Last updated: Sep 03, 2026
This Refund Policy explains when payments made to Vandyx ("Vandyx", "we", "us", or "our") may be refunded, how to request a refund, and how disputes are handled. It forms part of our Terms of Service and applies to every proposal, statement of work, or order form (each, an "Order") unless that Order states otherwise in writing.
Vandyx provides custom professional services, including design, development, automation, and artificial intelligence implementation. Work is performed to your specification, and capacity is reserved for you in advance. For this reason, fees are earned as work is performed and are not treated in the same way as retail purchases of standard goods.
Deposits secure your position in our schedule and cover discovery, planning, and onboarding. Deposits are non-refundable once work has commenced, because the reserved time cannot be resold at short notice. Where you cancel in writing before any work has begun, we will refund the deposit less any non-recoverable administrative or third-party costs already incurred.
Fees for milestones that have been delivered, approved, or otherwise completed are non-refundable. If you terminate an engagement mid-project, you remain responsible for all work performed up to the termination date and for all non-cancellable costs committed on your behalf. Any prepaid amount that exceeds the value of work performed is refunded to you within fourteen (14) business days of final reconciliation.
Retainers and monthly plans are billed in advance for a defined period. You may cancel a retainer with fourteen (14) days written notice, effective at the end of the current billing period. Fees for the current period are not refunded, and unused hours or credits do not carry over unless the Order expressly permits it.
Amounts paid to third parties on your behalf, including model provider usage, telephony charges, hosting, domains, licences, subscriptions, and paid media, are non-refundable once purchased or consumed. Refunds for such items are governed by the policies of the relevant provider, and we will assist in submitting a request where one is available.
We are unable to issue refunds where:
If a deliverable does not conform to the agreed specification, notify us in writing within seven (7) days of delivery with a clear description of the issue. We will investigate promptly and correct any non-conforming work at no additional cost. Repair or rework is our primary remedy. A partial or full refund of the affected milestone is considered only where the defect cannot reasonably be corrected within a mutually agreed period.
Send a written request to moustafa@vandyx.com including the Order reference, the invoice number, the amount concerned, and a description of the reason. We acknowledge requests within three (3) business days and provide a written decision within ten (10) business days of receiving all information needed to assess the request.
Approved refunds are issued to the original payment method in the original currency of the transaction. Processing times depend on your bank or payment provider and typically take five (5) to fifteen (15) business days after we release the payment. Bank charges, currency conversion differences, and non-refundable payment processing fees may be deducted where permitted by law.
We ask that you contact us before initiating a chargeback so that we can resolve the matter directly. A chargeback raised while an engagement is active may result in immediate suspension of services and withholding of deliverables until the matter is settled. We reserve the right to contest chargebacks that are inconsistent with this policy and to recover related costs.
Nothing in this policy limits any right you hold under mandatory consumer protection law in your jurisdiction. Where such law grants a cancellation or refund right that exceeds this policy, that law prevails to the extent of the difference.
We may update this Refund Policy from time to time. The version in effect on the date your Order was signed governs that engagement. Updates are published on this page with a revised date.
Questions about this Refund Policy may be sent to:
Email: moustafa@vandyx.com