Refund Policy
Refund principle
VELOX sells time-bound professional services, not downloadable commodity software. Refund decisions are therefore tied to the amount of work already reserved, produced, or delivered at the time of cancellation.
Before work starts
If you cancel before VELOX has begun discovery, design, development, or project setup work, and within 48 hours of payment, VELOX may refund the kickoff payment in full, less any non-recoverable third-party charges already incurred specifically for your project.
After work has started
Once work has begun, deposits are generally non-refundable because VELOX reserves calendar time and starts producing strategic, design, and technical work immediately. This applies even if the project has not yet launched.
Milestone payments and approvals
Payments for completed and approved milestones are non-refundable. If a later milestone is cancelled, VELOX may review whether any clearly undelivered scope has been paid in advance and may issue a partial refund only for that undelivered portion.
Work completed to date
If a project ends early after work has started, VELOX may, at its discretion, provide work completed up to the paid amount where commercially and technically practical. This may include design files, approved pages, planning documents, or repository access, depending on the stage reached and any unpaid balance.
Client-caused pauses and inactivity
If a project is paused because the client does not provide assets, approvals, access, or feedback for an extended period, VELOX may treat the project as delayed rather than cancelled. Reserved work already performed remains billable and non-refundable.
VELOX-caused cancellation
If VELOX is unable to continue the project for reasons within its own control and cannot provide a workable alternative schedule or handover path, VELOX will assess the stage reached and issue a fair partial refund for any clearly undelivered paid scope.
Third-party fees and subscriptions
Provider fees paid directly to third parties such as hosting, CMS subscriptions, domains, or payment tools are governed by those providers' own refund policies. VELOX cannot refund amounts billed and kept by those providers.
Rush fees and add-ons
Rush delivery fees, migration work, copywriting, data entry, and custom integration work are reserved against VELOX production capacity. Once started, these fees are typically non-refundable except where VELOX clearly fails to deliver the agreed add-on work.
Decision and payout timelines
Refund review requests are usually acknowledged within 5 business days and resolved within 14 business days after all required records are received. If approved, refunds are returned to the original payment method where feasible, usually within 10 business days after approval, subject to payment provider processing timelines.
Payment disputes and chargebacks
Before initiating a bank or card chargeback, clients should contact VELOX for formal review so project records and delivered scope can be reconciled. Initiating a chargeback without prior review may pause support, access, and handover until the dispute is resolved.
How to request review
If you believe a refund should be reviewed, email hello@veloxstudio.in with your project name, invoice numbers, payment proof, and the reason for the request. VELOX will review the request against the agreed project scope, work completed, and this policy.