Claydex — legal
Claydex Refund and Cancellation Policy
Last updated August 27, 2025
At Claydex, we prioritize our users' satisfaction and stand firmly behind the quality of our products and services. We understand that each user's situation is unique, and thus, we handle refunds and cancellations on a case-by-case basis with the ultimate objective of ensuring customer satisfaction. This Refund and Cancellation Policy ("Policy") outlines the terms and conditions under which refunds and cancellations are processed.
This Policy is an integral part of the Claydex Terms of Use. In the event of any inconsistency between this Policy and the Terms, the Terms shall prevail.
1. Scope
This Policy applies to all services sold directly by Claydex, including but not limited to:
- Software subscriptions purchased through claydex.io
- Custom software design and development engagements
- Related consulting and support services
(collectively, the "Services"). Products operated by Claydex under their own brands (such as Noqen or Klaas) are sold under their own terms and refund policies on their own sites; this Policy does not cover them.
2. General Provisions
- Claydex reserves sole discretion to determine eligibility for refunds and to process cancellations.
- Refunds are generally not available once work on a Service has commenced.
- Claydex may otherwise issue refunds at its discretion, considering:
- Status of service provision
- Timing of the request
- Costs incurred by Claydex
3. Plan Upgrades and Downgrades
Upgrades
- An Upgrade increases the scope, features, or duration of your current plan.
- Users may request upgrades at any time. Approval is at Claydex's discretion.
- Upgrades require payment of additional fees, and the new terms take effect upon receipt of payment.
Downgrades
- A Downgrade reduces the scope or features of your plan.
- Downgrades are allowed only after the completion of a 12-month service period.
- Approval is at Claydex's discretion and will be based on service stage, incurred costs, and feasibility.
- No refunds are issued for Downgrades, and changes take effect after the current 12-month period ends.
4. Cancellation Policy
- Users commit to a 12-month engagement period ("Commitment Period").
- Users cannot unilaterally cancel subscriptions before the Commitment Period ends.
- Cancellations are only effective after the 12-month period, in accordance with the billing cycle or Terms.
- Early cancellation of monthly plans may incur a penalty equivalent to two months of subscription fees, payable within five business days. Claydex reserves legal rights for compensation if the penalty is unpaid.
5. Procedure for Requesting Refunds or Cancellations
- Submit a written request to: web@claydex.io
- Include:
- Full name and contact information
- Company name (if applicable)
- Details of the service or plan
- Statement requesting refund or cancellation
- Optional explanation of reasons for request
- Claydex will review requests considering:
- Terms of the plan
- Service completion stage
- Costs incurred
- Provided reasons
- Review may take up to 14 business days.
- Decision and details regarding refund amounts, cancellation fees, or other relevant information will be communicated via the same channel used for submission.
6. Refund Processing Times
Once approved, refunds will be processed according to the following timeline:
- Card Payments (via Stripe): 5-10 business days
- PayPal: 3-5 business days
- Bank Transfers: 7-14 business days
- Other Payment Methods: Processing times may vary
Note: Refunds will be issued to the original payment method used for the purchase.
7. Non-Refundable Items
The following are generally non-refundable:
- Third-party costs incurred on your behalf
- Services already rendered or completed
- Custom software development after work has begun
- Services terminated due to violation of Terms of Use
- Services used for fraudulent or illegal purposes
8. Dispute Resolution
If you disagree with our refund or cancellation decision:
- You may request a secondary review by contacting web@claydex.io
- Provide detailed information and any supporting documentation
- Claydex will conduct a final review within 10 business days
- The decision on the secondary review will be final and binding
9. Modifications and Amendments
- Claydex may modify or amend this Policy at any time.
- Changes take effect immediately upon publication on the Claydex Website or application.
- Users are encouraged to regularly review this Policy. Continued use of Services constitutes acceptance of revised terms.
10. Governing Law
- This Policy is governed by the laws of the State of Delaware, USA, without regard to conflict-of-law principles.
- Users consent to the exclusive jurisdiction and venue of courts located in Lewes, Delaware, USA for any disputes arising under this Policy.
11. Contact Information
For questions about refunds, cancellations, or this policy: