This policy explains the general approach to cancellations, revisions, and refund requests for services provided by Penta Prime-X.
1. Project Deposits
Deposits reserve production time and allow discovery, architecture, or initial development to begin. Deposits are strictly non-refundable once work has commenced or project resources/capacity have been allocated.
2. Cancellations
Cancellation requests must be submitted in writing. Any approved refund is calculated against uncompleted work after deducting completed milestones, committed third-party expenses, and applicable administrative fees.
3. Completed and Digital Services
Completed milestones, delivered source code/digital assets, approved designs, strategy sessions, research, third-party costs (including domain registrations, server hosting, and API fees), and work already performed are strictly non-refundable.
4. Revisions and Dissatisfaction
Included revision rounds must be requested within the review window specified in the signed proposal. A revision request or subjective dissatisfaction does not create a right to a refund when the work materially aligns with the approved scope and project specifications.
5. Client Inactivity and Project Dormancy
Projects delayed by the client without communication or required input for more than 30 consecutive calendar days will be placed on hold. Resuming dormant projects may require a re-boarding fee. Projects inactive for more than 60 days are subject to termination without a refund of fees or deposits paid.
6. Monthly & Recurring Services
Recurring services may be cancelled according to the notice period specified in your service agreement. Charges for an active billing cycle are non-refundable as server capacity and resources are reserved in advance.
7. Requesting a Review
To request a review, email info@pentaprime-x.com within 14 calendar days of the invoice or milestone delivery date. Include your full name, invoice number, specific service, and a detailed explanation. Approved refunds will be processed within 7–10 business days via the original payment method.
8. Controlling Agreement
Your signed proposal, Statement of Work (SOW), or Master Services Agreement (MSA) takes precedence if its terms conflict with this general policy.