Refund & Cancellation Policy
Published by SOLVEX SPACE LTD. Version 1.0, effective 15 August 2026.
1. The principle
You should never pay for work that hasn't started, and we should be paid for work we've delivered. Everything below is that principle applied to specific situations.
2. Before work begins
Any order — fixed-price or quoted — cancelled before the engagement is scheduled and before any work has started is refunded in full, minus unrecoverable payment-processor fees. "Work started" means scoping calls held, authorization documents drafted, or testing preparation begun — we'll tell you plainly which applies.
3. Rescheduling
- Rescheduling with 5+ business days' notice is free, any number of times within 6 months of the order.
- Rescheduling inside 5 business days may incur a fee of up to 20% of the engagement value, because reserved specialist time usually cannot be refilled at short notice.
4. After work begins
If you cancel mid-engagement, you pay for the portion of work performed (calculated against the engagement plan) plus committed third-party costs; the remainder is refunded. Completed engagements — report delivered — are not refundable.
5. If we fail to deliver
If we miss the agreed scope or deliverables and cannot cure it within a reasonable window you set, you are entitled to a proportionate refund up to and including a full refund of the affected engagement. Findings being fewer than expected is not a delivery failure — an honest "we found little" is a good outcome, and inflating findings to look valuable is something we refuse to do.
6. Emergency incident response
Emergency engagements begin on signature, often within hours, so the pre-work cancellation window is effectively immediate: once responders are engaged, time already spent is billable. The free triage call (before authorization) carries no charge and no obligation.
7. Subscriptions (PTaaS, MDR, retainers)
Recurring services cancel at the end of the current billing period with written notice; unused future periods are not charged. Cycles already underway are treated as work begun under section 4.
8. How refunds are paid
Refunds return via the original payment method within 14 days of agreement. Where the original method cannot receive refunds (some crypto and mobile-money flows), we agree an equivalent method with you in writing.
9. Disputes
If you believe a charge is wrong, contact us first at contact@solvex.space — most issues resolve in one exchange. This policy does not limit your statutory rights, including any chargeback rights with your payment provider.