Refund & Cancellation Policy

1) Scope

This policy applies to service engagements with AxenNow related to planning and integration support for smart device setups. Specific terms may be confirmed in writing for a particular project.

2) Cancellations before work starts

If you cancel before any work begins, we may confirm a refund depending on payment method and processing constraints. Administrative processing time may vary.

• Submit cancellations via email to [email protected] with subject “Cancellation”.
• Include your name and the email used for the request.

3) Cancellations after work starts

If work has started, fees may be allocated to work completed (for example: discovery, planning documents, scenario drafts). Refunds, if any, are assessed based on completed deliverables and the stage of work.

• Discovery and planning time already spent may be non-refundable.
• Deliverables already shared (documents, checklists, scenario sets) may reduce any refundable amount.
• Where milestones were agreed, the current milestone status is used as reference.

4) Digital deliverables

Some services include digital deliverables such as documentation, device maps, or scenario lists. Once delivered, refunds may be limited because the deliverable can be retained and used. If a correction is needed due to an error in the deliverable, we will review and address it within the scope.

5) Rescheduling

If scheduling is required (e.g., remote session), you can request rescheduling. Reasonable rescheduling requests are typically accommodated depending on availability.

• Submit rescheduling requests via email with subject “Reschedule”.
• Provide preferred time windows and time zone (JST recommended for Tokyo engagements).

6) How to request a refund

To request a refund review:

1. Email [email protected] with subject “Refund request”.
2. Include your name, email used, and a brief reason.
3. We may ask clarifying questions to identify the relevant scope and deliverables.

7) Processing and timelines

If a refund is approved, processing time depends on the payment method and business institutions. We will confirm the decision and the next steps by email.

This policy does not create guarantees of refund; decisions are based on scope, stage of work, and applicable laws.

8) Disputes

If you disagree with a decision, contact us with “Dispute” in the subject line and include supporting details. We will review the request and respond with an explanation and, where appropriate, options for resolution.

9) Contact details

AxenNow G.K. • 1-9-2 Ginza, Chuo-ku, Tokyo 104-0061, Japan • +81 3-5520-1188 • [email protected]