REFUND
POLICY
Last updated: 1 January 2026. Our refund policy is designed to be fair to both our clients and our team.
At VELOX AI, we invest significant time, expertise, and resources into every client engagement from the moment we begin work. This policy explains our position on refunds fairly and transparently.
Our Commitment
We are committed to delivering high-quality work that meets the agreed scope. Before we begin any project, we take time to understand your goals, agree on deliverables in writing, and ensure alignment on expectations. This process is designed to minimise the likelihood of dissatisfaction.
Project-Based Work (One-Time Engagements)
- Deposits: The 50% deposit paid upon signing is non-refundable once work has commenced. This covers the strategic planning, research, and initial design work completed during project kickoff.
- Before work begins: If you request cancellation before we have begun any work (within 48 hours of signing and before the project kickoff call), your deposit will be refunded in full.
- During the project: If you choose to cancel after work has commenced, you will be invoiced for all work completed to the date of cancellation. Any amount paid beyond what is owed will be refunded.
- Final payment: Final payments are non-refundable once the final deliverable has been delivered and approved by the Client.
Monthly Retainer Services
- Monthly retainers are invoiced in advance and are non-refundable once the billing period has commenced.
- You may cancel future months by providing 30 days' written notice. No partial-month refunds are issued.
- If VELOX AI fails to deliver the agreed services in a given month due to our own error or circumstances within our control, we will credit the following month's invoice appropriately.
When We Will Issue a Refund
We will issue a full or partial refund in the following situations:
- Cancellation by the Client within 48 hours of signing, before any work has commenced
- VELOX AI is unable to commence the project within the agreed timeframe for reasons within our control
- A documented and verifiable failure by VELOX AI to deliver work that materially meets the agreed project specification, after reasonable opportunity to remedy has been provided
Dispute Resolution
If you are unhappy with any aspect of our work, we ask that you contact us at hello@veloxai.com before initiating any dispute. We are committed to finding fair solutions and will always work with you in good faith to resolve issues. Most concerns can be resolved through open communication.
Process for Requesting a Refund
- Email hello@veloxai.com with "Refund Request" in the subject line
- Include your name, company, project details, and the reason for your request
- We will acknowledge your request within 2 business days and aim to resolve it within 10 business days
Contact
Questions about this policy? Contact us at hello@veloxai.com.