1. Policy Overview
At Mirvex Mantra, we are committed to delivering high-quality Shopify development services. This Refund and Cancellation Policy outlines the terms and conditions under which refunds may be requested and processed.
By engaging our services, you acknowledge and agree to this policy.
2. Payment Structure
2.1 Standard Payment Terms
- 50% Deposit: Required to initiate project work
- 50% Final Payment: Due upon project completion
2.2 Milestone-Based Payments
For larger projects, payments may be structured in milestones:
- 25-30% deposit to start
- Payment upon completion of each major milestone
- Final payment upon project delivery
2.3 Monthly Retainer Services
For ongoing support and maintenance:
- Monthly payment in advance
- 30-day notice period for cancellation
- No refund for partial months
3. Refund Eligibility
3.1 Full Refund Scenarios
You are eligible for a full refund in the following situations:
- Before Work Commences: If deposit is paid but no work has started, full refund minus payment processing fees (typically 3-5%)
- Mutual Agreement to Cancel: If both parties agree to cancel within 7 days of initial consultation
- Our Inability to Deliver: If we determine we cannot fulfill the project requirements
3.2 Partial Refund Scenarios
You may be eligible for a partial refund for:
- Unused Milestones: Refund for milestones not yet completed
- Unused Retainer Hours: If applicable and documented
- Early Termination: Prorated refund based on work completed
3.3 Refund Calculation
Partial refunds are calculated as:
Refund Amount = Total Paid - (Completed Work Value + Expenses) - Admin Fee (10%)
4. Non-Refundable Items
4.1 Work Already Performed
The following are non-refundable:
- Deposits after project work has commenced
- Completed deliverables and milestones
- Custom development work already delivered
- Time spent on consultations and planning
- Design concepts and prototypes delivered
- Code written and tested
4.2 Third-Party Costs
Costs for third-party services are non-refundable:
- Shopify subscription fees
- Premium theme purchases
- App subscriptions and licenses
- Domain registration and SSL certificates
- Stock images, fonts, or graphics
- Payment gateway setup fees
4.3 Client-Caused Delays
No refund for delays caused by:
- Late or incomplete content/materials from client
- Client unresponsiveness (no reply for 30+ days)
- Frequent scope changes or revision requests
- Client unavailability for scheduled meetings
4.4 Completed Projects
Once a project is marked as complete and final payment is made, no refunds will be issued. Please review all deliverables carefully before final approval.
5. Cancellation Terms
5.1 Client-Initiated Cancellation
Before Project Starts:
- Full refund minus 10% administrative fee
- Minus payment processing fees (3-5%)
- Refund processed within 10-14 business days
After Project Starts:
- Payment required for all completed work
- Refund of unused portion only
- 10% administrative fee applies
- Work-in-progress must be paid for
During Development:
- Itemized invoice for work completed
- Payment due within 7 days
- Partial deliverables provided upon payment
5.2 Company-Initiated Cancellation
We may cancel a project if:
- Payment is more than 30 days overdue
- Client breaches Terms of Service
- Client engages in abusive behavior
- Project requirements become unfeasible
In such cases, you will be invoiced for completed work only.
5.3 No-Show Policy
If client is non-responsive for 30 consecutive days:
- Project considered abandoned
- Deposit is forfeited
- No refund will be issued
- Project may be resumed with additional deposit
6. Refund Request Process
Step 1: Submit Written Request
Email your refund request to info@mirvexmantra.com including:
- Your name and project details
- Reason for refund request
- Original payment date and amount
- Transaction ID or invoice number
Step 2: Request Review
We will review your request within 5-7 business days and:
- Assess eligibility based on this policy
- Calculate refund amount (if applicable)
- Provide detailed explanation of decision
Step 3: Approval & Processing
If approved:
- Refund amount confirmation sent via email
- Refund processed to original payment method
- Confirmation email sent upon processing
Step 4: Time Limit
Important: Refund requests must be submitted within 14 days of:
- Project cancellation, or
- Discovery of issue warranting refund
Requests submitted after this period may not be considered.
7. Refund Processing Time
7.1 Processing Timeline
- Review Period: 5-7 business days
- Approval to Processing: 10-14 business days
- Bank/Card Processing: 3-10 business days (varies by institution)
7.2 Payment Methods
Refunds are issued to the original payment method:
- Stripe/Credit Card: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 7-14 business days
7.3 Refund Notification
You will receive email notifications when:
- Refund request is received
- Request is approved or denied
- Refund is processed
8. Revision & Satisfaction Policy
8.1 Our Commitment
We want you to be satisfied with our work. Before requesting a refund, please note:
- Unlimited Revisions: Within original project scope
- Open Communication: We encourage feedback throughout the project
- Flexible Approach: We'll work with you to address concerns
8.2 What's Included
Revisions include:
- Design adjustments to match agreed specifications
- Bug fixes and functionality corrections
- Content updates and minor changes
- Performance optimizations
8.3 What's Not Included
Additional fees apply for:
- Scope changes or new features
- Complete redesigns
- Third-party integration additions
- Major functionality changes
8.4 Alternative to Refund
If unsatisfied, consider these options before requesting a refund:
- Schedule a call to discuss concerns
- Request specific revisions
- Pause project and resume later (deposit retained)
- Adjust scope to better meet needs
9. Dispute Resolution
9.1 Direct Communication
If you disagree with a refund decision:
- Reply to the decision email with your concerns
- Provide additional information or documentation
- Request a review call with project manager
9.2 Escalation
If direct communication doesn't resolve the issue:
- Request escalation to management
- We'll conduct a thorough review
- Final decision communicated within 14 days
9.3 Payment Processor Disputes
Please contact us before filing a chargeback with your payment processor. Chargebacks:
- May result in additional fees
- Can damage the working relationship
- Don't guarantee favorable outcome
We prefer to resolve disputes directly and amicably.