Refunds & Credits Policy

General Policy

Praxis AG offers refunds and credits under certain circumstances. We strive to deliver high-quality services but understand there may be situations where a refund or credit is warranted.

Clients are encouraged to review their invoices promptly upon receipt to communicate any billing discrepancies. To ensure timely resolution of any billing discrepancies, Clients must report any errors or disputed charges within thirty (30) days of the invoice date for that service period. This time limit applies to all discrepancies, including:

Overcharges for services rendered according to a written agreement, including free trial/offer periods, discounts, coupons, and promotions clearly outlined in the service description or written agreement.
Charges for services not rendered according to a written agreement.

This time limit does not apply to claims based on fraud or intentional misrepresentation. Disputes not reported within this timeframe may be waived.

Refund Policy

Upfront Fees: Generally, upfront fees, deposits, or retainers may be non-refundable. However, exceptions may apply (see "Exceptions to Non-Refundable Upfront Fees" below).
Milestone Payments: Milestone payments may be partially refundable based on services not completed (pro-rated refunds).
Service-Specific Terms: Certain services may have different refund policies. Please see the "Special Refund Terms" section for details.
Service Period Terms: For services with recurring billing cycles (e.g., monthly, annually), possible credits and refunds will be considered on a per-service-period basis.
Credits: We offer service credits for certain situations (see "Credits Policy" below).

California Cash Refunds

California law generally requires cash refunds for returned products and services within a reasonable timeframe (typically 30 days). We offer cash refunds following these guidelines:

Prepayments for unrendered services: Full cash refund.
Pro-rated refunds: For milestone payments based on services not completed.
Unsatisfied customer: Within 30 days of purchase, a complaint must be received by Praxis AG for cash refund eligibility.

Exceptions to California Cash Refunds

Services already performed: Non-refundable.
Services initiated: Partial credit or service completion may be offered, minus unused service time as a credit.
"Ghosting": No refund. This is defined as a client's cessation of all communication and response attempts after initiating a service or reaching out for support.
Free domains with canceled service: Refund provided, less the domain list price.

Exceptions to Non-Refundable Upfront Fees

Mutual Agreement: If both parties agree to terminate the project before any services are rendered, a full refund may be issued.
Material Misrepresentation: If Praxis AG misrepresents the services offered and the client can demonstrate harm, a refund may be issued.
Unforeseen Circumstances: In rare cases, unforeseen circumstances beyond either party's control may warrant a refund. We will evaluate such situations on a case-by-case basis. Credits may be issued in place of cash refunds.

Special Refund Terms

This section outlines the specific refund terms applicable to different service categories offered by Praxis AG:

1. Monthly Recurring Services (e.g., SEO, Webmaster Services)

Full Refund:
- Service not performed.
- Service disruption exceeding a specified timeframe (e.g., 48 hours for critical services).
Pro-Rated Refund:
- Downgrade to a lower-tier plan within the same service category.

2. Annual & Multi-Annual Services (e.g., Web Hosting Services, SSL Certificates)

Full Refund (limited window):
- Within a specified timeframe after purchase (e.g., 30 days) if the client is unsatisfied with the service and has made a good faith effort to utilize it.
- Service not performed.
- Service disruption exceeding a specified timeframe (e.g., one service week for critical services).
Partial Refund (pro-rated based on unused service period):
- Cancellation with written notice before the next billing period begins (applicable to multi-annual services only).

3. One-Off Services (e.g., Onsite IT Services, Web Development)

Full Refund:
- Service not performed.
- Project cancellation with written notice before any work commences.

Credits Policy

Credits: Credits earned through any means (e.g., promotions, partial refunds, in place of refunds) can be used towards future services. Some restrictions may apply.
Expiration: Credits expire six (6) months from accrual.
Restrictions: Some services may have restrictions on credit use (see "Special Refund Terms").
Default Use: Credits are applied before additional charges until exhausted unless the credits are being banked.
No Cash Exchange: Credits cannot be exchanged for cash or third-party services.

Client Responsibility and Credit Usage

To ensure fair credit usage, Praxis AG discourages "stacking" of minor issues, possible refund scenarios, or credits in an attempt to claim a larger refund or credit later.

Credits are automatically applied towards service charges at the standard service rate until exhausted. This practice prevents "unjust enrichment" by ensuring clients don't receive services at a discounted rate through accumulated credits when the original service was purchased at a lower price.

Updates

We will provide reasonable notice (e.g., website banner) of any material changes to this policy. You are encouraged to visit our website from time to time to review policies that may affect new or existing services.