Current as of November 12, 2026

Refund Policy

At Intelligent Innovations Limited (hereinafter referred to as “IIL”), we value our Clients and our utmost priority is to ensure Client satisfaction. We are committed to providing excellent services. However, in the event where our solutions may be unsatisfactory to our Clients for reasons completely beyond our control a refund may be processed in accordance to this refund policy. This refund policy will explain your rights, the procedure, rules and guidelines relating to the return and refund for the service paid for. We advise you to read this Refund Policy

For the purposes of this Policy, “Products and Services” means all products, solutions, services, subscriptions, licenses, deliverables and other offerings developed, supplied, licensed, operated, distributed or provided by Intelligent Innovations Limited (“IIL”), whether directly or through an authorised third party.

These include, without limitation, software applications and digital products; bespoke software and product development; technology consulting and advisory services; product design, research, innovation and development; systems integration; business process and workflow automation; IT infrastructure management, maintenance and technical support; cloud-based solutions; marketing automation, growth and optimisation services; implementation, deployment, configuration, training and ongoing support services; subscription-based and other electronically supplied services; and any associated upgrades, enhancements, add-ons, renewals, maintenance or related services offered by IIL from time to time including all offerings provided by IIL as at the effective date of this Policy, any offerings introduced or provided by IIL in the future, and any offerings provided by IIL that are not listed, advertised or otherwise featured on its website.

Refundable service

A product or service shall qualify as a Refundable Service where:

The eligibility of a product or service for a refund shall be assessed in light of the nature of the product or service, the extent of performance or delivery, any applicable cancellation terms, the amounts properly attributable to work completed and costs incurred, and the circumstances giving rise to the refund request.

Qualification as a Refundable Service does not automatically entitle a Client to a full refund. Any refund shall be determined in accordance with the applicable provisions of this Policy, the relevant agreement and applicable law.

  • IIL has expressly designated the product or service as refundable in the applicable service description, proposal, order confirmation or written agreement;
  • the product or service has not been delivered, performed or made available to the Client to the extent paid for, and a refund is due under this Policy or the applicable agreement;
  • a refund is otherwise required by the applicable agreement or applicable law.

Reasons why a Refund May Be Issued

We have every incentive to keep our Clients happy by providing a quality service. To promote Client satisfaction, we reserve the right to reverse a sale, including but not limited to the following:

  • If the Client provides a valid reason for requesting a refund within 14 days of purchase;
  • If the service for which the Client is requesting a refund falls under refundable service;
  • If the customer provides a valid report that the charge was fraudulent or unauthorized;
  • For any other reason that we deem appropriate.

General Refund Principles

Refund eligibility shall depend on the nature of the product or service purchased, the stage of performance, the applicable contractual terms and the circumstances giving rise to the refund request. Unless otherwise expressly agreed in writing or required by applicable law, payments made for services already performed, deliverables already supplied or work completed in accordance with the agreed scope of engagement shall be non-refundable.

Payment of a deposit, advance fee or milestone fee does not, by itself, entitle a customer to a refund where IIL has commenced or performed the corresponding work.

IIL shall consider each refund request fairly and in accordance with this Policy, the applicable service agreement and any mandatory requirements of applicable law. Nothing in this Policy shall exclude or limit any right to a refund or other remedy that cannot lawfully be excluded or limited.

Refunds for Project Milestones

Where a project is divided into phases or milestones, fees attributable to each phase or milestone shall be treated in accordance with the applicable project proposal, statement of work or service agreement.

Cancellation after Commencement

Where you cancel a project before IIL commences work, IIL shall retain a fixed cancellation fee equivalent to 15% of the total project fee and any remaining amount paid by you shall be refunded.

Where you cancel a project after work has commenced, IIL may deduct from any refundable amount:

Any remaining balance shall be refunded where a refund is due under the applicable agreement and this Policy.

  • A fixed non-refundable deposit equivalent to 20% of the total project fee;
  • fees for work completed up to the effective date of cancellation;
  • fees for deliverables completed or made available in accordance with the applicable agreement;
  • reasonable and documented costs incurred specifically for the project, including approved third-party expenses and non-cancellable commitments; and
  • any other amounts properly due under the applicable agreement or permitted by law.

