Refund and Cancellation Policy

Clients can cancel a subscription, retainer, hosting plan, group access plan, or other recurring service by emailing [email protected] or by contacting us through the website contact form.

For recurring subscriptions, cancellation stops the next renewal. Access normally continues until the end of the paid billing period unless we agree otherwise in writing.

To avoid being charged for the next billing period, cancellation requests should be sent at least 3 business days before the renewal date.

Monthly and annual subscriptions are billed in advance. We do not normally provide refunds for a billing period that has already started, except where there has been a duplicate charge, billing error, service non-delivery, or another issue where a refund is fair and appropriate.

If a client prepays for a longer term and cancels early, we may refund unused full months after deducting completed work, active service costs, payment processing costs, third-party costs, and any agreed setup fees.

Subscription access may be paused or cancelled if invoices remain unpaid, if the client breaches the agreed terms, or if continued service would create legal, security, abuse, or operational risk.

Hosting and maintenance services can be cancelled at any time. The client remains responsible for fees already incurred up to the cancellation date and for any third-party infrastructure, domain, plugin, software, or licensing costs bought for the client.

Domain registrations, domain renewals, third-party software licences, paid plugins, stock assets, infrastructure usage, and payment processing fees are generally non-refundable once purchased or incurred.

On cancellation, we will provide reasonable help with handover, export, or migration where technically possible. Additional migration work may be quoted separately unless it is already included in the client agreement.

Consulting sessions, workshops, and group access plans may be rescheduled or cancelled if the client gives at least 24 hours notice.

Missed sessions, late cancellations, and unused access during an active billing period are not normally refundable.

If Vtero cancels a paid session and cannot provide a reasonable replacement time, the client may choose a refund for that session or a credit against future work.

Custom development, AI automation, design, integration, and implementation work is usually scoped in milestones. Deposits, discovery fees, setup fees, and paid milestones are not normally refundable once work has started.

If a project is cancelled before completion, we will invoice only for work completed, committed resources, third-party costs, and any cancellation terms in the accepted proposal or service agreement. Any unused prepaid balance may be refunded or credited.

Completed and accepted work is not refundable simply because the client later changes direction, no longer needs the work, or chooses not to use it. If delivered work has a material defect against the agreed scope, we will first try to correct it within a reasonable time.

If a client is unhappy, we ask them to contact us first at [email protected] with the invoice number, project name, and a short description of the issue.

We aim to acknowledge dispute requests within 2 business days and review them fairly. Depending on the issue, we may offer a correction, replacement session, revised delivery plan, service credit, partial refund, full refund, or another practical remedy.

We consider the agreed scope, work already completed, service availability, documented communication, third-party costs, and whether Vtero had a fair opportunity to fix the issue before deciding the outcome.

Approved refunds are normally processed back to the original payment method where possible. Bank and payment provider processing times can vary, but we aim to initiate approved refunds within 10 business days.

Refunds do not include third-party charges, payment processing fees, domain costs, licence costs, infrastructure usage, or tax amounts that cannot reasonably be recovered by Vtero, unless required by law.

Where a separate signed agreement or accepted proposal contains different refund, cancellation, or dispute terms, that agreement takes priority for that engagement.