Understanding Our Refund Approach
At Veralox, we build digital products that require significant planning, research, and creative work. Most of this happens before you see the final design or prototype. Because of this front-loaded investment, our refund policy reflects the realities of design work.
We want you to feel confident working with us. That's why we've created clear guidelines about when refunds are possible and what to expect throughout the process. This policy applies to all mobile app UX/UI design services provided after January 2025.
Project Cancellation Before Work Begins
If you need to cancel before we've started actual design work, we understand. Life happens. Business priorities shift.
- Full refund minus a 10% administrative fee
- Request must come within 72 hours of payment
- No design files or research delivered yet
- Refund processed within 10 business days
Early Stage Work
Once we've begun research, user journey mapping, or initial wireframes, significant work has been completed. This stage typically covers the first 30% of project timeline.
- 50% refund of remaining project balance
- All completed research transferred to you
- Wireframes and concepts included
- Documentation provided as-is
Mid-Project Cancellation
After design concepts are approved and we're into visual design or prototyping phases, most creative investment has occurred.
- No refund available after this milestone
- All completed work files provided
- Design system components included
- Usage rights fully transferred
Service Issues
If we fail to deliver on agreed timelines or quality standards through documented errors on our part, that's on us.
- Partial or full refund evaluated individually
- Based on specific circumstances
- Documented communication required
- Resolution discussion scheduled first
How to Request a Refund
Send Your Request
Email us at support@veralox.top with your project details, invoice number, and reason for the refund request. Be specific about what's prompting this decision so we can understand your situation.
Initial Review
We'll review your request within three business days. During this time, we'll assess what stage your project is at, what work has been completed, and which policy terms apply to your specific situation.
Discussion Call
We'll schedule a call to discuss your concerns. Sometimes issues can be resolved through adjustments or timeline changes. If a refund is appropriate, we'll explain exactly what you can expect and when.
Processing
Once approved, refunds are processed within 10 business days. The time it takes to appear in your account depends on your payment provider. Bank transfers typically take 3-5 days, while card refunds can take up to 10 days.
Specific Scenarios Explained
Dissatisfaction with Design Direction
If you're unhappy with the creative direction during the concept phase, we offer two rounds of revisions as standard. Additional revisions can be accommodated. However, subjective preference changes after approval of concepts typically don't qualify for refunds since this represents agreed-upon work.
Timeline Delays from Your Side
Projects paused due to delayed feedback, content, or approvals from your team don't qualify for refunds. We'll work with you to resume when you're ready. If projects remain inactive for over 90 days, they're considered complete with all work delivered as-is.
Technical Implementation Issues
We design interfaces. We don't typically handle development unless explicitly contracted. If your development team encounters issues implementing our designs, that's separate from our design deliverables. We offer implementation support consultations, but these don't affect refund eligibility.
Change in Business Direction
We get it. Markets shift. Funding falls through. Priorities change overnight. These are valid reasons to pause or cancel a project. Refund eligibility depends on project stage as outlined above. We'll transfer all completed work regardless of refund status.
Third-Party Service Dependencies
If your project involves third-party tools, platforms, or services that we've recommended or integrated, refunds for those services follow their individual policies. We can't refund costs for external services, even if your main project qualifies for a refund.
Processing Timeframes
Initial review of your refund request and eligibility assessment
Discussion call scheduled and refund decision communicated
Approved refunds processed through our payment system
Refund appears in your account depending on your bank or payment provider
Questions About This Policy?
We'd rather have a conversation than leave you confused about how refunds work. Reach out if anything here is unclear or if your situation doesn't quite fit these scenarios.
Important Details
This refund policy was last updated in January 2025 and applies to all projects contracted after this date. Projects contracted before this date follow the terms agreed upon at the time of signing.
Refunds are issued using the same payment method used for the original transaction. If this isn't possible for technical reasons, we'll work with you to find an alternative that works for both parties.
All refund decisions are made at the discretion of Veralox management based on the specific circumstances of each case. We aim to be fair and reasonable in all situations. If you believe we've made an error in applying this policy to your situation, you can request a secondary review.
For projects involving multiple phases or milestones, refund eligibility is calculated based on the specific phase in question rather than the overall project. Completed phases are typically not eligible for refunds even if later phases are cancelled.