Refund Policy

Creovix Hub provides customized digital services. Because creative, design, development, strategy, and integration work is tailored to each client, completed work is generally non-refundable unless otherwise agreed in writing.

This policy explains how refund requests are reviewed fairly while protecting both client interests and the time already invested by our team.

Deposits reserve project time, begin planning, and cover initial work. Deposits are generally non-refundable once work has started or project capacity has been reserved.

If no work has started and no third-party costs have been incurred, Creovix Hub may review a deposit refund request on a case-by-case basis.

Fees for completed work, delivered concepts, approved milestones, development work, strategy sessions, integrations, or final files are generally non-refundable.

If a project is delivered according to the agreed scope, a refund will not normally be issued because the client changes direction, no longer needs the service, or delays approval.

Revision rounds are used to refine work within the agreed scope. A request for revisions does not automatically qualify for a refund.

If you are dissatisfied, contact us with specific feedback so we can review the issue and determine whether further revisions, corrections, or another reasonable solution is appropriate.

If a client cancels after work has begun, Creovix Hub may retain payment for completed work, time spent, reserved capacity, project administration, and non-refundable third-party costs.

If a project is abandoned because the client does not provide required information, access, content, or feedback within a reasonable time, paid amounts may be treated as compensation for reserved project time and completed work.

If you accidentally make a duplicate payment for the same invoice or order, contact us as soon as possible with proof of payment.

Verified duplicate payments will be refunded or credited after review, subject to any payment gateway processing rules.

If a technical payment error occurs, such as a charge without confirmed order creation, failed checkout with debit confirmation, or gateway timeout, we will work with the relevant payment provider to verify the transaction.

Payment providers such as Paystack and Stripe may require time to investigate and reverse or settle funds. Creovix Hub does not control bank or gateway processing timelines.

To request a refund review, email support@creovixhub.com with your name, invoice or transaction reference, payment date, service purchased, and a clear reason for the request.

We may ask for supporting details, screenshots, transaction IDs, or project context before making a decision. Approved refunds will usually be returned to the original payment method where possible.

Approved refunds may take several business days to appear, depending on the payment provider, issuing bank, card network, mobile money provider, or settlement process.

Gateway charges, exchange rate differences, bank fees, or third-party costs may not be refundable unless required by applicable law or explicitly agreed in writing.

Refund questions can be sent to support@creovixhub.com. For urgent payment issues, you may also contact us on WhatsApp at +254714756145.