Oh no, we really hope this isn't why you're here!
But don’t worry—this policy exists to keep everything transparent and fair for both of us

The cancellation policy is established to ensure transparency, fairness, and clarity in cases where a contract between Edgee and its clients needs to be canceled. This policy is an integral part of the collaboration process, helping both parties understand their rights, responsibilities, and obligations in any situation.

1. PURPOSE

The cancellation policy aims to:

• Protect the rights and responsibilities of both parties during the collaboration process.

• Minimize risks arising from changes or cancellations of the project.

• Ensure clarity, transparency, and professionalism in Edgee's workflows.

• Flexibly address unforeseen situations while maintaining the quality and efficiency of the work.

2. SCOPE OF APPLICATION

This policy applies to all website design and development service contracts signed with Edgee, including:

• Reservation deposit agreements.

• Official contracts.

This policy does not apply to additional services that have been completed or delivered, including but not limited to:

• Periodic maintenance.

• SEO optimization.

• Services beyond the scope of the main contract.

For cancellations due to force majeure (natural disasters, pandemics, wars, etc.), Edgee and the client will negotiate in good faith to arrive at a mutually agreeable solution.

3. FOR RESERVATION DEPOSIT AGREEMENTs

This section applies to clients who sign a reservation deposit agreement when Edgee’s schedule is fully booked.

3.1. Non-refundable deposit
The reservation deposit (10% of the project value or the minimum amount specified in the agreement) is non-refundable under any circumstances.

Reasoning:

• The deposit secures a place in Edgee’s schedule, compensates for opportunity costs, and accounts for preliminary consultation time spent with the client.

• Cancellations may disrupt Edgee’s workflow and resource allocation.

3.2. Cancellation before signing the official contract
If the client decides not to proceed with the project before signing the official contract:

• Edgee will retain the deposit and cease all preliminary consultation or research activities.

• Clients are encouraged to carefully review their decision before signing the official contract to avoid losing their deposit.

4. FOR OFFICIAL CONTRACTS

This section applies to clients who have signed the official contract and paid a 30% deposit.

4.1. Before the project begins
Refund if the client cancels before Edgee starts the research and development phase:

• 50% of the deposit will be refunded.

• The remaining 50% will be retained to cover preliminary consultation efforts.

Reasoning: Preliminary consultations require Edgee's time and effort, which are non-recoverable.

4.2. During the research and detailed consultation phase
Non-refundable if the client cancels during the research or detailed consultation phase:

• The 30% deposit will not be refunded.

Reasoning: Edgee has utilized resources, time, and manpower to develop research materials and detailed project plans.

4.3. During the design phase
If the client cancels during the design phase, an additional cancellation fee will be charged based on the progress, as follows:

Minimum cancellation fee: The initial 30% deposit is non-refundable in all cases and additional fees based on progress:

• 20% of the total contract value: If only basic drafts (sitemap, wireframe) have been completed.

• 30% of the total contract value: If detailed design elements (style guide, color concept, homepage layout) have been completed.

• 40% of the total contract value: If the entire design package (homepage, subpages, responsive versions) has been completed.

Total cancellation fee includes:

• The non-refundable deposit (30% of the contract value).

• Additional fees based on the progress of the design phase.

Reasoning:

• The initial deposit compensates for consultation and preparation efforts.

• Additional fees reflect the completed work, which cannot be reused for other projects.

Design materials: If the client pays the full cancellation fee, Edgee will transfer all completed design files.

4.4. During the development or testing phase
If the client cancels during the development or testing phase, an additional cancellation fee will be charged based on progress, as follows:

Minimum cancellation fee: The 30% deposit and 40% design completion fee are non-refundable in all cases.

Additional fees based on progress:

• 15% of the total contract value: If less than 50% of the development phase has been completed.

• 30% of the total contract value: If more than 50% of the development phase is complete or during the final testing stage.

Total cancellation fee includes:

• The minimum cancellation fee (70% of the contract value).

• Additional fees based on progress.

Reasoning:

• The minimum fee reflects the completed work and incurred costs up to that stage.

• Additional fees ensure compensation for near-completion stages, where resources are fully allocated.

Development materials: Upon full payment of the cancellation fee, Edgee will transfer all completed source codes and technical documentation.

5. FORCE MAJEURE

5.1. Negotiation
If the client cancels due to force majeure (natural disasters, wars, pandemics, etc.): Edgee and the client will negotiate an appropriate solution.

5.2. Potential solutions

• Partial refund (if the project has not started).

• Temporary suspension of the project, with the deposit retained until the client can resume.

6. ADDITIONAL PROVISIONS

6.1. Cancellation notification
General rules:

• Cancellation requests must be sent via official email or written notice and acknowledged by Edgee.

• Minimum notice period: 7 business days before the desired cancellation date.

• Edgee will confirm receipt of the cancellation request within 2 business days.

Flexible negotiation:

• In urgent cases, Edgee will consider requests submitted at least 2 business days in advance, provided that:

• The client specifies the reason for urgency.

• The client includes clear proposals for next steps.

Commitment to support: Edgee guarantees transparent and flexible handling of cancellation requests, prioritizing the interests of both parties.

6.2. Refund processing time
Refunds (if applicable) will be processed within 15 business days of the cancellation request being confirmed.

6.3. Information confidentiality
Edgee commits to keeping all information shared during the collaboration confidential.

7. CONTACT INFORMATION

If you have questions or require clarification regarding this cancellation policy, please contact Edgee’s team:

• Email: forwork@edgee.art

• Phone: +84 93 6355076

• Address: 339/36B Le Van Sy, Ward 13, District 3, Ho Chi Minh City

Urgent inquiries: For urgent assistance, please call directly or email with the subject line [Urgent] to prioritize processing.

Commitment to support: The Edgee team is ready to assist you in any situation, ensuring your requests are handled professionally and promptly.