1. Applicability

This Refund and Cancellation Policy applies to all payments made to Seranex for digital services, including but not limited to discovery workshops, product design, software development, AI integrations, retainers and support agreements.

2. Nature of Services

Seranex provides bespoke, service-based and project-based digital solutions. We do not sell physical goods. All work is planned, resourced and executed based on your written approval (proposal, quotation or email confirmation).

3. Payment Channels

Online card payments and local payment methods are processed securely through our payment partner PayHere. Once a payment is authorised by your bank or payment provider, we receive a confirmed transaction reference which is recorded against your project.

4. Cancellations Before Project Start

If you request a cancellation before we begin any project work (no discovery sessions held, no deliverables produced and no environments provisioned), we may process a refund of up to 100% of the amount paid, less any unavoidable payment gateway or banking charges.

5. Cancellations After Project Start

Once work has commenced on your engagement, refunds are evaluated on a case-by-case basis. In such cases, any refundable amount will be calculated after deducting:

Effort already spent by the team,
Third-party licenses, infrastructure or tooling costs provisioned for you, and
Any non-recoverable payment gateway or banking fees.

6. Non-Refundable Payments

The following fees are generally non-refundable:

Completed discovery and consulting sessions,
Design, source code or other deliverables already handed over,
Retainer fees for periods where services have been available, and
Any expressly marked non-refundable deposit in your proposal or invoice.

7. How to Request a Refund

To request a refund or cancellation, please email us at info@seranex.org within seven (7) days of the original payment, including:

Your full name and company name,
Invoice or transaction reference, and
A brief description of the reason for the cancellation or refund.

We will acknowledge your request and respond with an outcome or a clarification request within five (5) working days.

8. Chargebacks

If a chargeback is initiated with your card issuer or bank without first contacting Seranex to resolve the matter, we reserve the right to suspend ongoing work, withhold deliverables and dispute the chargeback with evidence of the services rendered.

9. Governing Law

This Refund and Cancellation Policy is governed by the laws of Sri Lanka. Any disputes arising in connection with payments or refunds shall be subject to the exclusive jurisdiction of the courts of Sri Lanka.

Refund & Cancellation.