1. Overview
Due to the custom, time-based, and advisory nature of our digital marketing consulting services, Vystoria LLC maintains a strict no-refund policy for fees paid for work completed. This policy is designed to protect the value of our intellectual effort, strategy development, and dedicated time. By engaging our services, you acknowledge and agree to this policy.
2. No Refunds for Completed Work
- Consulting Services: All fees for consulting hours, audits, strategy sessions, reports, and any deliverables provided are non-refundable once the service has been rendered or the deliverable has been submitted.
- Project-Based Work: For fixed-price projects, any deposits or milestone payments are non-refundable once that phase of work has been completed and delivered, as outlined in the corresponding Statement of Work (SOW).
- Retainer Services: Monthly retainer fees are non-refundable. The retainer secures our availability, expertise, and a specified allocation of time/resources for your account for that monthly period. Unused hours or services in a retainer period do not roll over and are not refundable.
3. Cancellation of Ongoing Services
- Monthly Retainers: You may cancel an ongoing monthly retainer with written notice (email to hello@vystoria.com) according to the terms in your service agreement (typically with 30 days’ notice). Upon cancellation, you will be responsible for payment for the final billing cycle, and no further charges will be incurred. No refunds will be issued for the current or previous billing cycles.
- Project Cancellation: If a client initiates cancellation of a fixed-scope project before completion, the client is responsible for payment for all work completed and expenses incurred up to the cancellation date, as detailed in the project SOW. Any remaining balance for unfinished work will be waived unless otherwise stated.
4. Exceptions (At Our Sole Discretion)
The only potential exceptions to this no-refund policy are:
- If a service paid for was never initiated or rendered due to an error on our part.
- As explicitly required by applicable state or federal law.
Any request for an exception must be submitted in writing to hello@vystoria.com within 7 days of the invoice date and will be reviewed on a case-by-case basis.
5. Disputes & Chargebacks
We are committed to clear communication and client satisfaction. If you have a concern about your bill or the services received, you must contact us directly at hello@vystoria.com to discuss a resolution before initiating a bank chargeback or credit card dispute.
Filing a chargeback without first contacting us to resolve the issue is a violation of these terms. We will vigorously contest unjustified chargebacks with all relevant documentation, including these policies, signed proposals, and records of delivered work.
6. Satisfaction Guarantee & Our Commitment
While we do not offer monetary refunds, we stand by the quality of our work. Our commitment is to:
- Provide clear scope, timelines, and pricing upfront in a written agreement.
- Communicate proactively throughout our engagement.
- Apply our expertise diligently to your project.
- Address any concerns you have about the work promptly and professionally.
If you are unsatisfied with any aspect of our service, we encourage you to contact us immediately so we can work to understand and rectify the issue.
7. Contact Us
For any questions regarding this Refund Policy or to discuss a specific billing concern, please contact us at:
Vystoria LLC
1209 Mountain Road Pl NE, STE R
Albuquerque, NM 87110
Email: hello@vystoria.com
