Overview
Muxila provides custom-deployed digital services — AI agents configured for your website, integrated with your tools, and operated on an ongoing basis. Because this work is tailored and begins immediately, refunds are limited as described below.
This policy supplements our Terms of Service. Specific engagements may include additional terms in the Order; where an Order conflicts with this policy, the Order governs.
Before work begins
If you cancel after payment but before we start scoping, building, or configuring anything for your project, contact contact@muxila.com. We will issue a full refund at our discretion, minus any non-recoverable third-party costs already incurred on your behalf.
Setup and onboarding fees
Setup fees cover discovery, integration, agent configuration, knowledge-base work, and deployment — labor that cannot be transferred to another client once started.
Once work has begun, setup fees are non-refundable.
Recurring fees
- Recurring fees (e.g. monthly operation and maintenance) are billed in advance and renew automatically until cancelled.
- Cancel by emailing contact@muxila.com before your next billing date. The current billing period is not refunded; service continues through the end of that period.
- Past billing periods are non-refundable.
- If we materially fail to deliver the agreed monthly scope due to our fault, we will issue a pro-rated credit or refund for the affected portion of that period.
What refunds do not cover
Refunds are generally not available for:
- third-party costs (AI API usage, hosting, telephony, platform fees, etc.) whether passed through or included in your invoice,
- delays caused by missing credentials, content, approvals, or direction changes on your side after work has started,
- business outcomes (conversion rates, sales volume, booking counts) that depend on factors outside our control,
- downtime, API changes, or account issues on third-party platforms (Shopify, booking systems, SMS providers, etc.),
- features or integrations outside the agreed scope in your Order.
Chargebacks
Contact us first if you have a billing concern. Initiating a chargeback without attempting to resolve the issue may be treated as a breach of our Terms and can result in immediate suspension of services and recovery of processor and administrative costs.
How to request a refund
Email contact@muxila.com from the billing address on file. Include your invoice or Order reference and a clear explanation of your request. We review requests within 5 business days. Approved refunds are processed within 7 business days to the original payment method.
Consumer rights
Nothing in this policy limits non-waivable rights you may have under the consumer protection laws of your country of residence.
Changes
We may update this Refund Policy. Changes apply to new engagements after the “Last updated” date. Existing Orders are governed by the policy in effect when they were signed.