1. Overview
At Vortex-Support, we are committed to delivering high-quality IT consulting services that meet
our clients' expectations. This Refund Policy outlines the terms and conditions under which
refunds may be provided for our services.
2. Service Categories
2.1 Consulting Services
Our consulting services include strategic planning, assessments, and advisory services that are
delivered over time.
2.2 Implementation Services
Implementation services involve the deployment, configuration, and setup of technology solutions.
2.3 Managed Services
Ongoing managed IT services provided on a subscription or contract basis.
2.4 Training Services
Educational and training programs for client staff and teams.
3. Refund Eligibility
3.1 Service Quality Issues
Refunds may be considered if:
- Services were not delivered according to the agreed Statement of Work
- Deliverables do not meet the specified acceptance criteria
- Services were not performed by qualified professionals
- There was a material breach of our service agreement
3.2 Client-Requested Cancellation
For services cancelled by the client:
- Consulting services cancelled within 48 hours of commencement may be eligible for partial
refund
- Implementation projects cancelled before 25% completion may be eligible for partial refund
- Training sessions cancelled more than 72 hours in advance may be eligible for full refund
4. Non-Refundable Services
The following services are generally not eligible for refunds:
- Completed consulting engagements where deliverables were accepted
- Custom development work that has been delivered and accepted
- Third-party software licenses or subscriptions purchased on behalf of clients
- Services where the client has received substantial benefit
- Managed services after the service period has commenced
- Emergency or urgent support services that have been provided
5. Refund Request Process
5.1 Notification Requirements
To request a refund, clients must:
- Submit a written refund request within 30 days of the issue occurrence
- Provide detailed explanation of the grounds for the refund request
- Include relevant documentation supporting the claim
- Allow us reasonable opportunity to remedy any service issues
5.2 Review Process
Upon receiving a refund request, we will:
- Acknowledge receipt within 2 business days
- Conduct a thorough review of the request and supporting documentation
- Communicate our decision within 10 business days
- Process approved refunds within 15 business days
6. Partial Refunds
In cases where services have been partially delivered or completed, refunds will be calculated
based on:
- The percentage of work completed satisfactorily
- The value of deliverables accepted by the client
- Time and resources invested in the project
- Any third-party costs incurred on behalf of the client
7. Dispute Resolution
7.1 Internal Resolution
We encourage clients to first discuss any concerns with their project manager or account
representative to seek resolution.
7.2 Escalation Process
If initial discussions do not resolve the issue:
- The matter may be escalated to senior management
- We may engage in mediation if mutually agreed
- Final disputes may be subject to arbitration as outlined in our Terms and Conditions
8. Refund Methods
Approved refunds will be processed using the same payment method used for the original
transaction, unless otherwise agreed. Refund methods include:
- Credit card refunds (processed within 5-10 business days)
- Bank transfers (processed within 3-5 business days)
- Check payments (processed within 10-15 business days)
- Credit towards future services (if mutually agreed)
9. Service Credits
For managed services and ongoing support contracts, we may offer service credits instead of
monetary refunds:
- Credits can be applied to future service periods
- Credits may be provided for service level agreement breaches
- Credits do not extend the original contract term unless specified
- Unused credits expire at the end of the contract period
10. Force Majeure
Refunds may not be available for service delays or cancellations due to circumstances beyond our
control, including:
- Natural disasters or extreme weather events
- Pandemics or public health emergencies
- Government regulations or legal restrictions
- Third-party service provider failures
- Client system or infrastructure issues
11. Limitations
This refund policy is subject to the following limitations:
- Refunds are limited to the fees paid for the specific service in question
- We are not responsible for consequential or indirect damages
- Refund requests must be made within the specified time limits
- All refunds are subject to the terms of the applicable service agreement
12. Policy Updates
We reserve the right to update this Refund Policy at any time. Changes will be posted on our
website with an updated effective date. Existing service agreements will remain subject to the
refund policy in effect at the time of signing.
13. Contact Information
For refund requests or questions about this policy, please contact us: