Cancellation & refund policy

This policy explains how cancellation and refund requests are handled for ALTIVEX consulting, advertising, web and analytics services.

1. Scope and order of priority

This policy applies unless an accepted Proposal states different cancellation, milestone or refund terms. The Proposal controls for that engagement. Because ALTIVEX services involve reserved time, custom work and third-party commitments, eligibility depends on the stage and nature of delivery.

2. Before work begins

If you cancel before work begins, amounts paid may be refunded, less non-refundable payment processing charges where lawful and any third-party cost or reserved resource already authorised and committed for your engagement.

3. One-time projects and milestones

After work begins, fees attributable to discovery, planning, production, completed milestones, delivered files, reserved capacity and approved expenses are non-refundable. If a prepaid project is cancelled before completion, we will review progress and calculate any refundable balance after deducting work performed and committed costs.

4. Recurring services

Recurring services may be cancelled with the notice stated in the Proposal. Cancellation normally takes effect at the end of the current paid service period. Once work or capacity has been allocated for a billing period, that period is non-refundable except where required by law or where ALTIVEX agrees otherwise in writing. Cancellation stops future renewals; it does not erase amounts already due.

5. Third-party and media costs

Advertising spend, platform charges, domains, hosting, licences, premium plugins, stock assets, contractors and other third-party costs are non-refundable once purchased, used or committed. Refunds from a third party remain subject to that provider’s rules and processing times.

6. Delivered digital work

Completed strategy documents, reports, designs, code, configurations and other digital deliverables are generally non-refundable after delivery or access. If a deliverable materially differs from the accepted scope, notify us promptly and allow a reasonable opportunity to investigate and correct the issue.

7. Duplicate or incorrect charges

Verified duplicate charges will be refunded. If you believe a payment amount is incorrect, contact us promptly with the invoice or transaction details so we can investigate.

8. How to request a cancellation or refund

Email contact@altivex.io with your name, company, invoice or engagement reference, payment date and a clear explanation of the request. Do not send full card details. We may request reasonable information to verify the payer and transaction.

9. Review and decision

We review requests in good faith against the accepted Proposal, work records, delivery status and applicable law. Submission of a request does not guarantee a refund. We will communicate the decision and, where relevant, the calculation in writing.

10. Refund processing time

If approved, a refund is normally submitted to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to display the credit. Currency conversion or bank charges are controlled by the relevant provider.

11. Payment disputes

Please contact us before starting a chargeback so we have an opportunity to review the matter and provide a fair resolution. This does not limit any non-waivable right you may have with your bank, card issuer or under applicable law.

12. Contact

Altivex LLC
30 N Gould St Ste R
Sheridan, WY 82801, United States
contact@altivex.io
+1 (251) 358-0455

Last updated: 19 August 2026