Refund Policy

1. Overview

Because Vertex Trading E-Commerce LLC provides custom, project-based professional services rather than off-the-shelf products, refund eligibility depends on the stage of the engagement and the terms of the applicable service agreement or Order. This policy explains our general approach; the specific terms of your Order take precedence where they differ.

2. Subscription Plans

This section applies to self-service software subscription plans (Starter, Growth, Enterprise and any other plan listed on our Pricing page) purchased through our online checkout, as distinct from the custom project engagements covered elsewhere in this policy.

• Subscriptions renew automatically at the end of each billing cycle (monthly or yearly) until cancelled;
• You may cancel anytime from your account dashboard. Cancellation stops future renewals but does not refund the current, already-paid billing period — you retain access until the end of that period;
• We do not provide partial refunds or credits for unused time within a billing period, except where required by law or as described below;
• If you are charged in error (e.g. a duplicate charge or a charge after you cancelled), contact us and we will investigate and refund the erroneous charge;
• For yearly plans, if you cancel within 14 days of your first payment and have not made substantial use of the paid features, contact us and we will consider a pro-rated refund on a case-by-case basis.

3. Your Right of Withdrawal (EU/UK Consumers)

If you are a consumer based in the European Union or United Kingdom, you generally have the right to withdraw from an online purchase of digital services within 14 days without giving a reason ("cooling-off period"). Because our subscription plans grant immediate access to software features upon payment, you expressly acknowledge and consent, by completing checkout, that Vertex begins providing the subscription service immediately, and that you thereby waive your statutory right of withdrawal once the service has begun, in accordance with applicable consumer protection law. If you have not yet accessed or used the paid features, you may still contact us within 14 days of purchase to request a full refund under this right.

4. Deposits and Milestone Payments

For fixed-scope projects billed in milestones, an initial deposit reserves project resources, scheduling and initiates discovery and planning work. Deposits are non-refundable once work has commenced, as they cover time and resources already committed. Subsequent milestone payments are due upon completion and delivery of the associated milestone as defined in the Order.

5. Cancellation Before Work Begins

If a Client cancels an engagement in writing before any work has commenced (i.e. before the kickoff/discovery phase begins), any payment made will be refunded in full, less any non-recoverable third-party costs already incurred on the Client's behalf.

6. Cancellation After Work Begins

If a Client cancels after work has commenced, Vertex will invoice for all work completed and expenses reasonably incurred up to the date of cancellation, calculated on a time-and-materials or pro-rata milestone basis as appropriate. Any amount already paid in excess of that amount will be refunded within 14 business days of cancellation confirmation.

7. Dedicated Team & Hourly Engagements

For dedicated team and hourly consulting engagements billed on a recurring (e.g. monthly) basis, fees for time already worked are non-refundable. Engagements may typically be paused or terminated with the notice period specified in the Order; unused pre-paid hours or retainer balances, where applicable, are refunded on a pro-rata basis.

8. Quality & Warranty Remediation

If a delivered milestone materially fails to meet the specifications agreed in the Order, our first commitment is to remedy the defect within the warranty period described in our Terms & Conditions, at no additional cost. Refunds for quality issues are considered only where remediation is not possible or reasonably practicable, and are evaluated on a case-by-case basis in good faith discussion with the Client.

9. Non-Refundable Items

The following are generally non-refundable:

• Third-party costs already incurred on the Client's behalf (e.g. domain registrations, cloud hosting credits, third-party licenses, API costs);
• Time and work already completed and delivered;
• Consulting or advisory sessions already conducted;
• Custom deliverables already accepted in writing by the Client.

10. How to Request a Refund

To request a refund, please contact your project lead or email info@vertextradingsllc.com with your Order/invoice reference and the reason for your request. We aim to acknowledge refund requests within 2 business days and resolve them within 14 business days.

11. Refund Method

Approved refunds are issued using the original payment method wherever possible. Processing times may vary depending on your bank or payment provider, typically 5–10 business days after the refund is issued.

12. Changes to This Policy

We may update this Refund Policy from time to time. The version in effect at the time your Order is signed governs that engagement, unless a superseding written agreement states otherwise.