1. Scope
This policy applies to LuxeZar Tech services supplied by LuxeZar LLC unless a quotation, Statement of Work, subscription agreement or other written contract contains project-specific cancellation terms.
2. Requesting cancellation
Send a cancellation request to contact@tech.luxezarllc.com from the business email connected with the order. Include the order or invoice reference and service name. A request is effective when we acknowledge it, not merely when it is sent.
3. Before work starts
If a fixed-scope service is cancelled before planning, access review, scheduling or implementation begins, we will normally refund the service fee, less nonrecoverable payment-processing charges and third-party costs where deduction is permitted by applicable law.
4. After work starts
Once discovery, planning, review, configuration, migration preparation, development, reserved support time or other work begins, part of the fee is earned. Any refund is limited to the unearned portion after deducting completed work, committed time and nonrecoverable costs.
5. Completed or delivered work
Completed milestones, delivered reports, configured systems, completed migrations, approved design or software stages, used support hours and other delivered work are not refundable solely because the customer changes direction, no longer needs the service or did not use the result.
6. Deposits and custom projects
Deposits reserve capacity and fund discovery, planning and early delivery. The quotation or Statement of Work will state whether and to what extent a deposit is refundable. Earned milestones and work completed before cancellation remain payable.
7. Company IT Audit offer
The free discovery and preliminary triage do not require a purchase. The full focused audit covers one primary environment with up to 10 users and is either purchased as a standalone $149 one-time service or included at $0 after a qualifying $299-or-more improvement project is approved in writing before audit work begins. A waived or credited audit fee is not cash, is non-refundable, non-transferable and cannot be exchanged for another service. Cancelling the qualifying project may cause the standalone $149 audit fee and any completed project work to become payable, as stated in the accepted quotation or Statement of Work.
8. Customer-owned licences and third-party costs
Unless expressly included in writing, customers open, own and pay domains, hosting, Microsoft licences, backup storage, plugins, themes, app-store fees, APIs, migration tools, subscriptions, advertising and other provider charges directly. Those purchases follow the provider’s refund rules and are separate from the LuxeZar Tech implementation or support fee.
9. Delays caused by the customer
Failure to provide access, content, approvals or decisions does not automatically create a refund right. We may reschedule, pause or close a dormant project after reasonable notice. Restarting may require a revised schedule or fee.
10. Service problems
If you believe delivered work materially fails to match the agreed scope, notify us promptly with details and allow a reasonable opportunity to investigate and correct an in-scope issue. This does not limit rights that cannot be excluded under applicable law.
11. Subscription services
The $99 Managed Remote IT Support starter is billed monthly in advance, reserves up to two support hours for up to five named users, and has no annual commitment at launch. Unless a signed agreement says otherwise, cancel before the next billing date to stop renewal. The active month, used time and reserved capacity are not refundable. Unused time does not roll over.
12. Processing
Approved refunds are returned through an available, lawful method. Processing time depends on payment providers and financial institutions. Currency conversion and third-party bank charges may cause the received amount to differ from the original local-currency amount.
13. Chargebacks
Contact us before initiating a chargeback so we can review the order, cancellation record and delivery evidence. Fraudulent or abusive disputes may result in service suspension and submission of relevant records to the payment provider.
14. Mandatory rights
Nothing in this policy removes rights that cannot legally be waived. Where mandatory law conflicts with this policy, the mandatory rule applies.