Refund policy

Last updated: 19 June 2026

This Cancellation and Refund Policy explains how cancellations, refunds, project terminations, service issues, deposits, milestone payments and payment disputes are handled by AXENTRA COMMERCE LTD (“AXENTRA”, “we”, “us” or “our”).

This policy applies to our information technology consulting, database, cloud, data engineering, migration, integration, software development, technical support and related professional services.

Our services are primarily provided to business clients on a project, consulting, support or statement-of-work basis. Because our services are customised and service-based, they cannot be returned in the same way as physical goods.

1. Company Information

Trade Name: AXENTRA COMMERCE LTD
Company Number: 17124278
Registered in: England and Wales
Registered Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: contact@axentracommerce.com

2. Nature of Our Services

AXENTRA COMMERCE LTD provides professional IT and data-related services, including but not limited to:

• IT consulting and technical advisory services;
• Database design, administration and optimisation;
• Relational and non-relational database solutions;
• Data Warehouse and Data Lake solutions;
• ETL and ELT process development;
• Data migration and integration projects;
• Cloud database and cloud infrastructure consulting;
• Data quality improvement and data cleansing;
• Software development, automation and API integration;
• Testing, validation, maintenance and technical support.

Specific services, deliverables, fees, payment schedules and timelines may be set out in a proposal, invoice, service agreement, statement of work, order confirmation or other written agreement between AXENTRA and the client.

3. Business Clients and Consumer Rights

Our services are intended mainly for business clients acting for commercial, professional or organisational purposes.

If we agree to provide services to an individual acting as a consumer, nothing in this policy limits any mandatory rights that the consumer may have under applicable UK consumer protection law.

Where consumer cancellation rights apply, the consumer may have the right to cancel within the statutory cancellation period. However, if the consumer requests that services begin during that period, the consumer may be required to pay a reasonable amount for services already performed. If the service has been fully performed with the consumer’s prior request and acknowledgement, the right to cancel may no longer apply.

4. No Physical Returns

As AXENTRA provides professional services and digital or technical deliverables, there are generally no physical goods to return. References to refunds in this policy relate to service fees, deposits, advance payments, milestone payments and project-related charges.

5. Cancellation Before Work Begins

A client may cancel a project before work has started by sending written notice to: contact@axentracommerce.com.

If no work has been performed, no time has been reserved exclusively for the client, and no third-party or project-related costs have been incurred, any advance payment may be refunded in full.

If preparatory work has already been carried out or costs have been incurred before the cancellation notice is received, AXENTRA may deduct a reasonable amount for work completed and costs incurred.

6. Cancellation After Work Has Started

If a client cancels a project after work has started, AXENTRA may retain or charge fees for:

• Consulting, planning, analysis or advisory time already provided;
• Database design, architecture or technical documentation already prepared;
• Cloud environment preparation, configuration or implementation work;
• Development, integration, migration, testing or validation work already completed;
• Project management, meetings, research and administrative work directly related to the project;
• Third-party software, hosting, cloud, infrastructure, licence or service costs incurred for the project;
• Any other reasonable costs incurred in connection with the agreed services.

Any refund, where applicable, will be calculated based on the unused portion of the fees paid, after deducting reasonable charges for work performed and costs incurred up to the date of cancellation.

7. Deposits, Retainers and Advance Payments

Deposits, retainers and advance payments are used to reserve project time, begin analysis, allocate resources, cover initial work and, where applicable, pay third-party costs.

Unless otherwise agreed in writing, deposits and retainers are refundable only to the extent that they exceed the reasonable value of work already performed and costs already incurred.

If a deposit is expressly described in a written agreement as non-refundable, this will apply only to the extent permitted by law and only where it is reasonable in the circumstances.

8. Milestone Payments and Staged Projects

Some projects may be divided into phases or milestones. Each milestone may have its own deliverables, payment amount, review process and acceptance criteria.

Once a milestone has been completed and approved, deployed, used in production, or otherwise accepted by the client, the fees for that milestone are generally non-refundable, unless there is a material failure to deliver the agreed scope and AXENTRA is unable to remedy the issue within a reasonable time.

If a project is cancelled before all milestones are completed, the client may be refunded for any prepaid milestones that have not yet started, after deduction of any reasonable costs already incurred.

9. Client Review and Acceptance

Clients are responsible for reviewing deliverables, reports, technical documentation, migration plans, database structures, integrations, configurations, code, support outputs and other project materials provided for review.

A deliverable or milestone may be considered accepted if:

• The client provides written approval;
• The deliverable is deployed, implemented or used in a live or production environment;
• The client requests further work based on the deliverable;
• The client does not raise a material issue within the review period stated in the project agreement;
• If no review period is stated, the client does not raise a material issue within 7 business days of delivery.

Refund requests based only on a change of business priorities, internal decisions, lack of use, changes in strategy, or a change of mind after acceptance will generally not be eligible for a refund.

10. Service Issues and Corrective Action

If a client believes that services or deliverables have not been provided substantially in accordance with the agreed scope, the client should notify AXENTRA promptly in writing and provide reasonable details of the issue.

