Effective date: October 16, 2026
This policy explains refunds and cancellations for VisualVast digital products and services. Please read the product description or written service agreement before purchasing. Contact [email protected] with any questions.
1. Digital products
Digital products are generally non-refundable and cannot be returned or exchanged once the files have been delivered or access has been provided. This includes change-of-mind purchases, deciding not to use a product, and purchasing a product that does not meet requirements clearly stated in its description. Please review the contents, file formats, compatibility and license before buying.
If you have not received access and wish to cancel, contact us as soon as possible. We will check whether delivery has occurred and cancel and refund an undelivered order where applicable. Simply choosing not to download a product after access has been provided does not make it eligible for a change-of-mind refund.
2. Problems with a digital purchase
Please contact us if a download link does not work, a file is corrupt, access is missing, or the product materially differs from its description. Include your order reference and a description of the issue. We will investigate and provide working access, a corrected file, a replacement or an appropriate refund. Where applicable law entitles you to a particular remedy, that right takes priority. Confirmed duplicate charges will be corrected.
This policy does not exclude rights relating to faulty, misdescribed or undelivered products, or any cancellation or withdrawal rights that cannot lawfully be excluded. Where immediate digital delivery requires your express consent and acknowledgment concerning withdrawal rights, these must be obtained separately at purchase; this page alone does not waive those rights.
3. Service cancellations
Before work starts: fees paid for unperformed work are refundable, less any lawful, non-recoverable third-party commitments that you approved in writing before they were incurred. A booking payment is not automatically forfeited.
After work starts: contact us to stop further work. We account for work completed and approved commitments against the agreed project pricing and refund any unearned balance. Partially completed milestones are valued using the written agreement, not a new rate imposed after cancellation. Work already delivered is not refundable solely because you change your mind.
4. Readiness audits and project work
A readiness audit can be cancelled for a full refund before the assessment begins. Once work has started, the service cancellation terms above apply. A completed audit is a delivered service even if its recommendation is to delay or change your project.
For store launches, migrations, integrations, design and traffic projects, milestone payments apply to the agreed scope. If we cannot deliver the remaining agreed work, we refund the unearned amount. Please report missing deliverables or implementation defects so we can review and address them. New features and changes of preference are separate from corrections to agreed work. Any agreed correction period does not limit mandatory legal rights.
5. Monthly care plans
You may cancel a monthly care plan before its next renewal by contacting [email protected]. Service continues until the end of the paid period unless another end date is agreed. The current period is generally not refunded for a change-of-mind cancellation. Renewal dates and any agreed notice requirements are disclosed before enrollment. Unused included hours do not roll over and are not redeemable for cash.
If we end coverage early or fail to provide agreed services, we assess an appropriate remedy or refund for undelivered coverage, subject to your legal rights. Any different cancellation terms must be clearly stated and accepted in your written agreement.
6. Third-party costs
Purchases made directly from another business are subject to that business’s terms. If we arrange an approved purchase on your behalf, any cost and cancellation limits are disclosed in advance. We do not add undisclosed cancellation fees or assume that third-party costs are non-recoverable.
7. Requesting a refund
Email [email protected] with your name, order or project reference and the reason for your request. Do not send passwords or full payment-card details. We review the relevant description, agreement, delivery and payment records and explain the outcome in writing. Approved refunds are returned through the original payment method where available. The time before funds appear in your account depends on the payment service and your bank.
Read this policy together with our Terms of Use and any product-specific or written service terms. Nothing in this policy limits rights or remedies that cannot lawfully be excluded.