Effective date: 2026-06-01
Customers are encouraged to review product information, confirm system requirements and request clarification before making payment. Where available, product demonstrations or walkthroughs may be requested to help determine suitability. Before an order is confirmed, the relevant quotation or invoice should identify: • The purchased product or service. • The agreed price and currency. • The features and deliverables included. • The applicable payment schedule. • Any license, hosting or third-party charges. • Relevant cancellation and refund conditions. For custom development projects, an advance payment may be required according to the accepted quotation. If a customer cancels before development begins, before a software license is issued or activated, and before any agreed costs are incurred, the customer may request a refund of the amount paid. Any deduction for agreed, non-recoverable third-party expenses must be lawful, reasonable and supported by relevant records.
Customers experiencing a technical problem with a purchased product should contact: [email protected] The request should include the product name, version, purchase reference and a clear description of the problem. Screenshots, error messages and relevant diagnostic information may be requested where reasonably necessary. Customers should not send passwords or sensitive business information through unsecured channels. 9XR Solutions will review the reported problem against the agreed specifications, supported operating environment and applicable product terms. Where an issue is confirmed, an appropriate remedy may include: • Technical guidance or configuration correction. • Repair of a software defect. • Delivery of a corrective update. • Replacement or reinstallation where appropriate. • A partial or full refund where justified by the circumstances or required by applicable law. A refund may be appropriate where a material failure to meet agreed requirements cannot reasonably be remedied, or where a refund is otherwise legally required. Requests relating only to features that were not included in the accepted scope may instead be treated as requests for paid customization.
Custom software development, website development and major customization projects are performed according to an agreed project scope and payment arrangement. When a customer requests cancellation after development has started, 9XR Solutions will assess: • Work already completed. • Approved development milestones. • Deliverables supplied or made available. • Non-recoverable third-party expenses agreed with the customer. • Any advance payment or remaining balance. • Applicable contractual and legal requirements. Payment for completed, properly authorized and conforming work may remain payable according to the accepted agreement. Where advance payments exceed the amount reasonably due for completed work and authorized non-recoverable costs, the remaining amount may be eligible for refund. Charges for incomplete, undelivered or materially non-conforming work will be assessed according to the circumstances, the agreement and applicable law. Cancellation and refund decisions must not unfairly deny remedies that a customer is legally entitled to receive.
Customers should submit refund or cancellation requests to: [email protected] The request should include the customer name, order or invoice reference, date of payment, amount paid and reason for requesting a refund. Under the proposed refund handling procedure: • Requests will normally be acknowledged within five business days. • Once the necessary information is received, 9XR Solutions will aim to review the request within 14 business days. • Customers will be informed of the decision and the reasons relevant to that decision. • Approved refunds will normally be initiated within 14 business days of approval, using the original payment method where reasonably possible or another mutually agreed method. Actual receipt of a refund may depend on the processing time of the relevant bank or payment provider. These administrative timeframes do not override any shorter deadlines or additional remedies required by applicable law. 9XR Solutions reserves the right to examine suspected fraudulent or duplicate requests while remaining subject to applicable customer rights and legal obligations. For assistance, contact: [email protected]