MatrixKloud is committed to delivering high-quality technical services. If you are not satisfied with what we have delivered, we want to hear from you. This policy outlines when refunds are available and how to request one.
1. Our Commitment
We aim to resolve concerns before they become refund requests. If you have a problem with a delivered service, contact us within 7 days of delivery and we will work to make it right — whether that means additional work, a revised solution, or a partial credit.
We encourage open communication throughout every engagement. Most service issues can be resolved without a formal refund when raised early.
2. When Refunds Are Eligible
Refunds may be granted in the following circumstances:
Service Not Delivered
MatrixKloud failed to deliver the agreed service or deliverable within the agreed timeframe, and no resolution was reached.
Critical Scope Failure
The delivered work has a fundamental deficiency that prevents it from functioning as agreed, and MatrixKloud is unable to rectify it within a reasonable period.
Accidental Overpayment
A billing error resulted in a duplicate charge or payment in excess of the agreed amount.
Cancelled Before Work Begins
You cancel a project after paying a deposit and before any work has commenced. The full deposit is refundable in this case.
3. Non-Refundable Situations
The following are generally not eligible for refund:
Completed Consulting & Audit Work
Technical audits, security reviews, or consulting hours where the report or findings have been delivered.
Work in Progress — Scope Changes
Fees for work already completed if you change scope, cancel, or decide to go in a different direction mid-project.
Recurring Plan — Current Period
Monthly support or maintenance fees for the current billing cycle once work has commenced for that period.
Third-Party Costs
Costs incurred on your behalf — software licences, domain registrations, hosting fees, API costs — are non-refundable as they are charged by external providers.
Dissatisfaction with Scope Delivered as Agreed
If the delivered work matches the agreed scope but you are unhappy with the outcome for reasons outside the scope, this is not eligible for a refund. We recommend engaging us for scoping discussions before work begins.
4. Partial Refunds
In situations where some but not all of the agreed work was delivered, MatrixKloud may offer a pro-rata partial refund calculated against the value of undelivered work. For recurring support plans cancelled mid-cycle after work has begun, we may offer a credit toward a future engagement rather than a cash refund.
5. How to Request a Refund
Contact Us
Email partner@matrixkloud.com with your invoice number, service details, and a clear description of the issue.
Review
We will review your request and may follow up with questions. We respond within 3–5 business days.
Resolution
Approved refunds are processed via the original payment method within 7–14 business days.
Contact for Refund Requests
Email: partner@matrixkloud.com
Include: invoice number, service name, date of issue, and what outcome you are requesting.
6. Additional Notes
MatrixKloud reserves the right to decline refund requests that do not meet the criteria above, or where the request is made more than 30 days after the issue arose.
This policy does not affect any statutory rights you may have under applicable consumer protection laws. Where local law requires different terms, those terms apply.
We may update this Refund Policy from time to time. The most recent version will always be available at this URL with the updated date shown above.