Refund & Cancellation Policy

Introduction

This Refund and Cancellation Policy outlines the terms and conditions regarding refunds and cancellations for services provided by Solenex ("we," "us," "our," or "Company"). Please read this policy carefully before engaging our services.

1. Service Categories

Our refund and cancellation policies vary depending on the type of service:

• Consulting Services: Custom technology consulting and strategic planning
• Managed Services: Ongoing IT management and support contracts
• Implementation Services: Software deployment and system integration projects
• Subscription Services: Recurring software licenses and cloud services

2. Cancellation Policy

2.1 Consulting Services

Consulting engagements may be cancelled with 48 hours notice. Any work completed up to the point of cancellation will be billed at the agreed hourly rate. No refunds will be provided for completed consulting work.

2.2 Managed Services

Managed service contracts may be terminated with 30 days written notice. Services will continue until the end of the notice period. Prepaid amounts for services not yet rendered will be refunded on a pro-rata basis.

2.3 Implementation Projects

Implementation projects may be cancelled at any time, subject to payment for work completed and any third-party costs already incurred. Project milestones achieved prior to cancellation are non-refundable.

2.4 Subscription Services

Subscription services may be cancelled at any time but will remain active until the end of the current billing period. No partial refunds will be provided for unused portions of the current billing period.

3. Refund Policy

3.1 Eligibility for Refunds

Refunds may be considered in the following circumstances:

• Service failure due to our fault that cannot be remedied within a reasonable timeframe
• Prepaid services not yet delivered at the time of cancellation
• Duplicate payments or billing errors
• Services cancelled within 7 days of contract signing (subject to work not yet commenced)

3.2 Non-Refundable Services

The following are generally non-refundable:

• Completed consulting hours or deliverables
• Third-party software licenses or subscriptions purchased on your behalf
• Custom development work that has been delivered and accepted
• Training services that have been provided
• Setup fees and initial configuration costs

4. Refund Process

To request a refund, please contact us at info@solenex.it with:

• Your account information and contract details
• Reason for the refund request
• Supporting documentation if applicable

We will review all refund requests within 5-10 business days and respond with our decision. Approved refunds will be processed within 10-15 business days using the original payment method.

5. Force Majeure

In cases of force majeure events (natural disasters, government actions, pandemic restrictions, etc.) that prevent service delivery, we will work with clients to reschedule services or provide appropriate refunds for undelivered services.

6. Dispute Resolution

If you are not satisfied with our refund decision, you may escalate the matter through our dispute resolution process by contacting our management team at info@solenex.it.

7. Microsoft Partner Services

For services related to Microsoft products and licenses purchased through our Microsoft Partner program, refunds are subject to Microsoft's policies and our ability to process returns through Microsoft's systems.

8. Policy Updates

We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after policy changes constitutes acceptance of the updated policy.

9. Contact Information

For questions about this Refund and Cancellation Policy or to request a refund, please contact us:

• Email: info@solenex.it
• Phone: +27 87 250 2479
• Address: South Africa

This policy is governed by the laws of South Africa.