Last Updated: 01/12/2025

Thank you for choosing Virtomind for your digital service needs. This policy outlines the terms regarding refunds and disputes for our custom digital services, including but not limited to software development, website design/development, digital marketing, and consulting services.

1. General Philosophy

We commit to delivering high-quality work and clear communication throughout our engagement. Due to the custom, intellectual, and time-intensive nature of digital services, we do not offer traditional refunds once work has commenced or been delivered, except under the specific circumstances outlined below.

2. Service Agreement & Scope

All projects begin with a detailed Project Proposal or Statement of Work (SOW), which must be agreed upon and signed before any work starts. This document defines:

• Project scope, deliverables, and timelines.

• The total project fee or hourly rate.

• A payment schedule (e.g., 50% upfront, 40% upon milestone, 10% upon completion).

• The number of included revision rounds.

This signed SOW is the governing document for any refund or dispute considerations.

3. Refund Eligibility Conditions

Refunds or partial refunds are only considered under these strict conditions:

• Project Cancellation by Client Before Commencement: If you cancel the project before we have begun any work, any upfront deposit will be refunded in full, minus any non-recoupable third-party costs we have already incurred on your behalf (e.g., domain purchase, premium software license).

• Failure to Deliver by Virtomind: If, through our own fault, we fail to deliver the core project deliverables as defined in the SOW, and the project is terminated, you are entitled to a refund of any payments made for the undelivered work.

• Mutual Agreement to Terminate: If both parties agree to terminate the project partway through for reasons not due to breach, we will calculate a fee for the work completed up to that point (based on hours or milestones). Any excess payment will be refunded.

4. Non-Refundable Situations

No refunds will be provided in the following scenarios:

• Work Has Commenced: After the project has started and resources have been allocated.

• Change of Mind or Business Direction: You change your mind, your business needs change, or you find a different provider.

• Delays Caused by Client: Project delays caused by the client’s failure to provide necessary materials, feedback, or approvals in a timely manner.

• Dissatisfaction with Delivered Work (When Scope is Met): If the delivered work meets all the specifications and requirements outlined in the approved SOW and you are dissatisfied. This is why clear scope definition and revision rounds are critical.

• Final Delivery & Sign-Off: Once the final deliverables have been approved and “signed off” by the client, the project is considered complete and the final payment is due without refund eligibility.

5. Dispute & Resolution Process

We aim to resolve any concerns amicably.

1. Direct Communication: If you are unsatisfied with the work-in-progress, you must immediately notify us in writing. We will work diligently to address your concerns within the framework of the SOW, often through additional revisions.

2. Mediation: If a major dispute arises that we cannot resolve directly, both parties agree to seek mediation before any legal action. We will split the cost of a professional mediator to find a fair resolution.

6. Revisions Policy

Our proposals include a set number of revision rounds for each phase (e.g., design concepts, development). This ensures we can refine the work to your satisfaction. Requests that fall outside the original scope or exceed the allotted revisions will be subject to additional charges, agreed upon in advance.

7. Payments

The upfront deposit (typically 50%) is non-refundable once work begins, as it secures our time and resources. Final payments are due upon delivery and approval of the project, as per the SOW.

8. Contact Us

To discuss any issue related to your service or this policy, please contact us at:

• Email: info@virtomind.com