Refunds for Digital Products and Subscriptions

This section applies to digital products, software subscriptions, online services, licences, recurring service plans and other electronically supplied products or services offered directly by IIL.

Where a refund is approved for a subscription or digital service, the refund shall be limited to the amount properly refundable under the applicable product terms and circumstances. However, IIL shall consider relevant factors in the determination of this including but not limited to the extent of the Client’s use of the subscription service, the reason for the refund request, any negligence or breach of obligation by IIL, and the applicable product terms and law.

Where a digital product is purchased through a third-party platform or payment provider, the applicable platform's refund procedures may also apply. IIL shall not be responsible for amounts collected and controlled exclusively by a third party, except to the extent required by law or expressly agreed by IIL.

Duplicate, Erroneous and Unauthorised Payments

If you believe that you have made a duplicate payment, paid an incorrect amount or been charged for a product or service you did not purchase, you should notify IIL promptly using the contact details in this Policy. IIL may request reasonable supporting information, including transaction references, payment receipts, the date of payment and the amount charged, to enable it to investigate the claim.

Where a duplicate or erroneous payment is verified, the excess amount shall be refunded within a reasonable period, subject to verification and any applicable payment-processing requirements. Claims involving unauthorised transactions may require further investigation and, where appropriate, referral to the relevant bank, payment service provider or platform.

Cancellation by IIL

IIL may cancel, suspend or discontinue a product or service where permitted by the applicable agreement or law, including where:

Where IIL cancels a paid service for reasons attributable to IIL and not arising from your breach, IIL shall assess and provide any refund due for prepaid services not delivered, subject to the applicable agreement and law. This will be done after a notification of cancellation, explaining the effective date and any applicable refund arrangements.

Where cancellation results from your material breach, the financial consequences shall be determined in accordance with the applicable agreement and applicable law.

  • you materially breach the applicable agreement and fail to remedy the breach within any applicable cure period;
  • you fail to make a required payment after receiving any applicable notice;
  • performance becomes unlawful or is prevented by circumstances beyond IIL's reasonable control; or
  • the product or service is discontinued in accordance with the applicable contractual terms.

Circumstances in Which Refunds May Be Declined

Subject to applicable law and the terms of the relevant agreement, IIL may decline a refund request where:

  • the relevant services have been fully performed or the applicable deliverables have been supplied in accordance with the agreement;
  • the request concerns a failure to achieve an outcome that IIL did not expressly guarantee;
  • the claimed issue results from circumstances outside IIL's responsibility, including the customer's systems, third-party services or the customer's failure to comply with documented requirements, except where IIL remains responsible under the applicable agreement or law; or
  • the request is otherwise inconsistent with the applicable agreement and no mandatory legal right to a refund applies.
  • Pre-agreed fixed non-refundable deposit

How to Request a Refund

To request a refund, please send an email to info@intelligentinnovations.co with the subject line “Refund Request”. Your request should include:

IIL may request additional information reasonably necessary to verify the transaction and assess the request. Submission of a refund request does not guarantee approval as IIL shall review the request in accordance with this Policy, the relevant agreement and applicable law.

Where a refund is approved, IIL shall initiate the refund within ten (10) business days of approval, unless a different period is required by the applicable payment provider, agreement or law.

  • your full name or the name of your organisation;
  • the email address associated with the transaction;
  • the product or service purchased;
  • the date and amount of payment;
  • the transaction reference or payment receipt;
  • the reason for the refund request; and
  • any relevant supporting documents.

Abuse of the Refund Policy

Clients requesting serial or repeated refunds may be blocked from making further purchases. Clients who violate our terms of service may have their right of refund revoked.

Amendments to This Policy

IIL may amend this Policy from time to time to reflect changes in its products, services, business practices or applicable legal requirements. The updated Policy shall be published on IIL's website with a revised effective date.

Contact

For enquiries or complaints, please contact us via mail - info@intelligentinnovations.co.