Refund & Cancellation Policy

We want you to feel good about working with us. This policy sets out when you can cancel, when a refund applies, and how to ask for one. It's meant to be fair to both sides.

What we sell

Vertex provides custom software development, consulting, managed hosting, custom SaaS and AI and data services. Most of what we do is bespoke professional work delivered against a signed scope, not an off-the-shelf product. That shapes how refunds work below.

Cancelling a project

• You can cancel an engagement at any time by writing to us at hello@vertexinternet.com.
• If you cancel, you pay for the work done and the hours committed up to the cancellation date.
• Any advance you've paid is set against that work first. We refund whatever is left over, if anything.

Refunds on project work

• Deposits and advances cover work we schedule and reserve time for, so they are non-refundable once work has begun.
• If we haven't started work yet, we refund your advance in full, minus any payment gateway charges we can't recover.
• If we fail to deliver what we agreed and can't put it right in a reasonable time, we refund the fees paid for that undelivered part.
• We don't refund work that was delivered and accepted.

Hosting and subscriptions

• Hosting and recurring plans are billed in advance for each term.
• You can cancel a renewal any time before the next term starts, and it won't be charged again.
• Fees already paid for the current term are non-refundable, since the service stays live until the term ends.

How to request a refund

Email hello@vertexinternet.com with your invoice number and a short note on what happened. We'll review it and reply within 5 business days.

How refunds are paid

Approved refunds go back to your original payment method. Once we approve one, it's usually processed within 7 to 10 business days. How long it then takes to show up depends on your bank or card provider.

Questions

If a charge looks wrong or you're unsure whether something qualifies, just ask. We'd rather sort it out with you directly than leave you guessing.