This Refund & Cancellation Policy ("Policy") governs all refund and cancellation matters for services provided by VortexWeb LLC. This Policy supplements and is subject to our Terms & Conditions. In the event of conflict, the Terms & Conditions shall prevail unless this Policy explicitly provides otherwise.
1. Cancellation by Client
1.1 Right to Cancel
The Client may cancel any active project or Statement of Work (SOW) at any time by providing written notice to VortexWeb via email to finance@vortexweb.ai. Cancellation is effective upon VortexWeb's written acknowledgment, which will be provided within 2 Business Days.
1.2 Cancellation Notice Period
A minimum of 15 Business Days' written notice is required for orderly wind-down, unless immediate termination is justified under Section 1.5. During the notice period, VortexWeb will complete work in progress to a logical stopping point and prepare a handover package.
1.3 Cancellation During Discovery Phase
If cancellation occurs during the discovery or audit phase (typically the first 1-2 weeks of engagement), the Client is entitled to a partial refund as described in Section 2.
1.4 Cancellation After Build Commencement
Once the build/implementation phase has commenced, no refund of fees for completed work is available. The Client receives all Deliverables completed to date, including source code, documentation, and configuration backups.
1.5 Immediate Cancellation
Immediate cancellation (without notice period) is permitted if: (a) VortexWeb materially breaches the SOW and fails to cure within 15 days of written notice; (b) VortexWeb becomes insolvent or ceases operations; (c) force majeure events make project completion impossible for a period exceeding 60 days.
2. Refund Schedule
| Project Stage at Cancellation | Refund Amount | Deliverables Provided |
|---|---|---|
| Before project kickoff (SOW signed, no work started) | 90% of advance payment (10% administrative fee retained) | None — engagement not commenced |
| During discovery/audit phase (Week 1-2, architecture not finalized) | 50% of advance payment | Discovery report, initial audit findings, any completed documentation |
| During architecture/blueprint phase (Weeks 2-4, before build starts) | 25% of advance payment | Complete architecture blueprint, pipeline documentation, integration plan |
| During build/implementation (Active development underway) | No cash refund | All work completed to date: code, configs, documentation, test results |
| After delivery & sign-off | No refund | Complete Deliverables as per SOW |
| During 90-day monitoring | No refund of project fees; monitoring may be cancelled | All Deliverables; monitoring ceases |
2.1 Administrative Fee
The 10% administrative fee covers: resource allocation costs, opportunity costs of declined projects, SOW preparation and legal review, and initial project setup and environment configuration.
3. Refund Process
3.1 Refund Request
To request a refund, the Client must submit a written request to finance@vortexweb.ai including: (a) project name and SOW reference number; (b) reason for cancellation; (c) date of cancellation request; (d) preferred refund method.
3.2 Review Period
VortexWeb will review the refund request within 5 Business Days and provide a detailed calculation of the refund amount based on the project stage, work completed, and costs incurred.
3.3 Refund Timeline
Approved refunds will be processed within 15 Business Days of approval. Refunds are issued via the same payment method used for the original transaction. If the original method is unavailable, VortexWeb will arrange an alternative method in consultation with the Client.
3.4 Currency & Exchange
Refunds are processed in the original invoice currency. Exchange rate fluctuations between the original payment date and refund date are borne by the Client.
4. Scope Changes & Additional Charges
4.1 Scope Change Requests
If the Client requests features, modifications, or integrations beyond the original SOW during the project, VortexWeb will prepare a Change Request document. Additional charges apply for all scope additions and are non-refundable once the additional work is approved and commenced.
4.2 Client-Caused Delays
If project delays are caused by the Client (late approvals, unavailable resources, changing requirements), VortexWeb reserves the right to charge for idle time at the standard hourly rate specified in the SOW. These charges are non-refundable.
4.3 Recurring Services
For ongoing retainer or maintenance agreements, the Client may cancel with 30 days' written notice. Pre-paid monthly fees for the current billing period are non-refundable. Unused prepaid months beyond the current period are refundable.
5. Cancellation by VortexWeb
5.1 VortexWeb-Initiated Cancellation
In rare cases where VortexWeb is unable to complete a project (resource constraints, technical infeasibility discovered after engagement), VortexWeb will: (a) provide written notice with a full explanation; (b) issue a complete refund of any unused prepaid fees within 15 Business Days; (c) deliver all work completed to date; (d) assist with transition to an alternative provider if requested.
5.2 Cancellation for Non-Payment
VortexWeb may suspend or cancel a project if invoices remain unpaid for more than 30 days. In such cases, no refund is due. Deliverables completed to date will be released upon settlement of all outstanding amounts.
6. Dispute Resolution for Refunds
6.1 Quality Disputes
If the Client is unsatisfied with delivered work quality, the Client must raise the issue in writing within 14 days of delivery, specifying: (a) the specific Deliverables in question; (b) the SOW specifications not met; (c) supporting evidence (screenshots, logs, test results). VortexWeb will address quality concerns through the 90-day Warranty Period at no additional cost.
6.2 Escalation Process
Refund disputes follow this escalation path: (a) Project Manager review (5 Business Days); (b) Senior Management review (10 Business Days); (c) Mediation through a mutually agreed mediator; (d) Arbitration per our Terms & Conditions (DIAC, Dubai).
6.3 Good Faith Resolution
VortexWeb is committed to fair resolution of all disputes. In cases where project outcomes fall materially short of SOW specifications through VortexWeb's fault, we may offer: additional development time at no cost; partial credit toward future engagements; or partial refund at VortexWeb's discretion.
7. Non-Refundable Items
The following are non-refundable under any circumstances:
- Third-party platform license fees (Bitrix24, Monday.com, Kommo subscriptions)
- Third-party API costs, hosting fees, and domain registration fees
- Travel expenses incurred for on-site consultations
- Custom hardware or equipment procured for the project
- Completed training sessions and workshop facilitation
- Rush fees or expedited delivery surcharges once work has commenced
- Consultation fees for standalone advisory sessions
8. Retainer & Maintenance Agreements
8.1 Monthly Retainers
Retainer agreements are billed monthly in advance. Cancellation requires 30 days' written notice. The current month's fee is non-refundable. Unused hours in a retainer month do not roll over unless explicitly stated in the agreement.
8.2 Annual Maintenance Contracts
Annual contracts paid upfront may be cancelled with 60 days' written notice. Refund is calculated pro-rata for unused months minus a 15% early termination fee.
9. Force Majeure
Neither party shall be entitled to a refund or compensation for delays or non-performance caused by force majeure events as defined in our Terms & Conditions. If force majeure persists for more than 60 days, either party may cancel the engagement with a pro-rata refund of unused prepaid fees.
10. Contact
For refund requests, cancellations, or related inquiries:
VortexWeb LLC — Finance Department
Email: finance@vortexweb.ai
Phone: +971 55 903 7246 (UAE) · +91 78887 16489 (India)
Address: Meydan Grandstand, Dubai, UAE
See also our Terms & Conditions and Privacy Policy.