Legal

Refund and Cancellation Policy

Last updated: 29 October 2026

This policy explains how cancellations and refunds work for services provided by Veltrix IT Limited. It forms part of our Terms of Service. Where a signed Proposal sets different terms, the Proposal prevails.

1. Cancellation before work begins

If you cancel in writing before we start work on your project, we refund your prepayment in full, less any non-refundable third-party costs we have already incurred on your behalf with your approval, such as software licenses.

2. Cancellation during a project

If you cancel after work has started, we charge for the work completed up to the date of cancellation, based on the milestones or rates in your Proposal, plus approved third-party costs. Any part of your prepayment that exceeds this amount is refunded. If the completed work exceeds the prepayment, we invoice the difference. You receive all completed work you have paid for.

3. After delivery

• You have 14 days from delivery to review the deliverables and send us your comments.
• One round of revisions within the agreed scope is included in the fee.
• If we receive no comments within 14 days, the deliverables are considered accepted.
• Fees for accepted deliverables are non-refundable. Defects caused by our work and reported within the review period are corrected at no additional charge.

4. Retainers

You may cancel a monthly retainer at any time with 14 days’ written notice. Services continue during the notice period. If you have prepaid for any period after the notice period ends, we refund that amount on a pro rata basis.

5. Third-party subscriptions

Software licenses, subscriptions, and cloud services purchased from third-party vendors are subject to those vendors’ own refund policies. Where we purchased them on your behalf, we will request a refund from the vendor where their policy allows and pass on any amount we receive.

6. How to request a refund

• Email [email protected] with your invoice number and the reason for your request.
• We respond within 5 business days.
• Approved refunds are issued within 10 business days to the original payment method, in the currency of the original payment.

7. Before filing a chargeback

If you have a concern about a charge, please contact us first. We resolve most billing questions quickly by email, which is usually faster for both sides than a chargeback through your bank or payment provider.