Refund & Cancellation Policy

This Refund and Cancellation Policy ("Policy") governs all financial transactions between clients and NAXOS CONSULTANTS LLC ("NAXOS," "we," "us," or "our"). By engaging our Services or making a payment, you agree to the terms set forth below. This Policy is incorporated by reference into our Terms of Service.

1. General Principles

NAXOS provides professional consulting and cybersecurity services that require significant preparation, research, and expert time allocation prior to and during each engagement. Our refund policy reflects the nature of professional services, where value is delivered through expert knowledge and time — resources that cannot be recovered once committed.

We are committed to delivering high-quality services and will work with clients to address any concerns about service quality before processing any refund request.

2. Cancellation Policy — Consulting Sessions

Clients may cancel scheduled consulting sessions with a minimum of twenty-four (24) hours advance written notice for a full refund of fees paid for that session.

To cancel a consulting session, clients must provide written notice via email to [email protected] at least twenty-four (24) hours before the scheduled session start time. The cancellation is effective upon receipt of written confirmation from NAXOS.

Cancellations received less than twenty-four (24) hours before a scheduled session will not be eligible for a refund. The session fee will be forfeited, as NAXOS will have already allocated consultant time and resources.

3. No-Refund Policy — Commenced Work

No refunds are provided once technical audit work, consulting work, security assessment activities, or any deliverable preparation has commenced.

"Commencement" of work is defined as any of the following activities having taken place:

• Execution of a signed Statement of Work or service agreement;
• Initiation of any scanning, testing, or reconnaissance activities;
• Review of client-provided documentation, system architecture, or access credentials;
• Delivery of any preliminary findings, notes, or interim reports;
• Participation in a kickoff call or scoping session specific to the engagement;
• Any billable consultant time allocated to the engagement.

This policy applies to all service types, including Initial Security Assessments, Professional Consulting Retainer engagements, and Enterprise Custom Solutions.

4. Monthly Retainer Cancellations

The Professional Consulting Retainer is a month-to-month service billed in advance at the beginning of each billing period. The following terms apply:

• Cancellation before renewal: Clients may cancel their retainer subscription at any time by providing written notice at least twenty-four (24) hours before the next scheduled billing date. The cancellation will take effect at the end of the current paid billing period, and no further charges will be made.
• Refund for unused period: Retainer fees are non-refundable for any billing period in which consulting services have commenced, regardless of the volume of services utilized during that period.
• Immediate cancellation: If a client requests immediate cancellation after a billing period has started and no consulting work has commenced in that period, NAXOS will evaluate refund eligibility on a case-by-case basis.

5. Enterprise Project Cancellations

For Enterprise Custom Solutions, cancellation terms are defined in the applicable Statement of Work. In the absence of specific SOW provisions, the following default terms apply:

• Cancellation before project commencement: Full refund of any advance payments, less a non-refundable project setup fee of $500 to cover scoping and administrative costs.
• Cancellation after project commencement: Client is responsible for payment of all fees corresponding to work completed through the cancellation date, calculated at NAXOS's standard hourly rate of $250/hour for time spent. Any advance payments in excess of earned fees will be refunded.
• Cancellation after 50% project completion: No refund is available. Client is responsible for the full project fee as specified in the SOW.

6. Refund Process

To request a refund, clients must submit a written request to [email protected] with the subject line "Refund Request — [Company Name]" and include:

• The name of the company and primary contact;
• The service or engagement for which a refund is requested;
• The date of payment and amount paid;
• The reason for the refund request.

NAXOS will acknowledge receipt of refund requests within two (2) business days and provide a decision within five (5) business days. Approved refunds will be processed to the original payment method within seven (7) to ten (10) business days. Refunds processed via Stripe may take additional time to appear depending on your financial institution.

7. Service Quality Disputes

If you believe that NAXOS has failed to deliver services in accordance with the agreed scope and professional standards, please contact us at [email protected] within fifteen (15) days of receiving the deliverable in question. We will work with you in good faith to address the concern, which may include:

• Revision or supplementation of deliverables at no additional charge;
• A credit toward future services;
• A partial or full refund at NAXOS's discretion, depending on the nature of the issue.

Service quality disputes that cannot be resolved through good-faith negotiation are subject to the dispute resolution provisions in our Terms of Service.

8. Chargebacks

We encourage clients to contact us directly to resolve any payment disputes before initiating a chargeback with their payment provider. Unauthorized chargebacks for services that have been delivered in accordance with the agreed scope will be contested. NAXOS reserves the right to suspend services and pursue recovery of disputed amounts through available legal remedies.

9. Modifications to This Policy

NAXOS reserves the right to modify this Policy at any time. Changes will be posted on our website and will apply to engagements initiated after the effective date of the modification. For existing engagements, the version of this Policy in effect at the time of payment will govern.

10. Contact Us

For questions about this Policy or to submit a refund or cancellation request:

NAXOS CONSULTANTS LLC
5370 Las Verdes Circle, Apt 314
Delray Beach, FL 33484
Email: [email protected]
Phone: +1 (561) 668-1470