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

This cancellation policy is established to ensure transparency, fairness, and clarity in cases where a contract between Edgee and a client needs to be canceled. This policy is an integral part of the collaboration process, helping both parties understand their rights, responsibilities, and obligations in all situations. By signing a service contract with Edgee, the client agrees to the terms outlined in this cancellation policy.

1. POLICY OBJECTIVES

This cancellation policy is designed to:

• Ensure the rights and responsibilities of both parties throughout the collaboration process.

• Minimize risks arising from project changes or cancellations.

• Maintain clarity, transparency, and professionalism in Edgee’s workflow.

• Provide flexibility in handling unforeseen situations while maintaining service quality and efficiency.

2. SCOPE OF APPLICATION

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

• Contract for reserving a slot in Edgee’s schedule.

• Official service contract.

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

• Periodic maintenance.

• SEO optimization.

• Any services outside the scope of the main service contract.

For force majeure (natural disasters, epidemics, war, etc.). Edgee and the customer will negotiate in a spirit of cooperation to come up with a reasonable solution.

3. FOR RESERVATION DEPOSIT AGREEMENTS

3.1. Scope of application: Applies to clients who must sign a contract for reserving a slot when Edgee’s schedule is fully booked.

3.2. Non-refundable deposit: The reservation fee (10% of the project value or a minimum amount specified in the contract) is non-refundable under any circumstances. Reasons include:

• The deposit secures a position in the schedule, compensating for opportunity costs and the time spent on preliminary consultations.

• A cancellation disrupts the workflow and affects Edgee’s resource allocation.

4. FOR OFFICIAL SERVICE CONTRACTS

4.1. Scope of application: Applies to clients who have signed the official service contract and have paid the 30% initial deposit.

4.2. Cancellation by the Client (Not Due to Edgee’s Fault)

• During the design phase: The client will not receive any design files, including image previews. The 30% deposit is non-refundable, as it covers consultation and work already performed.

• During the development phase: If the client cancels the contract after development has commenced, all payments made for completed work are non-refundable. The client will only receive image files (PNG/JPG) of the approved design.

4.3. Cancellation by the Client (Due to Edgee’s Fault)
A client may request contract termination and a refund only if Edgee violates one of the following conditions and fails to resolve the issue within 14 days from the official written notice:

• Failure to complete the project despite receiving all required information and materials from the client.

• Delay exceeding 30 days beyond the agreed schedule without valid justification or formal notification of an extension.

• Severe defects that impact the website’s core functionality and are not rectified.

• Severe contractual violations that directly affect the project’s quality, timeline, or client’s rights.

• Violation of the laws of the Socialist Republic of Vietnam.

4.4. Dispute Resolution & Refund Conditions
If the client files a dispute regarding project progress or service quality, Edgee has 14 days to rectify the issue. If unresolved, the client may request a refund under the following conditions:

• Before the design phase is completed: The client is eligible for a refund of up to 50% of the paid amount (i.e., 15% of the total contract value).

• After design approval and acceptance: No refund will be provided, as the design has been formally accepted and does not contain technical errors.

• During the development phase (before development acceptance): The client is not required to pay the remaining 30% of the contract. However, all previous payments remain non-refundable.

• After development acceptance: No refund, but Edgee will provide warranty services as per the contract.

4.5. Contract Termination by Edgee
If the contract is terminated due to the following reasons, no refunds will be issued to the client:

• Delayed payments exceeding 14 days: Edgee may suspend work until full payment is received. If payment is overdue by more than 30 days, the contract will be canceled, and all previous payments remain non-refundable. Edgee retains full intellectual property rights over the project.

• Client’s lack of cooperation exceeding 30 days: If the client fails to provide necessary materials, respond, or cooperate during project execution for over 30 days, the contract will be automatically terminated, and the deposit will not be refunded. If the client wishes to resume the project afterward, a contract addendum must be signed, and additional costs may apply based on the remaining workload.

• Unapproved scope changes: The client requests modifications beyond the contract’s scope without Edgee’s approval.

• Excessive micromanagement: The client has the right to monitor progress and request reasonable adjustments within the contract’s scope. However, if the client excessively interferes with Edgee’s internal processes, continuously requests unauthorized changes, or micromanages the project beyond a reasonable level—disrupting workflow and quality—Edgee may terminate the contract without refund. If no resolution is reached after three formal email discussions, Edgee reserves the right to terminate the contract unilaterally.

• Legal violations: If the client violates Vietnamese law.

4.6. Contract Termination Due to Force Majeure
If a force majeure event occurs, both parties may pause or terminate the contract without liability. Force majeure includes, but is not limited to, natural disasters, fires, wars, pandemics, or other unforeseen and uncontrollable events. The affected party must immediately notify the other party. If the event lasts under 60 days, both parties may renegotiate the contract terms. If it exceeds 60 days, either party may unilaterally terminate the contract.

4.7. Contract Termination Notice
Either party wishing to terminate the contract must send written notice or email to the other party at least 15 business days before the intended termination date.

5. FORCE MAJEURE

5.1. Notification Obligation
In the event of a force majeure situation, the affected party must notify the other party in writing or via email within 07 days from the occurrence of the event, providing detailed information about its impact on the contract.

5.2. Resolution Measures

• If the force majeure event lasts less than 60 days, both parties will negotiate to adjust the contract terms or temporarily suspend the project.

• If the force majeure event persists beyond 60 days, either party has the right to unilaterally terminate the contract without any liability.

5.3. Notification Obligation
If the contract is terminated due to force majeure, the client must still pay for any work completed prior to the occurrence of the event (if applicable).

6. 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.