Refund Policy

Our engagements are booked in advance and delivered in phases. A typical structure looks like this:

• An upfront payment, deposit, or discovery fee that confirms the project and reserves studio capacity.
• Milestone payments tied to agreed project phases.
• A final balance payable before handover of production files.
• Retainers invoiced in advance for each monthly cycle.

The exact structure for your project is stated in your proposal or service agreement.

Refunds are considered only in limited circumstances:

• A project is cancelled by Rixlab Agency before the relevant phase of work has been delivered.
• A duplicate or incorrect payment was processed.
• A remaining balance was paid for work that was never started and cannot be rescheduled.

Where a refund is approved, it is calculated strictly on the portion of scope not yet delivered, after deducting non-refundable upfront amounts, completed work, and any third-party costs already incurred on your behalf.

Cancellation must be requested in writing. On receipt, we stop work, prepare a statement of completed scope and incurred costs, and issue either a final invoice for the outstanding balance or a refund of any unearned portion of the remaining balance where applicable.

If you cancel a confirmed project:

• Upfront payments, deposits, discovery fees, and retainers remain non-refundable.
• Work completed up to the cancellation date is invoiced in full.
• Any reserved schedule slot is released and cannot be guaranteed if you return later.
• Deliverables not paid for in full remain the property of Rixlab Agency.

In the rare case we cannot continue an engagement for reasons within our control, we will give written notice, hand over the work completed to date, and refund any amount paid for scope that has not been delivered. This does not apply where the cancellation results from non-payment, unavailable client inputs, or a breach of our terms.

Adding, removing, or redirecting deliverables mid-project changes the value and timeline of the engagement. Removed scope does not create a refund of amounts already invoiced for completed phases; instead, the remaining balance is adjusted in a revised statement of work agreed by both parties.

Design and development are custom, time-based creative services rather than returnable goods. Once concepts, strategy, or code have been produced and shared, the work cannot be returned or un-delivered. Subjective preference — a change of taste or internal direction — is not grounds for a refund, and is instead addressed through the revision rounds included in your agreement.

We aim to resolve every concern directly and quickly. If you are unhappy with any part of the work:

• Write to info@rixlab.agency within 7 days of the delivery in question, describing the issue.
• We will review the scope, feedback history, and delivered work and respond within 5 business days.
• Where reasonable, we will propose a corrective revision, additional work, or a partial credit before any refund is considered.
• Unresolved disputes are handled under the governing law stated in our Terms & Conditions.

For any refund or billing question, contact info@rixlab.agency or +88 01317-074281 — Rixlab Agency, Satkhira, Bangladesh.