Refund Policy
Our policy for refunds, cancellations, deposits, custom software development, website projects, and digital services.
Last updated: August 22, 2026
This policy is intended to describe our practices and is subject to applicable federal, state, and local law. It does not waive rights or remedies that cannot legally be waived.
1. General Refund Policy
Our services are often customized, time-based, and may require immediate work or third-party costs. A payment does not automatically create an unconditional right to a refund. Any applicable proposal, invoice, order form, or signed agreement may provide additional refund terms.
2. Refund Request Period
Refund requests must generally be submitted within 7 calendar days of the applicable payment date. This is a company policy and is not a universal U.S. legal requirement or a federal cooling-off period. Rights that apply under law or a separate agreement are not limited by this internal request period.
3. Services Not Yet Started
If work has not started, no third-party costs were incurred, and no deliverables were created, we may approve a refund subject to the applicable agreement and law. Deposits may be retained where they cover reserved capacity or committed costs.
4. Services Already Started
A refund may be reduced to account for work performed, including planning, research, design, development, meetings, consultations, content preparation, project management, and third-party costs.
5. Completed Services
Services are generally non-refundable once completed, delivered, launched, published, or substantially performed, subject to applicable law and the applicable contract terms.
6. Custom Software
Custom coding, development, integrations, configuration, architecture, database work, and technical implementation may be non-refundable after the work has been performed.
7. Website Projects
Design, development, pages, integrations, hosting setup, domain configuration, deployment, and included revisions are evaluated based on the work completed and the agreed scope when a refund is requested.
8. Third-Party Expenses
Costs for hosting, domains, plugins, themes, SaaS subscriptions, API usage, stock assets, fonts, software licenses, advertising spend, contractors, or transaction fees may be non-refundable once incurred or committed. We will identify such costs when reasonably practicable.
9. Client Delays
Failure to provide content, access, credentials, feedback, or approvals does not automatically create a refund right for work already performed. Client delays may also require a revised schedule or restart fee where agreed.
10. Revision Issues
If a service includes revisions, please use the agreed revision process before requesting a refund where appropriate. Revisions outside the agreed scope may require additional fees.
11. Service Defects
If a delivered service materially fails to match the agreed written scope, we may first attempt to correct or complete the work before a refund is considered, where legally permissible. Contact us promptly with specific details so we can investigate and propose a reasonable remedy.
12. Advertising and Marketing
Agency service fees, advertising spend, and third-party platform charges are separate. Marketing and SEO results are not guaranteed unless expressly guaranteed in a separate written agreement.
13. Refund Request Process
Send a request to info@vizentrasolutions.com with:
- Full name and business name
- Project or service
- Invoice or payment reference
- Payment date and amount paid
- Reason for the request
14. Refund Processing
If approved, we will generally refund the original payment method where practical. Approved refunds are usually processed within 5–10 business days after approval. Banks and card issuers may require additional processing time.
15. Chargebacks and Payment Disputes
Please contact us before initiating a chargeback so we have an opportunity to review the issue. Nothing in this policy prohibits a customer from exercising lawful rights or contacting a payment provider.
16. Separate Agreements
A specific signed agreement, Statement of Work, proposal, or order form may contain different refund terms. The specific written terms will control for that project to the extent of any conflict.
17. Policy Changes
We may update this policy from time to time. Changes become effective when posted on this page unless a different effective date is stated.
18. Contact
Vizentra Solutions
info@vizentrasolutions.com
5900 Balcones Drive STE 3305, Austin, TX 78731
Related policies: Terms & Conditions, Privacy Policy, and Cookie Policy.