Documents
Refund & Cancellation Policy
Published 30 October 2026
Effective date: the date of publication of this document on the Website.
This Policy governs the cancellation of services and the calculation of refunds at Axon System Lab ("Studio", "we") and forms an integral part of the Terms of Service. An individual contract or Offer prevails over this Policy.
1. General procedure for requests and payments
1.1.A request to cancel a service or for a refund is sent to legal@axonsl.com (copy via Telegram: https://t.me/axonslbot), stating the invoice/Offer number and the reason.
1.2.The request is reviewed and a calculation is provided within 10 business days.
1.3.Once a refund is confirmed, the Studio initiates the transaction within 5 business days in US dollars (USD) to the original payment details or by another agreed method. Crediting by correspondent banks and payment systems usually takes 10–15 business days and is beyond the Studio's control.
1.4.Non-refundable payment gateway fees and currency conversion costs are deducted from the refund amount, except for refunds under the CLIENTS guarantee (clause 5.6).
2. Cancellation of development services (websites, apps, AI assistants, integrations)
| Stage of cancellation by the Client | Settlement and refund terms |
|---|---|
| Before work actually starts | 100% of the amount paid is refunded, less the non-refundable production slot booking fee (10% of the total Project price), paid Third-Party Services and gateway fees |
| During work (before acceptance of the current stage) | The amount paid is refunded, less the cost of completed stages, the proportionate share of the current stage and expenses incurred |
| For accepted stages (including tacit acceptance) | Payment for accepted stages is non-refundable |
| After final delivery or publication of the Project | No refund; 30-day warranty support for fixing errors applies |
2.2.Base allocation of the development price by stage (unless the Offer states otherwise): analysis and prototyping — 25%; design — 30%; programming and build — 35%; testing and launch — 10%.
2.3.Under 50/50 payment, if at the time of the Client's cancellation the work actually performed exceeds 50%, the Client shall pay the difference for the work actually performed. If the Project is closed because the Client has not responded for more than 60 days (clause 5.2 of the Terms of Service), the settlement follows the table above.
2.4.If the contract is terminated by the Studio (without a breach by the Client), the Client receives a full refund for the work not performed.
3. Third-Party Services and monthly maintenance
3.1.Amounts spent on Third-Party Services (domains, server capacity, licences, APIs, app store fees) are non-refundable. Where possible, the Studio transfers administration rights to the relevant accounts to the Client.
3.2.The monthly maintenance subscription may be cancelled by the Client before the next billing date. Payment for the current billing month is not refunded; services are provided until the end of the paid period.
4. Cancellation of the CLIENTS programme before the cycle ends
4.1.If the Client cancels the CLIENTS programme before the first guarantee period begins, the Studio retains 20% of the package price (USD 200) for the preparatory work performed (preparation of the programme, script and instructions) and refunds USD 800.
4.2.After the first guarantee period begins, early cancellation of the programme by the Client voids the CLIENTS guarantee, and the amount paid (USD 1,000) is not refunded in this case. If CLIENTS was purchased together with development, settlements for development and for the CLIENTS programme are made separately.
5. CLIENTS programme guarantee terms
The individual CLIENTS contract prevails over this section.
5.1.Period target. The programme runs in 30-day billing periods. The target of each period is for the Client to receive at least USD 1,000 in confirmed payments from clients attracted by the Studio in that period. A payment counts towards the period of the attracted client's first contact, even if the transaction takes place later (but no later than the date of the final results under clause 5.6).
5.2.Free extension. If the target (USD 1,000 in payments) is met in any period, the Studio's guarantee obligations are deemed fully performed. If the target is not met after 30 days, the Studio continues to provide the services in the next period free of charge. The maximum number of periods is 6 (one main period and up to five additional ones).
5.3.Full refund condition. The Studio refunds 100% of the CLIENTS package price (USD 1,000) if both conditions are met after all 6 periods:
1) the USD 1,000 target was not met in any of the six periods individually;
2) total confirmed payments from attracted clients over all 6 periods combined did not exceed USD 1,500.
If total revenue from attracted clients over 6 periods exceeded USD 1,500, the guarantee is deemed fulfilled.
5.4.Confirmed payments. Actual receipts for the Client's paid services are counted if verified by payment system/bank statements or recorded in the Studio's analytics and tracking system (less refunds/chargebacks to clients).
5.5.Client's reciprocal obligations (conditions for keeping the guarantee):
- provide slots for free introductory consultations in each 30-day period according to the price scale of the main service: at USD 50 — 20 places; USD 100 — 10 places; USD 250 — 4 places; USD 500 — 2 places (for other prices, the quota is fixed in writing before the start);
- keep to the agreed offer parameters and the recommended structure of diagnostic meetings;
- provide accurate data on payments received weekly (and no later than 2 business days after the close of each period).
If these conditions are breached and the breach is not remedied within 3 business days of notice, the guarantee is voided.
5.6.Claim and payment procedure. A guarantee refund claim with the final reconciliation of payments attached is sent to legal@axonsl.com within 30 calendar days after the end of the sixth period (after this deadline the right to a refund ends). The USD 1,000 payment is initiated within 5 business days after the data is verified, without any fees deducted by the Studio.
6. Payment disputes (chargebacks) and language of the document
6.1.Initiating a forced reversal of a payment through a bank (chargeback) for services actually provided, bypassing the claims procedure, is a material breach of the contract and results in suspension of service, with the evidence provided to the acquirer.
6.2.In case of discrepancy between language versions of this Policy, the English version prevails.