Before Work Begins

A refund may be requested before work begins only if:

• No work has started
• No project resources have been allocated
• No planning, consultation, research, setup, or preparation has been carried out
• No third-party costs have been incurred on behalf of the client

Approved refunds may exclude payment processor fees, transaction fees, bank fees, currency conversion charges, or other non-recoverable costs charged by third parties.

6. Cancellation After Work Begins

Once work has started, the upfront payment becomes non-refundable unless RexCode decides otherwise in writing. This is because the upfront payment covers initial planning, project scheduling, resource allocation, consultation, research, design, development, and other early-stage work.

If the client cancels after work has started, RexCode may, at its discretion, calculate whether any partial refund is appropriate based on:

• Work already completed
• Time invested
• Resources allocated
• Project phase reached
• Third-party costs incurred
• Administrative or payment processing costs

Planning, discovery, consultation, research, communication, preparation, and project management time are billable and non-refundable once performed.

7. No Refunds After Completion or Approval

Once the service has been completed, delivered, approved, transferred, published, or made available to the client, no refunds will be issued for completed work.

A project may be considered complete when the agreed deliverables have been provided, implemented, transferred, published, or made available for review, even if the client later requests additional changes outside the original scope.

8. Non-Refundable Services and Fees

The following are generally non-refundable once started, delivered, scheduled, purchased, or incurred:

• 40% upfront payments after work has commenced
• Discovery, consultation, research, planning, and project setup
• Completed milestones or completed portions of work
• Rush, priority, or expedited service fees
• Strategy, audit, review, or advisory work
• Custom design, development, coding, implementation, or configuration work
• Digital deliverables that have been delivered or made accessible
• Third-party purchases, licences, subscriptions, and platform fees
• Payment processor fees, transaction fees, and currency conversion fees

9. Rush or Priority Projects

Rush, urgent, or priority projects may require immediate scheduling and may take priority over other work. Rush or priority fees are non-refundable once work has commenced, because they involve immediate resource allocation and reserved project capacity.

Rush delivery does not remove the client’s responsibility to provide required materials, access, feedback, and approvals on time.

10. Digital Deliverables

RexCode provides digital services and digital deliverables, not physical goods. Digital deliverables may include websites, Shopify themes, code, sections, landing pages, design files, configuration work, written recommendations, audits, reports, custom assets, and other digital materials.

Digital deliverables cannot be physically returned once delivered, accessed, implemented, transferred, published, downloaded, or made available. For this reason, delivered digital work is generally non-refundable.

11. Third-Party Costs

RexCode is not responsible for refunding third-party costs unless RexCode directly charged and agreed to refund those costs in writing. Third-party costs may include:

• Shopify plans or Shopify fees
• Premium themes
• Apps, plugins, extensions, or integrations
• Domains, hosting, email, or platform subscriptions
• Fonts, stock images, icons, media, or licensed assets
• External software, tools, or service provider fees
• Stripe, PayPal, bank, or payment processor charges

Refunds for third-party products or services are subject to the refund policy of the relevant third-party provider.

12. Revisions and Scope Control

Unless otherwise agreed in writing, each project includes two revisions within the original agreed scope.

• Revisions must relate to the original scope and agreed deliverables
• New features, new pages, new integrations, new layouts, or major direction changes are not considered standard revisions
• Additional revisions may be charged separately
• Excessive, repeated, unclear, or unreasonable revision requests may be refused or quoted separately

Dissatisfaction after the included revision rounds does not automatically create a right to a refund where the work has been completed according to the agreed scope.

13. 30-Day Bug Support

Unless otherwise agreed, RexCode provides 30 days of bug-fix support after final delivery for issues directly caused by RexCode’s work and within the original agreed scope.

The 30-day bug support does not include:

• New features or new functionality
• Design changes or preference-based changes
• Changes caused by the client or a third party after delivery
• Issues caused by Shopify, Webflow, apps, themes, hosting, plugins, or third-party platforms
• Ongoing maintenance unless agreed separately

Requests outside the 30-day bug support period may be quoted separately.

14. Client Responsibilities and Delays

Clients are responsible for:

• Providing accurate project information
• Providing required content, images, branding, assets, and files
• Providing access to required platforms, such as Shopify, Webflow, domains, hosting, or app accounts
• Providing collaborator access or permissions where required
• Responding to questions, review requests, and approval requests in a timely manner
• Reviewing deliverables and providing clear feedback within the agreed timeline

Delays caused by the client may extend the project timeline and do not automatically qualify the client for a refund.

15. Project Abandonment

If the client becomes unresponsive for 30 consecutive days, fails to provide required materials, or does not provide required access or approvals, the project may be considered abandoned and archived.

• Archived projects do not automatically qualify for a refund
• Completed work and allocated time remain payable
• Additional fees may apply to resume, reschedule, or reopen the project
• Timelines may need to be revised depending on RexCode’s availability

16. Client Cancellation

The client may request cancellation by contacting RexCode in writing. If cancellation occurs after work has started, completed work, resource allocation, project planning, and incurred costs remain payable and may be deducted from any potential refund.

Cancellation does not remove the client’s responsibility to pay outstanding amounts for work already completed or agreed billable work.

17. RexCode Cancellation

RexCode may cancel or terminate a project where necessary, including in cases of abuse, harassment, illegal activity, fraud, non-payment, repeated breach of terms, unreasonable behaviour, or inability to proceed due to missing information or access.

If RexCode cancels a project for reasons not caused by the client, RexCode may refund the portion of fees relating to work not yet performed. Work already completed, costs incurred, and resources already allocated may remain non-refundable.

18. Chargebacks and Payment Disputes

Before initiating a chargeback, payment dispute, or reversal request, the client agrees to contact RexCode at contact@RexCode.co.uk and attempt to resolve the matter in good faith.

Initiating a chargeback or payment dispute without first contacting RexCode may be considered a violation of this Policy and the Terms and Conditions.

RexCode reserves the right to:

• Provide evidence to the payment processor, bank, or dispute platform
• Suspend or terminate services
• Pause delivery of unpaid or disputed work
• Refuse future services
• Recover reasonable costs related to improper disputes where permitted by law

19. Refund Processing

Approved refunds, where applicable, will generally be processed using the original payment method. Processing times may vary depending on the payment provider, bank, card issuer, or payment platform.

• Approved refunds are generally processed within 5–10 business days after approval
• Stripe, PayPal, bank, currency conversion, or transaction fees may be deducted where applicable
• Refunds cannot always be issued to a different payment method
• Actual receipt time may depend on the client’s bank or payment provider

20. Services Covered

This Policy applies to all RexCode services, including but not limited to:

• Shopify store development
• Shopify design and theme customisation
• Shopify bug fixes and technical fixes
• Shopify optimisation, CRO, and performance improvements
• Shopify migration and store setup
• Landing page development
• Web design and UX improvements
• Webflow development
• Store audits, reviews, reports, and consulting
• Other digital services agreed with RexCode

21. Governing Law

This Policy shall be governed by the laws of England and Wales. Any disputes relating to this Policy shall be subject to the courts of England and Wales, unless mandatory consumer law provides otherwise.

22. Changes to This Policy

RexCode may update or modify this Refund Policy from time to time. If changes are made, the “Last updated” date at the top of this page will be updated.

23. Contact

If you have questions about this Refund Policy or wish to request a refund review, please contact us using the details below.