Refund Policy

Overview and Scope

This Refund Policy applies to all payments made to ROLIX Engineering Consultancy in connection with any service engagement, including but not limited to CAD design, 3D modeling, engineering documentation review, IoT consulting, and technical product support.

This policy forms part of the broader contractual relationship between ROLIX and the Client as described in the ROLIX Terms of Service. In the event of any conflict between this Refund Policy and a specific Project Agreement, the terms of the Project Agreement shall prevail.

By making any payment to ROLIX, the Client acknowledges that they have read, understood, and agreed to this Refund Policy in its entirety.

Nature of Our Services

ROLIX provides bespoke engineering consultancy services. Every project undertaken by ROLIX involves the creation of custom technical work — including engineering drawings, 3D models, technical reports, and specialized documentation — that is produced exclusively to meet the specific requirements, specifications, and standards of each individual Client.

Because our work is custom-created and cannot be resold, repurposed, or transferred to another client, the general principles of product return policies do not apply to ROLIX Services. Engineering time, specialist knowledge, and software resources are committed from the moment work commences, and that time cannot be recovered once invested.

This fundamental characteristic of our business means that refunds are assessed on a case-by-case basis with reference to the specific circumstances of each engagement, the amount of work completed, and the reason for any refund request.

Deposit Policy

ROLIX requires a deposit prior to commencement of work on any project engagement. The deposit amount is specified in each Project Agreement and is typically fifty percent (50%) of the total agreed project fee, though this may vary for larger or more complex engagements.

The deposit serves to secure ROLIX's engineering capacity, cover initial project setup and planning time, and compensate ROLIX for declining other projects during the reserved project period. These costs are incurred regardless of whether the project proceeds to completion.

Clients are strongly advised to confirm that they are fully committed to proceeding with a project before making a deposit payment, as the deposit will not be returned if the Client subsequently decides not to proceed.

Eligibility for Refunds

A refund of fees paid (excluding the non-refundable deposit) may be considered in the following circumstances:

• ROLIX Failure to Deliver. Where ROLIX fails to deliver the agreed Deliverables within a reasonable period beyond the timeline specified in the Project Agreement, and such failure is due to reasons within ROLIX's control and not the Client's actions or inactions, the Client may be eligible for a partial or full refund of fees paid for undelivered work.
• Material Non-Conformance. Where Deliverables are delivered but materially fail to conform to the specifications expressly set out in the Project Agreement, and ROLIX has been given a reasonable opportunity to remedy the non-conformance through the revision process and has been unable to do so, a partial refund may be considered.
• ROLIX-Initiated Cancellation. Where ROLIX cancels a confirmed project engagement without valid cause prior to completion of the work, fees paid for undelivered work will be refunded in full, excluding the deposit if substantive work has already commenced.
• Duplicate Payment. Where a Client makes an accidental duplicate payment for the same invoice, the duplicate amount will be refunded in full upon verification.

All refund requests must be submitted in writing to rolix.ltd@atomicmail.io and must include a clear description of the grounds for the request, the relevant Project Agreement reference, and any supporting documentation.

Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

• The Client changes their mind about the project direction, product concept, or business strategy after work has commenced.
• The Client provided incomplete, inaccurate, or insufficient information that materially affected the quality or direction of the Deliverables, and ROLIX performed the work in good faith based on information available at the time.
• The Client is dissatisfied with stylistic or subjective aspects of the Deliverables that were not expressly defined as requirements in the Project Agreement.
• The Client's project is cancelled, postponed, or abandoned for commercial, financial, or personal reasons unrelated to ROLIX's performance.
• The Client fails to provide timely feedback, approvals, or required information causing delays, and subsequently cancels the project.
• The Deliverables do not meet third-party certification, regulatory approval, or manufacturing acceptance standards, unless ROLIX expressly guaranteed such compliance in writing in the Project Agreement.
• The Client has approved or accepted Deliverables (expressly or by conduct) and subsequently decides that changes are required.
• The project has been completed and final Deliverables have been delivered in accordance with the Project Agreement.
• Any deposit amount, regardless of the circumstances of project cancellation (except as noted in Section 03).

Partial Refunds

Where a project engagement is terminated before completion and a refund is determined to be appropriate, the refund amount will be calculated based on the proportion of work not yet completed or delivered at the time of termination, less any costs already incurred by ROLIX including the non-refundable deposit.

ROLIX will provide the Client with a written breakdown of work completed, work in progress, and the basis for any partial refund calculation. This calculation will be made in good faith by ROLIX and will take into account the nature of the work performed and the resources committed.

Work-in-progress files and partial Deliverables completed up to the point of termination will be provided to the Client upon request, provided that all amounts owed to ROLIX (net of any agreed refund) have been settled.

Partial refunds are processed in the same currency and through the same payment method as the original payment where technically possible.

Refund Process and Timelines

To request a refund, the Client must submit a written request to rolix.ltd@atomicmail.io. The request should include:

• The Client's full name and company name (if applicable).
• The Project Agreement reference number or description.
• The invoice number(s) and payment amount(s) in question.
• A clear description of the grounds for the refund request.
• Any supporting documentation or evidence relevant to the request.

ROLIX will acknowledge receipt of a refund request within two (2) business days and will provide a substantive response, including a decision or request for further information, within ten (10) business days of receiving a complete request.

Where a refund is approved, ROLIX will process the refund within fourteen (14) calendar days of the approval date. Refunds will be issued via the same payment method used for the original transaction where possible. Bank transfer fees or payment processing fees associated with the refund may be deducted from the refund amount where applicable.

ROLIX is not responsible for any delays in refund receipt caused by the Client's banking institution or payment processor.

Disputes and Resolution

If a Client disagrees with a refund decision made by ROLIX, they may escalate the matter by submitting a formal written dispute to rolix.ltd@atomicmail.io. ROLIX will review the dispute and provide a final written response within fifteen (15) business days.

ROLIX is committed to resolving all client concerns fairly and professionally. Our goal is always to ensure that our Clients are satisfied with the quality and value of our engineering work. In cases of genuine service failure attributable to ROLIX, we will act promptly and reasonably to remedy the situation.

If a dispute cannot be resolved through direct communication, the matter shall be subject to the dispute resolution provisions set out in Section 12 of the ROLIX Terms of Service. Clients may also have rights under applicable consumer protection laws in their jurisdiction that supplement or modify the provisions of this policy.

Initiating a chargeback or payment dispute through a bank or payment processor without first attempting to resolve the matter directly with ROLIX is a breach of these terms and may result in the immediate suspension of any ongoing or future engagement. ROLIX will contest any chargeback that it considers to be unjustified with full supporting documentation.

Contact Information

For all refund requests, payment queries, or billing concerns, please contact ROLIX using the details below. We aim to respond to all written communications within two (2) business days.