1. Scope of this policy
This policy applies to paid DigitxlLink services unless a proposal, statement of work, invoice, signed agreement, booking confirmation, or written project record says otherwise.
If a project document conflicts with this public policy, the project document controls for that engagement.
2. Discovery calls
Discovery calls and initial fit conversations are generally free unless a paid diagnostic, workshop, or advisory session is expressly quoted in writing.
3. Deposits and retainers
Deposits, setup fees, kickoff fees, and retainer payments reserve time and capacity. Once work has started, these payments are generally non-refundable except where the written project documents state otherwise.
If a project is canceled before kickoff and no meaningful preparation work has occurred, DigitxlLink may refund the unused portion after deducting payment processing fees, scheduling costs, and any work already performed.
4. Project cancellations
Clients may request cancellation by contacting DigitxlLink in writing. Fees for completed work, time spent, reserved capacity, third-party costs, payment processing, and approved expenses remain due.
- Audit and documentation work is billable once review, testing, research, drafting, or reporting begins.
- Remediation work is billable once code review, implementation, validation, or coordination begins.
- Custom deliverables, evidence packs, and consulting work are generally not refundable after delivery.
5. Rescheduling
We understand that access, approvals, and stakeholder calendars can shift. Rescheduling requests should be made as early as possible. Repeated delays, missed meetings, or unavailable access may require a revised timeline, new kickoff date, or reactivation fee.
6. Ongoing retainers
Monthly monitoring, support, maintenance, and compliance partnership retainers are billed for reserved availability and recurring service capacity. Unless a written agreement says otherwise, retainer fees are not refundable for a month that has already started.
Cancellation notice requirements for retainers are handled in the applicable proposal, invoice, or written agreement.
7. Refund requests
Refund requests must be sent to support@thedigitxllink.com with the client name, invoice number, payment date, service description, and reason for the request.
Approved refunds are generally returned to the original payment method when practical. Bank, card, and payment processor timing may vary.
8. Chargebacks and billing disputes
Please contact us before initiating a chargeback so we can review the issue and project record. DigitxlLink may pause work, portal access, delivery, or support while a payment dispute is unresolved.
9. Contact
Questions about refunds, cancellations, or billing can be sent to support@thedigitxllink.com. General service rules are addressed in our Terms of Service.