Cancellation & Refund Policy

Digital services reserve production time and often create customized work that cannot be resold. This policy is intended to provide fair, clear treatment when a project is canceled or a concern arises.

Cancellation Before Work Begins

A Client may request cancellation before substantive work begins. Unless the invoice or proposal states that a deposit or setup fee is non-refundable, amounts paid may be refunded less non-recoverable third-party charges and payment-processing costs where permitted by law.

Cancellation After Work Begins

After work begins, the Client is responsible for the value of work performed, time reserved, and non-recoverable costs through the cancellation date. Any refund of the remaining balance will be calculated in good faith based on project progress and the applicable written scope. A deposit identified in advance as non-refundable will not be refunded except where required by law.

Completed and Delivered Digital Work

Because completed digital work is customized and immediately usable, payments are generally non-refundable after the agreed deliverable has been provided. This does not limit a Client’s right to request correction of a material failure to match the written scope or any right that cannot lawfully be waived.

Revision and Quality Concerns

A concern should be reported promptly and with enough detail for review. When work materially differs from the approved scope, our first remedy will ordinarily be a reasonable correction or replacement. Preference changes, new directions, content changes, or requests outside the agreed scope are not defects and may require an additional fee.

Client Delays or Abandonment

If required content, access, approvals, or feedback are not provided for 30 consecutive days after a written request, we may place the project on hold. After reasonable notice, a substantially inactive project may be treated as canceled by the Client. Amounts earned and costs incurred remain payable, and restart may require a new schedule or fee.

Cancellation by Trionyx

We may cancel a project because of nonpayment, unlawful or abusive requests, material breach, security concerns, inability to obtain required cooperation, or circumstances outside reasonable control. If we cancel for reasons not caused by the Client, we will refund any prepaid amount allocated to work not performed, less authorized non-recoverable costs.

How to Request Cancellation or Review

Submit the request through the Website contact form, by phone, or by mail. Include the Client name, invoice or project reference, requested action, and a brief explanation. Approved refunds will be sent, when practical, to the original payment method; processing time depends on the payment provider.

Questions, notices, privacy requests, or service concerns may be submitted through the Website contact form, by phone, or by mail using the information below.