Refund Policy

Overview

Vector Flow's refund policy is designed to be fair to both clients and our delivery teams. We invest substantial engineering resources into each engagement from the moment work begins. This policy sets out the circumstances under which refunds may be granted, the processes involved, and any applicable limitations.

Project Engagements (Custom AI Development)

Cancellation Before Work Begins

If you cancel a signed project before Vector Flow has commenced any billable work, you are entitled to a full refund of any advance payment made, less a 5% administrative processing fee.

Cancellation After Work Has Begun

If you cancel after work has commenced but before project completion:

• You will be charged for all work completed to the date of cancellation notice, at the hourly or milestone rate agreed in the SOW
• Any advance payment in excess of work completed will be refunded within 14 business days
• If advance payment is insufficient to cover work completed, you remain liable for the balance

Non-Delivery by Vector Flow

If Vector Flow fails to deliver agreed milestones within the timeline specified in the SOW (excluding delays caused by the client's failure to provide required materials, approvals, or access), you may raise a formal dispute per our process below. Remedies include milestone rescheduling, partial refund, or full refund depending on the extent of non-delivery.

Project Completion — Change of Mind

No refunds are available after project delivery and client acceptance (confirmed in writing or by use of delivered materials).

SaaS Subscriptions & Platform Access

Free Trial

No charge applies during a free trial period. If you cancel before the trial ends, you will not be billed. Trial abuse (creating multiple accounts to obtain repeated trials) may result in permanent account termination without refund eligibility.

Monthly Plans

Monthly subscriptions are billed in advance. Cancellations take effect at the end of the current billing period. No prorated refunds are issued for partial months. Access continues until the end of the paid period.

Annual Plans — First 30 Days

If you cancel an annual plan within the first 30 days of purchase, you are entitled to a prorated refund for all unused complete months remaining in the annual term, less a 10% early-cancellation administrative fee.

Annual Plans — After 30 Days

No refund is issued for annual plans cancelled after the first 30 days, but cancellation prevents automatic renewal. Access continues to the end of the annual term.

Platform Downtime

If our SaaS platform experiences unscheduled downtime exceeding our published SLA (99.5% monthly uptime), affected clients will receive a prorated service credit applied to the next billing cycle. Credits are not cashable.

Managed AI Services

Monthly managed service retainers are billed in advance and are non-refundable once the service month has commenced. This reflects the staffing and infrastructure commitments made on your behalf.

For multi-month managed service agreements, the following applies:

• Cancellation with 30 days' notice: No refund for the current month; subsequent months not charged
• Cancellation without notice: Current month plus a 30-day notice period charge applies; subsequent months not charged
• Service failures: If we consistently fail to meet agreed SLA metrics for 2 consecutive months, you may terminate without penalty and receive a prorated refund for the remaining prepaid term

Non-Refundable Items

The following are non-refundable under all circumstances:

• Setup fees, onboarding fees, and implementation fees once the onboarding process has begun
• Training, workshop, or consulting session fees for sessions that have been delivered or where cancellation notice was less than 48 hours
• Third-party costs incurred on your behalf (cloud compute, data licensing, API credits from third-party providers)
• Completed deliverables accepted by the client
• Subscriptions or plans where access has already been used to train AI models or export data
• Customisation fees for bespoke features or integrations already developed
• Payment processing and gateway fees (typically 2–3% of transaction value)

How to Request a Refund

To request a refund, please follow this process:

1. Email: Send your refund request to billing@vectorflowsoft.com
2. Subject line: "Refund Request — [Your Company Name] — [Invoice Number]"
3. Include: Your account email, order/invoice number, amount paid, reason for the refund request, and any supporting documentation
4. Deadline: Refund requests must be submitted within 60 days of the payment date or delivery date, whichever is later. Requests outside this window will not be processed

Our billing team will acknowledge your request within 2 business days and provide a resolution within 10 business days.

Refund Processing

Approved refunds are processed as follows:

• Credit/Debit Cards: 5–10 business days to appear on your statement (dependent on your card issuer)
• Net Banking / UPI (India): 3–5 business days
• Wire Transfer / NEFT / RTGS: 5–7 business days
• PayPal: 3–5 business days

Refunds are processed in the original payment currency. Vector Flow is not responsible for currency conversion losses or bank charges imposed by your financial institution.

Disputed Charges & Chargebacks

Before initiating a chargeback with your bank or card issuer, please contact us at billing@vectorflowsoft.com. We can typically resolve billing disputes faster and with less friction than a formal chargeback process.

Unjustified chargebacks where services have been delivered as agreed may result in:

• Immediate suspension of account access
• Recovery of the chargebacked amount plus a ₹5,000 chargeback processing fee
• Referral to our legal team for debt recovery

For unresolved disputes, refer to the Dispute Resolution provisions in our Terms & Conditions.

Contact

Billing & Refunds: billing@vectorflowsoft.com

General Support: support@vectorflowsoft.com

Phone: +91 80 4600 0000 (Mon–Fri, 9am–6pm IST)