Refund & Cancellation Policy

This policy explains how clients of Opsnexus LLC (“Opsnexus”) can cancel an engagement and when money is refunded. It applies to all paid services — fixed-price projects, monthly retainers, and IT staffing placements. If your signed proposal or statement of work sets out different terms, those signed terms apply to your engagement.

1. Cancelling a monthly retainer

Managed operations and embedded-engineer retainers can be cancelled at any time with 7 days’ written notice. Fees for services provided up to the end of the notice period remain payable. Any amount you have prepaid for time after the notice period ends is refunded.

2. Cancelling an IT staffing placement

A staffing placement can be ended at any time with 7 days’ written notice. Fees for the engineer’s time up to the end of the notice period remain payable, and any amount prepaid beyond it is refunded.

3. Cancelling a fixed-price project

Fixed-price projects are divided into milestones in your proposal. You can cancel a project at any time with 7 days’ written notice. If you cancel:

• You pay only for milestones completed by the cancellation date, and you keep all deliverables from those milestones.
• You are not charged for a milestone that has not been completed.
• Any amount you have paid towards milestones that were not completed is refunded in full.

4. Deposits and prepayments

Deposits and prepaid amounts for work that has not started are fully refundable. Payments for completed milestones and for services already delivered are not refundable.

5. How refunds are paid

• Refunds are made to the original payment method — back to the same bank account for bank transfers, or to the same card for payments made through Stripe.
• Refunds are issued in the same currency (USD or GBP) as the original payment.
• We process approved refunds within 15 days. Your bank or card issuer may take a few additional business days to show the money in your account.

6. How to cancel or request a refund

Email support@opsnexus.agency from the address associated with your account, with your company name, the engagement or invoice number, and whether you are cancelling, requesting a refund, or both. The notice period starts on the day we receive your email. We confirm every cancellation and refund in writing, including the amount and expected refund date.

7. Billing questions and disputes

If you believe an invoice or charge is wrong, contact us at support@opsnexus.agency before raising a dispute with your bank or card issuer — we will review it and reply in writing. See our Pricing & Billing page for how invoices and payments work, and our Terms for the rules that apply to paid services.