Refund Policy

At SoftD.xyz, we are committed to client satisfaction and deliver our best work on every project. This Refund Policy explains the circumstances under which refunds may be issued for our game development services. We encourage all clients to read this policy carefully before placing an order.

1. General Refund Principles

Game development is a custom service involving significant time, expertise and resources dedicated specifically to your project. Due to the nature of custom software development, all payments made are generally non-refundable once work has commenced on that milestone. However, we offer fair and reasonable refund provisions as outlined below.

2. Pre-Development Cancellation (Full Refund)

You are entitled to a 100% full refund of any payment made if you cancel your order before the project kickoff meeting and before any development work has begun. To qualify:

• Cancellation request must be submitted in writing to contact@softd.xyz
• Cancellation must be received within 48 hours of making the initial payment
• No project assets, code or design work must have been created for your project

Refunds under this provision are processed within 5–7 business days to the original payment method.

3. Milestone-Based Partial Refunds

If you are dissatisfied with a delivered milestone and wish to cancel, you may be eligible for a partial refund of the current unpaid milestones:

• After Initial Payment (40%), before Alpha delivery: If SoftD.xyz fails to begin work within the agreed start date by more than 14 days without a valid reason, you are entitled to a full refund of the initial payment.
• After Alpha Payment (30%), before Final Delivery: If the delivered final build does not meet the agreed specifications after two rounds of revisions, you may request arbitration. Refund amount (if any) will be determined through the dispute resolution process.
• Final Payment (30%): Non-refundable once the final build and source code have been delivered and accepted.

4. Defect-Based Refund / Rework

If the delivered game contains critical bugs or fails to meet the agreed specifications, our primary remedy is to fix the issues at no additional cost during your support period. We will:

• Acknowledge your bug report within 24 hours
• Provide a fix timeline within 48 hours
• Deliver the fix within the timeframe agreed upon

A refund will only be considered if we are unable to fix critical defects within a reasonable timeframe (21 days) and the game is materially unusable for its intended purpose.

5. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Change of mind after development has commenced
• The Client provided incorrect, incomplete or misleading project requirements
• The Client failed to provide required assets, feedback or approvals causing delays
• App Store or Play Store rejection due to the Client's content, branding or business model (not related to our technical work)
• Dissatisfaction with the commercial performance of the delivered game
• Third-party license costs, subscription fees or API charges incurred for the project
• Requests made after the project has been formally accepted and closed

6. How to Request a Refund

To request a refund, please follow these steps:

• Email billing@softd.xyz with subject line: "Refund Request — [Your Order ID]"
• Include your full name, order ID, reason for the refund request and any supporting documentation
• We will acknowledge your request within 2 business days and respond with a decision within 7 business days
• Approved refunds are processed within 5–10 business days via the original payment method

7. Chargebacks

We encourage clients to contact us directly before initiating a chargeback with their bank or payment provider. Initiating a chargeback without first contacting us may result in suspension of all project work and legal action to recover amounts owed. We cooperate fully with payment processors and will provide all documentation to dispute fraudulent chargebacks.

8. Dispute Resolution

If you disagree with our refund decision, you may escalate to our dispute resolution process as outlined in the Terms of Service. We are committed to reaching a fair outcome and will engage in good-faith negotiations before any formal arbitration is required.

9. Contact

Refund inquiries: billing@softd.xyz
General support: contact@softd.xyz