Refund Policy

Sanestix operates a service-based business where work begins immediately upon receipt of the initial deposit. Due to the custom nature of our work — including design, development, AI training, and automation configuration — refunds are handled on a case-by-case basis with fairness to both parties.

Our goal is always client satisfaction. We would rather invest time in revisions and corrections than process a refund, and we encourage clients to raise concerns early so we can address them proactively.

All refund requests must be submitted in writing to contact@sanestix.com within the timeframes specified in this policy.

Refunds (full or partial) may be issued in the following circumstances:

• Project not started: If you cancel before any work has commenced, you are entitled to a full refund of the deposit
• Failure to deliver: If Sanestix is unable to deliver the agreed project scope for any reason within our control, you are entitled to a full refund
• Material scope deviation: If the delivered work materially and substantially deviates from the agreed scope and Sanestix is unable to rectify this after two revision rounds, a partial or full refund may be issued
• Project cancelled by Sanestix: If we initiate cancellation for reasons other than client breach, a pro-rata refund for work not yet completed will be issued

The following are generally not eligible for refunds:

• Initial deposits once work has commenced
• Fees for completed work that met the agreed scope, even if the client changes their mind
• Fees for strategy calls, consultations, or planning sessions
• Third-party costs (domain registration, hosting, software licences, API fees) that have already been incurred
• Fees for project delays caused by the client (late content submission, delayed approvals, etc.)
• Monthly maintenance or retainer fees for services already rendered in a billing period
• Fees for services where the client has already received and is using the deliverables

Here's a clear breakdown of what to expect in common scenarios:

To request a refund, follow these steps:

Before any refund is considered for quality or scope-related issues, Sanestix will offer the client an opportunity for revisions. Our revision policy is:

• Package 1 (AI Website Starter): 2 rounds of revisions included
• Package 2 (Growth Automation Suite): 3 rounds of revisions included
• Package 3 (eCommerce AI System): Unlimited revisions until scope satisfaction within the agreed specification

A "revision" means changes within the original agreed scope. New features, additions, or major scope changes beyond the original agreement will be scoped and quoted separately.

If after all included revisions the delivered work still does not meet the agreed scope, a partial or full refund discussion may be initiated.

For monthly maintenance, support retainers, or ongoing automation management services:

• Services are billed monthly in advance and fees cover services rendered in that month
• You may cancel an ongoing retainer at any time with 14 days' written notice
• Unused days in a cancelled billing period are generally non-refundable, except where Sanestix has failed to provide the agreed service level
• If you are dissatisfied with our ongoing service, please raise it immediately — we will address performance issues within 5 business days and work to resolve them

During the course of your project, Sanestix may incur third-party costs on your behalf, including:

• Domain registration and hosting setup
• Software licences (chatbot platforms, automation tools, etc.)
• WhatsApp Business API or Meta platform fees
• CRM platform subscription costs

These costs are non-refundable once incurred, as they are billed directly by third-party providers. Sanestix will always inform you before incurring any third-party costs on your behalf.