Where the issue is within the agreed project scope, AXENTRA will make reasonable efforts to investigate and, where appropriate, provide one or more of the following:

• Clarification or technical explanation;
• Correction of errors;
• Reasonable revisions within the agreed scope;
• Remediation services;
• Replacement or re-delivery of affected deliverables;
• A partial refund where remediation is not reasonable or commercially practical.

AXENTRA will not be responsible for issues caused by incomplete, inaccurate or delayed information provided by the client, changes to third-party systems, unauthorised changes made by the client or third parties, or use of deliverables outside the agreed scope.

11. Out-of-Scope Work and Change Requests

Requests that go beyond the agreed scope, specifications, deliverables, assumptions or acceptance criteria may be treated as additional work.

Additional work may require a separate quote, revised timeline, new milestone or written approval before it is performed. Refunds will not normally be provided simply because the client later requires additional features, changes or functionality that were not included in the original scope.

12. Third-Party Services and Costs

Projects may involve third-party providers, including cloud platforms, hosting providers, software vendors, API providers, data platforms, infrastructure providers, payment processors or technology partners.

Unless otherwise agreed in writing, third-party costs incurred for a client project are non-refundable once they have been charged by the relevant provider or committed on behalf of the client.

AXENTRA is not responsible for outages, pricing changes, policy changes, service interruptions, data loss, security incidents or operational decisions made by independent third-party providers, except to the extent caused by AXENTRA’s own breach of the agreed services.

13. Client Data, Digital Deliverables and Intellectual Property

All client data, including databases, business records, customer information, datasets, internal documentation, system configurations, business rules, technical documentation and confidential materials, remains the exclusive property of the client.

Unless otherwise agreed in writing, custom deliverables specifically developed for and fully paid for by the client shall belong to the client upon full payment.

AXENTRA retains ownership of its pre-existing intellectual property, internal methodologies, reusable frameworks, templates, tools, libraries, general know-how, proprietary processes and materials developed independently of the client project.

Nothing in this policy gives AXENTRA ownership of the client’s databases, business information, customer data, confidential materials or intellectual property.

A refund, cancellation or non-payment may affect the client’s right to use unpaid deliverables.

14. Confidentiality

AXENTRA treats client information, technical materials, business data, systems, architecture, documentation, credentials and project materials as confidential.

We do not disclose, publish, market, advertise, reference or reveal client names, internal systems, commercial data, technical infrastructure, database structures, operational information or confidential project materials without the client’s prior written authorisation, unless required by law, court order or competent authority.

Confidentiality obligations are also subject to any separate confidentiality agreement, service agreement, data processing agreement or terms of service agreed between AXENTRA and the client.

15. Refund Processing

Where a refund is approved, it will usually be issued to the original payment method unless otherwise agreed in writing.

Approved refunds are typically processed within 10 business days. Banks, card providers and payment processors may require additional time before the refunded amount appears in the recipient’s account.

If a statutory refund period applies, AXENTRA will process the refund within the legally required timeframe.

16. Chargebacks and Payment Disputes

If a client has a concern about a payment, invoice, deliverable or service issue, we encourage the client to contact us first at contact@axentracommerce.com so that we can try to resolve the matter professionally and efficiently.

Nothing in this policy prevents a client from exercising any rights they may have under applicable law, card scheme rules or payment provider procedures.

AXENTRA may maintain project documentation, communications, approvals, invoices, work records, technical deliverables and transaction records for compliance, fraud prevention, accounting and dispute resolution purposes.

17. Non-Refundable Situations

Subject to applicable law and any written agreement, refunds will generally not be provided for:

• Services already performed and delivered in accordance with the agreed scope;
• Accepted milestones or deliverables;
• Time spent on consulting, analysis, planning, development, testing, support or project management;
• Third-party costs already incurred or committed;
• Delays caused by the client’s failure to provide required information, access, approvals or materials;
• Changes in the client’s business priorities, strategy, budget or internal circumstances;
• Requests for features, changes or functionality outside the agreed scope;
• Issues caused by third-party platforms, client systems or unauthorised modifications not made by AXENTRA.

18. Limitation of Liability

Nothing in this policy limits or excludes liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

To the extent permitted by law, AXENTRA shall not be liable for indirect, incidental, consequential, special, punitive or business losses, including loss of profits, revenue, business opportunities, goodwill, anticipated savings, data or reputation.

To the extent permitted by law, AXENTRA’s total liability arising from a claim connected with specific services shall not exceed the total fees paid by the client for the specific services giving rise to that claim.

19. Relationship With Other Agreements

This policy should be read together with any applicable proposal, invoice, service agreement, statement of work, terms of service, data processing agreement or other written agreement between AXENTRA and the client.

If there is a conflict between this policy and a signed written agreement, the signed written agreement will apply, unless this would reduce any mandatory rights that cannot legally be limited.

20. Changes to This Policy

We may update this Cancellation and Refund Policy from time to time to reflect changes in our services, business practices or legal requirements. The updated version will be posted on this page with a revised “Last updated” date.

21. Contact Us

For questions about cancellations, refunds or service disputes, please contact:

AXENTRA COMMERCE LTD
Company Number: 17124278
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

Email: contact@axentracommerce.com