Cancellation & Refund Policy

01 General Principles & Service Model

At AKA UI (akaui.online), we provide custom, high-caliber creative design, software engineering, and digital growth services. Unlike off-the-shelf physical commodities, our work represents dedicated time, senior creative expertise, and technical labor invested specifically into your business roadmap.

To provide fairness to both parties, our pricing and contracts operate on a Milestone-Based Model, ensuring that you only pay for tangible deliverables that have been reviewed and accepted.

02 Initial Project Retainers & Discovery Phase

Most fixed-scope projects require an upfront deposit (typically 50% of the total project value) to reserve team capacity, initiate discovery workshops, and prepare wireframe architectures:

• Cancellation Prior to Project Kickoff: If you request project cancellation in writing before any discovery calls or design work has commenced, you are entitled to a 100% full refund of the deposit, minus any applicable third-party transaction or banking fees (typically 2-3%).
• Cancellation After Discovery & Research Commences: If cancellation is requested after discovery interviews, research synthesis, and site architectures have begun but prior to wireframe delivery, a 75% refund of the initial deposit will be processed to cover senior discovery hours spent.

03 Milestone-Based Refund Framework for Design & Dev

Once active project execution begins, refund eligibility is tied directly to the completion of specific project phases:

• Phase 1: Wireframing & UX Architecture: If you are dissatisfied with initial low-fidelity wireframes and choose not to proceed to visual design, you may request cancellation and receive a 50% refund of the deposit.
• Phase 2: High-Fidelity UI/UX & Design Approval: Once high-fidelity Figma visual designs and design systems have been presented, refined through revision rounds, and formally approved by the Client, the design portion of fees is deemed fully earned and non-refundable.
• Phase 3: Frontend & Backend Web Development: Web development fees are billed against functional staging milestones. If a project is cancelled mid-development, the Client is only billed for completed modules. Unstarted engineering phases are 100% refunded.
• Phase 4: Final Launch & Source Code Delivery: Once the Client conducts User Acceptance Testing (UAT), provides final sign-off, and receives the production source code or repository transfer, fees are strictly non-refundable.

04 Monthly Retainers (SEO & Digital Marketing)

For ongoing monthly retainer contracts (such as Technical SEO management and Performance Digital Marketing / PPC):

• Notice Period: Retainer contracts can be cancelled at any time by providing written notice at least 15 calendar days prior to the next billing renewal date.
• Current Month Fees: Because marketing audits, campaign monitoring, and weekly optimizations are executed continuously throughout the active cycle, monthly retainer fees for the current underway month are non-refundable.
• Third-Party Ad Spend: Ad spend paid directly to ad platforms (Google Ads, Meta Ads Manager, LinkedIn Ads) is disbursed directly to those advertising networks and cannot be refunded by AKA UI under any circumstances.

05 Our "Client Satisfaction & Revision" Commitment

We pride ourselves on design and technical excellence. Before any client considers cancellation, our senior designers and technical leads offer a dedicated sprint review session to address feedback, rework concepts, and ensure the delivered product meets your brand vision.

06 Ineligible Refund Scenarios

Refunds cannot be issued under the following circumstances:

• A change of mind or business pivot occurs after the Client has already signed off on an approved milestone.
• Delays or project stagnation resulting entirely from client failure to provide required copy, assets, credentials, or timely feedback for more than 45 consecutive days.
• Direct payments made to third parties (such as domain name registrars, hosting server providers, premium font licenses, and paid WordPress/React plugins).
• Subjective aesthetic disagreements raised after final sign-off and deployment.

07 How to Request a Cancellation or Refund

To request a cancellation or refund, please submit a written notification including:

• Your Project Name, Company Name, and primary Contact Person.
• The Invoice or Milestone Reference Number.
• A detailed explanation of the reason for cancellation and specific feedback.

Send your notice directly to our management team at aakansharathi24@gmail.com. We will review and respond within three (3) business days.

08 Processing Timelines & Reimbursement Method

Once a refund is approved by our management team:

• Refunds will be processed within 7 to 10 business days.
• Funds are credited back directly to the original bank account or payment method utilized during the commercial transaction.
• You will receive a formal confirmation receipt along with updated closing documentation.