Refund & Cancellation Policy

At Neo Gen Technologies, we believe in honest partnerships, clear expectations, and mutual respect. Our refund policy is structured to protect both parties: ensuring you receive high-standard, approved deliverables while fairly compensating our team for specialized engineering, creative work, and strategic time invested.

Every project begins with a documented Statement of Work (SOW) outlining milestones, deliverables, and acceptance criteria so that expectations remain completely clear throughout our engagement.

Custom software, website builds, and design systems follow a milestone-based payment schedule. Refunds are calculated according to the project stage at the time of written cancellation:

Monthly recurring retainers (including dedicated engineering hours, ongoing digital marketing management, SEO upkeep, and server maintenance) operate on recurring monthly cycles:

• You may cancel your monthly retainer at any time by providing a 30-day advance written notice via email.
• Charges for the current active billing cycle are non-refundable once the cycle has started and work has been scheduled.
• No subsequent cycles will be billed following the expiration of your 30-day notice window.
• You may also pause your retainer for up to 60 calendar days with prior notice, subject to team availability.

Certain third-party fees and operational costs incurred on your behalf cannot be recovered or refunded under any circumstances. These include:

• Direct media and advertising spend paid to platforms (Google Ads, Meta Ads, LinkedIn Ads, etc.)
• Third-party domain registrations, SSL certificate procurements, and custom font licenses
• Third-party SaaS software subscriptions, API credits, and dedicated server hosting costs billed to your account
• Banking wire transfer fees and international currency conversion charges levied by financial institutions

We want you to be completely thrilled with the final result. To ensure complete satisfaction:

• All milestone deliverables include up to two rounds of structured feedback and revisions within scope.
• If any deliverable does not match the specifications agreed in the signed Statement of Work, our team will correct it at zero extra labor charge.
• All custom software and web builds include a 14-day post-launch warranty period to correct any verified bugs or layout issues at no additional cost.

To submit a formal refund or cancellation request, please follow these simple steps:

1. Send an email to contact@neogentechnologies.com with the subject line Refund Request [Your Project or Invoice Number].
2. Include a brief explanation of the reason for cancellation or refund, along with your contract details.
3. Our finance and project leadership team will review your request and respond within 2 to 3 business days.
4. Approved refunds will be credited back to your original payment method (bank account, credit card, or institutional transfer) within 5 to 10 business days, depending on your banking provider.

We value transparent, long-term relationships. In the rare event of a disagreement, we kindly request that you reach out to our executive desk before filing a payment dispute or chargeback with your credit card issuer or bank.

Unannounced chargebacks automatically freeze project repositories, hosting servers, and active deliverables under standard banking fraud guidelines. Direct communication enables us to find a prompt, equitable, and amicable resolution.