1 Overview & Applicability

This policy applies to purchases made directly on cortex.lk or via our official payment links. It covers refunds/cancellations for both Digital Products (WordPress plugins) and Professional Services.

2 Definitions

• Digital Products: Downloadable software/plugins (e.g., Cortex LMS) delivered via license key and download link.
• Services: Web design, development, maintenance, customization, consulting, etc.
• Order Email: Email containing the order summary, license key, and download link.
• Critical Defect: A verified issue that prevents basic use on a supported, clean environment.

3 Digital Products (Plugins)

• Non-Refundable after Delivery: Payments are non-refundable once a license key is issued or the file is downloaded.
• 7-Day Critical Defect Remedy: If a critical defect prevents basic use, notify us within 7 days of purchase at support@cortex.lk with details (order ID, logs, screenshots). We will attempt a fix or reasonable remedy.
• Not Covered: “Change of mind,” environment misconfiguration, conflicts due to third-party themes/plugins, custom modifications, unsupported versions of WordPress/PHP/MySQL, or hosting limitations.
• Delivery Issues: If you do not receive the order email within a few minutes, check spam and contact us within 24 hours.
• License Misuse: Sharing/reselling license keys or redistribution voids support and eligibility.

4 Services (Web Design/Development)

• Deposits: Project deposits are non-refundable.
• Cancellations: If you cancel after work has begun, you are responsible for the deposit and for fees covering work performed up to the cancellation date.
• Rescheduling: Timelines may shift due to client delays. Extended inactivity may require a re-activation fee.
• Scope Changes: Out-of-scope requests require a Change Request and may affect cost/timeline.
• Acceptance: A project is complete when UAT/hand-over is accepted via email/portal. Post-acceptance changes are billed separately.

5 Subscriptions & Renewals

• Subscriptions auto-renew per plan until cancelled before the next renewal date.
• Past/active billing periods are non-refundable. Cancellation stops future charges only.
• You can cancel via My Account → Subscriptions or by emailing billing@cortex.lk.

6 Chargebacks & Disputes

• Please contact us first; most issues are solved quickly. Unresolved disputes may lead to license/support suspension for the affected order.
• If a chargeback is filed and resolved against us, we may revoke access and terminate licenses for the order.

7 How to Request a Refund

Email support@cortex.lk with the subject “Refund Request [Order #]” and include:

• Order ID, purchase date, customer name & email
• Product/service name and version
• For defects: reproducible steps, screenshots, error logs, environment details (WordPress, PHP, theme/plugins)

We respond within 2 business days with next steps.

Email Refund Request

8 Processing Time & Method

• Approved refunds are processed to the original payment method where possible.
• Processing time may take 5–10 business days after approval, depending on banks/processors.
• Gateway/processor fees are generally non-refundable unless required by law.

9 Exceptions

• Duplicate payment made in error (unused keys/services) — eligible for reversal/credit.
• Unauthorized transaction with credible proof — we will coordinate with the processor/bank.
• Where consumer law mandates specific remedies, those will apply.

10 Governing Law

This policy is governed by the laws of Sri Lanka. Courts in Colombo have exclusive jurisdiction.

11 Changes to this Policy

We may update this policy from time to time. The “Last updated” date will change, and updates are effective upon posting.

12 Contact

Questions? Reach us at support@cortex.lk or billing@cortex.lk.