Refund Policy

Last updated: April 2026

This Refund Policy explains how Matrixcave Digital Group, Inc. (« Matrixcave, » « we, » « us, » or « our ») handles deposits, milestone payments, cancellations, billing disputes, and refund requests for its services.

Matrixcave Digital Group, Inc. provides custom-scoped B2B digital services, including web development, e-commerce builds, automation systems, paid media management, and strategy consulting. We do not sell physical products, and our services are provided to businesses and professionals, not consumers.

By approving a proposal, signing an agreement, paying a deposit, or otherwise engaging Matrixcave for services, you agree to this Refund Policy together with any applicable service agreement, proposal, statement of work, or invoice.

1. General Policy

Because Matrixcave provides custom digital services that are planned, reserved, and performed specifically for each client, refunds are limited and are not available as a matter of course.

Our work typically begins shortly after an agreement is signed and an initial deposit is received. This may include scheduling production time, strategy, discovery, research, planning, onboarding, account setup, technical preparation, internal allocation of resources, and active project work. For that reason, payments made for custom services are generally non-refundable once work has commenced.

Any exception to this policy is made solely at Matrixcave’s discretion unless otherwise required by a separate written agreement.

2. Deposits and Upfront Payments

Projects may require an upfront deposit before work begins. The deposit secures project scheduling, resource allocation, and commencement of work.

  • Deposits are non-refundable once work has commenced.
  • Work is considered commenced once Matrixcave has started discovery, planning, consultation, design, development, setup, research, technical preparation, campaign preparation, or any other billable project activity.
  • If a client delays participation, fails to provide required materials, or becomes unresponsive after work has started, the deposit remains non-refundable.

If Matrixcave has not yet started any work and no resources have been materially committed, any refund of a deposit will be evaluated on a case-by-case basis at Matrixcave’s discretion.

3. Milestone-Based Billing

Many projects are billed in stages or milestones. Each milestone reflects work planned, performed, reserved, or delivered during a specific phase of the engagement.

  • Payments due for completed milestones are non-refundable.
  • Once a milestone has been completed, approved, or delivered, no refund will be issued for that milestone.
  • If work is terminated before a future milestone begins, Matrixcave may, at its sole discretion, consider whether any unearned prepaid portion should be credited or refunded.

Where partial refunds are considered, Matrixcave may deduct amounts corresponding to work completed, time reserved, third-party costs incurred, administrative handling, and any non-cancellable commitments made for the project.

4. No Refunds on Completed or Delivered Work

No refunds will be issued for services that have been completed, substantially performed, delivered, launched, submitted, implemented, or otherwise made available to the client.

This includes, without limitation:

  • Completed website development or e-commerce build phases
  • Delivered automation systems or workflow setups
  • Completed consulting sessions, audits, strategy documents, or recommendations
  • Completed campaign setup, ad account work, tracking implementation, or reporting
  • Any approved deliverable that has been sent to the client or deployed to a live or staging environment

Client dissatisfaction alone does not create an automatic right to a refund where the agreed services have been performed in line with the scope of work.

5. Client Cancellation

If the client chooses to cancel a project or service engagement, the client remains responsible for all work performed and all costs incurred up to the effective cancellation date.

  • If cancellation occurs after work has commenced, the initial deposit will not be refunded.
  • If cancellation occurs during an active milestone, Matrixcave may invoice for the portion of work already completed, time already committed, and any third-party expenses or non-recoverable costs.
  • If cancellation occurs before a defined future milestone has started, Matrixcave may, at its sole discretion, consider a partial refund or account credit for any clearly unused prepaid amount.

Requests for cancellation must be submitted in writing to billing@matrixcave.com. Cancellation is not effective until acknowledged by Matrixcave in writing.

6. Cancellation by Matrixcave

Matrixcave reserves the right to suspend or cancel a project or service engagement if necessary, including where the client fails to pay on time, fails to cooperate, provides unlawful or infringing materials, or otherwise breaches the applicable agreement.

If Matrixcave cancels an engagement for reasons not caused by the client and before substantial work has been completed, Matrixcave may determine, in its discretion, whether any unused prepaid amount should be refunded on a pro rata or equitable basis.

If Matrixcave cancels due to the client’s breach, non-payment, non-responsiveness, misconduct, or failure to provide required materials or approvals, no refund will be owed for work already commenced or completed.

7. Third-Party Costs and Non-Recoverable Expenses

Fees paid or committed to third parties are non-refundable once incurred. This includes, where applicable, payment processor fees, advertising spend, media budgets, app subscriptions, software licenses, domain fees, hosting fees, plugin purchases, and similar third-party expenses.

Where such costs have been advanced, prepaid, or committed on the client’s behalf, they will be excluded from any refund calculation.

8. Billing Disputes and Service Concerns

If you believe there is a billing issue or dispute regarding delivered work, you must notify Matrixcave in writing within 14 days of the relevant delivery date, invoice date, or service event, whichever applies.

  • Your notice must clearly describe the issue in reasonable detail.
  • Matrixcave will review the matter in good faith and may request supporting information.
  • If no written dispute is received within 14 days, the work, milestone, delivery, and related charges will be deemed accepted for billing purposes.

Submitting a dispute does not automatically suspend payment obligations for undisputed amounts.

9. Refund Review Process

Any refund request must be submitted in writing to billing@matrixcave.com. Matrixcave may request documents, communications, project records, delivery history, and timeline details relevant to the request.

All refund decisions are made based on factors including:

  • The services purchased and the agreed scope
  • The project stage reached at the time of the request
  • Whether work has already commenced, been completed, or been delivered
  • Time spent, resources allocated, and commitments made
  • Any third-party or non-recoverable costs already incurred
  • The client’s cooperation, responsiveness, and compliance with project obligations

Any approved refund will be issued using the original payment method where reasonably possible, less any non-refundable fees, earned charges, and third-party costs. Processing times may vary depending on the payment processor, including Stripe or PayPal.

10. Chargeback Policy

Clients must contact Matrixcave first before initiating a chargeback, payment reversal, or dispute through Stripe, PayPal, a bank, or a card issuer.

Chargebacks or payment disputes submitted without prior written contact and a reasonable opportunity for Matrixcave to review the issue are considered a breach of this Refund Policy and may also constitute a breach of the governing service agreement.

Matrixcave will actively contest chargebacks where:

  • The client approved the work or agreement
  • Services were custom-scoped and work had commenced
  • Milestones were completed or deliverables were provided
  • The client failed to use the required written dispute process within 14 days
  • The chargeback concerns non-refundable deposits, completed work, or validly invoiced services

Matrixcave may provide agreements, invoices, project timelines, written approvals, delivery records, communication history, technical logs, and other supporting evidence to the relevant payment processor or financial institution in order to contest the chargeback.

11. Payment Processors

Payments are processed through third-party payment providers, including Stripe and PayPal. Any payment processing timelines, reversals, or banking procedures are also subject to the terms and operational rules of those providers.

Matrixcave is not responsible for delays caused by the client’s bank, card network, PayPal, Stripe, or any intermediary financial institution.

12. Policy Changes

Matrixcave may update this Refund Policy from time to time to reflect operational, legal, or contractual changes. The updated version will become effective when posted on our website, unless a different date is stated.

The version in effect at the time of the relevant order, agreement, or payment will generally apply to that transaction unless otherwise required by law or expressly agreed in writing.

13. Contact for Billing Issues

For billing questions, cancellation notices, dispute submissions, or refund requests, please contact: