We want every Vertex client to feel that the engagement was worth it. If something is wrong, the fastest path to a fair outcome is to contact us directly — we resolve the vast majority of refund requests in the client's favor and we move quickly.
1. Our customer-first commitment
Our policy is intentionally simple and pro-client: if you are not satisfied with our services, you may request a refund and we will process eligible refunds in your favor within five (5) business days of receiving the request. We would rather make things right than spend time disputing payments.
2. How to request a refund
Send a refund request to billing@vertex-consulting.co with:
- Your full name and the email used at checkout.
- The PayPal transaction ID or invoice number.
- A short description of the issue (one or two sentences is enough).
You will receive an acknowledgement within one (1) business day.
3. Eligibility window
Refund requests may be submitted at any time during an active engagement and up to fourteen (14) calendar days after the final deliverable has been provided. After this window, refund requests will be considered on a case-by-case basis.
4. How refunds are processed
- Approved refunds are issued through PayPal to the original funding source used for the payment.
- Refunds are issued within five (5) business days of approval.
- Depending on your bank or card issuer, the funds may take additional time to appear on your statement.
- Currency conversion losses or PayPal fees that PayPal does not return to us are not refundable, but Vertex will not deduct its own fees from the refund.
5. Partial refunds
For engagements that are partially delivered, refunds are calculated on a pro-rata basis for the portion of the work not yet performed. If you are unhappy with completed work, please contact us — we will still work with you to find a fair outcome, including additional partial refunds where appropriate.
6. Non-refundable items
- Third-party costs, licenses, subscriptions or out-of-pocket expenses that have already been paid on your behalf and cannot be recovered.
- Fees for completed milestones that you accepted in writing more than fourteen (14) days before the refund request.
7. PayPal disputes and chargebacks
Please contact us before opening a PayPal dispute or filing a chargeback. Because our policy is to resolve refund requests in the client's favor, we can almost always settle the matter faster directly than through the dispute process. If you do open a PayPal case, we will respond within PayPal's required timelines and continue to seek a fair resolution.
8. Changes to this policy
We may update this Refund Policy from time to time. Updated terms will be posted on this page with a new "Last updated" date and will apply to payments made after the posting date.
9. Contact
Refunds and billing: billing@vertex-consulting.co
General questions: hello@vertex-consulting.co