This policy explains cancellations and refunds for services provided by VDHOSTS INTERNET PRIVATE LIMITED ("VD Hosts"). Where your signed agreement contains different terms, the agreement prevails.
1. Our services are bespoke
Most of our work is custom professional services and is priced and scheduled for you. Once work has started, time, people and third-party costs are committed on your behalf, which is why refunds depend on what has already been done.
2. Cancellation by you
| When you cancel | What happens |
|---|---|
| Before the agreement is signed | Nothing is payable. |
| After signing, before work starts | The advance is refunded, less any third-party costs already incurred for you (for example licences, domains or cloud resources bought in your name) and any discovery work completed, as shown in an itemised statement. |
| After work has started | You pay for work performed up to the cancellation date and costs committed, on the basis set out in the agreement. Any advance paid in excess of that amount is refunded. Completed deliverables that have been paid for are handed over. |
| Monthly retainers and managed services | Cancellation takes effect at the end of the notice period in your agreement. Fees for the period already started are not refunded unless the agreement says otherwise. |
3. Non-refundable items
- Work already performed and accepted.
- Third-party costs bought for you, such as software licences, domain registrations, SSL certificates, cloud usage, app store fees and advertising spend, which are subject to the third party's own policies.
- Fees for security assessments once testing has started.
4. Cancellation by us
If we cancel an engagement for reasons not caused by you, we refund amounts paid for work not yet performed. If we suspend or terminate because of a material breach (such as non-payment), the agreement's termination terms apply.
5. Unsatisfactory work
If a deliverable does not meet the agreed acceptance criteria, tell us within the review period and we will correct it at no extra cost. If we cannot correct it within a reasonable time, we will agree an appropriate refund or credit for that deliverable.
6. How refunds are processed
Request a refund by writing to contact@vdhosts.com with your invoice number. Approved refunds are paid to the original payment method or bank account within 15 working days of approval, in the currency of the original payment. Bank or gateway charges and exchange-rate differences for international payments are not reimbursed. Where GST was charged, a credit note is issued as required by GST law.
7. Complaints
If you disagree with a refund decision, contact our Grievance Officer at info@vdhosts.com.