Returns & Refunds Policy

This Returns & Refunds Policy explains how refunds and cancellations work for services provided by UG-X, a brand of UNIQUE GLOBAL DEPOT INC. ("UG-X", "we", "us", or "our"). It forms part of our Terms of Service.

1. Nature of Our Services

UG-X provides custom, made-to-order digital services (software, design, and development work). Because our work is bespoke and delivered electronically, there are no physical goods to return. Refunds are therefore assessed based on the work performed, not on a "return" of a product.

2. Our Approach to Refunds

We want you to be satisfied with our work. Refund requests are reviewed individually, on a case-by-case basis, taking into account the stage of the project, the work completed and approved, and the circumstances of the request. We aim to be fair and reasonable in every case.

3. How to Request a Refund

To request a refund or discuss a cancellation, contact us at [email protected] or through our contact page within 14 days of the relevant payment or milestone. Please include your invoice or order number and a description of the issue so we can review it promptly.

4. What We Consider

When reviewing a request, we typically consider:

• How much of the agreed scope has been completed and delivered;
• Whether milestones have been reviewed and approved by you;
• Whether work has not yet started (in which case a fuller refund is usually possible);
• Any third-party or non-recoverable costs already incurred on your behalf (e.g., licences, hosting, paid APIs);
• Whether we have failed to deliver work that meets the agreed specification.

5. Deposits & Work in Progress

Deposits secure your project slot and fund the initial work. Where work has already begun, deposits and amounts covering completed, approved work are generally non-refundable, but we will always review the specifics with you. If we are at fault for failing to deliver agreed work, we will make it right — through revisions or an appropriate refund.

6. Cancellation

You may request to cancel an ongoing engagement at any time. On cancellation, you remain responsible for work performed and approved up to the cancellation date; any unearned balance for work not yet started will be refunded where applicable.

7. How Refunds Are Issued

Approved refunds are issued to the original payment method via our payment processor (Stripe). Once approved, refunds are typically processed within 5–10 business days; the time for funds to appear depends on your bank or card issuer.

8. Chargebacks

If you have a concern about a charge, please contact us first so we can resolve it quickly. Initiating a chargeback without contacting us may delay resolution.

9. Contact

For any refund or cancellation question, email [email protected] or use our contact page. We respond within 120 minutes.