Refund & Cancellation Policy

Our Commitment to Fair Business

At VTN Multi Services, we strive for complete client satisfaction. We understand that business needs change, and we've designed our refund and cancellation policies to be fair to both our clients and our team. This policy applies to all services including web development, mobile applications, AI solutions, POS systems, and digital marketing.

1. Refund Policy

1.1 Deposit Refunds (Before Work Begins)

If you cancel your project before we begin development work (before design mockups are created), you are entitled to a full refund of your deposit minus a 10% administrative processing fee. The administrative fee covers initial consultations, project documentation, and payment processing costs.

1.2 Partial Refunds (During Development)

Once development has commenced, refunds are calculated based on work completed:

• Design Phase (0-25% complete): 60% refund of remaining balance
• Development Phase (26-50% complete): 40% refund of remaining balance
• Testing Phase (51-75% complete): 20% refund of remaining balance
• Final Review (76%+ complete): No refund available

Work completion percentage will be determined jointly by reviewing delivered milestones against the original project scope document.

1.3 No Refund Situations

Refunds are not available in the following circumstances:

• Project has been completed and delivered to client specifications
• Cancellation is due to client-side delays exceeding 60 days
• Client requests changes that substantially differ from original agreed scope
• Client fails to provide required materials (content, images, credentials) after 3 requests
• Third-party costs already incurred (domain registration, hosting setup, API subscriptions)

2. Cancellation Policy

2.1 Client-Initiated Cancellation

Clients may cancel projects at any time by providing written notice via email to info@vtnmultiservices.com. Upon receipt:

1. We will halt all work immediately
2. Provide a detailed breakdown of work completed
3. Calculate applicable refund based on completion percentage
4. Process refund within 14 business days
5. Transfer all completed work files to client

2.2 VTN-Initiated Cancellation

We reserve the right to cancel projects in the following situations:

• Non-payment or payment delays exceeding 30 days
• Abusive, threatening, or discriminatory behavior toward our team
• Client requests illegal or unethical functionality
• Lack of client responsiveness causing project delays > 90 days

In such cases, you will receive a full refund of any unused portion of your payment, minus costs for work completed to date.

3. Scope Changes & Additional Charges

If project requirements change significantly after work has begun, we will provide a revised quote for the additional work. Scope changes include:

• Adding new features not in original specification
• Changing design direction after approval
• Integrating third-party services not originally scoped
• Expanding page count beyond initial agreement

Minor adjustments and refinements within the original scope are included at no extra charge.

4. Refund Processing

4.1 Timeline

Approved refunds will be processed within 14 business days of cancellation request approval. Funds will be returned via the original payment method. Bank transfers may take an additional 3-7 business days depending on your financial institution.

4.2 Method

Refunds are issued through:

• Bank transfer (for local bank payments)
• PayPal (for PayPal payments)
• Original payment gateway used

Payment processing fees (typically 2-5%) charged by payment gateways are non-refundable as they are third-party charges beyond our control.

5. Post-Launch Support Cancellations

For ongoing maintenance packages:

• Monthly packages: Cancel anytime with 7 days written notice; no refund for current month
• Annual packages: Cancellations receive prorated refund for unused months minus a 15% early termination fee
• Prepaid support hours: Unused hours are refundable for 12 months from purchase date

6. Intellectual Property & Deliverables

Upon cancellation:

• You receive all work completed up to cancellation date
• Full intellectual property rights transfer only upon full payment of invoiced amounts
• Partial payments grant you a license to use completed work; source code ownership retained by VTN until final payment
• We retain the right to showcase non-proprietary portions in our portfolio unless otherwise contracted

7. Disputes & Resolution

If you disagree with our refund calculation or have concerns about project cancellation:

1. Contact us immediately at info@vtnmultiservices.com
2. We'll schedule a call within 48 hours to discuss concerns
3. Attempt amicable resolution through mediation
4. If unresolved, disputes shall be governed by laws of Sri Lanka with jurisdiction in Batticaloa courts

We are committed to fair resolution and will work genuinely to address your concerns before any formal proceedings.

8. Contact for Cancellations

To initiate a cancellation or refund request:

• Email: info@vtnmultiservices.com
• Phone: +94 76 935 9433 (WhatsApp available)
• Subject Line: "Project Cancellation Request - [Your Project Name]"

Please include your project ID, invoice number, and reason for cancellation to expedite processing.