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Return and Refund Policy

Return and Refund Policy

 

Last updated: 23/9/2026

VectorQX provides custom, project-based BIM, CAD, drafting, and design services rather than physical or off-the-shelf products. Because deliverables are created specifically to a Client’s project requirements, this policy explains how cancellations, revisions, and refunds are handled instead of a traditional product “return.”

1. Nature of Our Services

Since each engagement is a bespoke professional service produced against a Client’s specific brief, deliverables cannot be “returned” in the way a physical product can. This policy instead covers cancellation of an engagement and the circumstances in which a refund may be issued.

2. Cancellation by the Client

  • Before work has started: If a Client cancels a confirmed project before VectorQX has commenced any work, any advance payment made will be refunded in full, less any payment gateway transaction charges actually incurred (if applicable).
  • After work has started: If a Client cancels after work has commenced, VectorQX will invoice/retain fees proportional to the work completed and any resources committed up to the cancellation date. Any remaining balance of an advance payment (after deducting these costs) will be refunded.
  • Cancellation requests must be submitted in writing to info@vectorqx.com, quoting the project/invoice reference.

 

3. Revisions Before Refund

If a Client is dissatisfied with a deliverable, VectorQX’s first step is to address this through the revision rounds included in the agreed scope. A refund request based on dissatisfaction will only be considered where:

  • The deliverable materially fails to meet the written specifications agreed at the start of the project, and
  • VectorQX has been given a reasonable opportunity to correct the issue through the agreed revision process and has failed to do so.

 

4. Non-Refundable Circumstances

Fees are generally non-refundable where:

  • Work has been substantially or fully completed and delivered in accordance with the agreed scope;
  • The issue raised arises from incomplete, inaccurate, or late information/feedback supplied by the Client;
  • The Client requests changes outside the original agreed scope after delivery;
  • Delays or output issues result from third-party software, files, or standards outside VectorQX’s control.

 

5. Refund Method and Timeline

Approved refunds will be processed to the original method of payment (or bank transfer, where the original method is not possible) within [7–14] business days of approval. Where payments were made through our online “Pay Now” facility, refund timelines may also depend on processing times of the payment gateway and the Client’s bank/card issuer.

6. Failed or Duplicate Payments

If a payment fails to reflect correctly, or a duplicate payment is made through the online payment facility, please contact us immediately with the transaction reference so we can verify with the payment gateway and process a correction or refund as applicable.

7. How to Request a Cancellation or Refund

Please contact us with your project/invoice reference and reason for the request:

We aim to acknowledge all cancellation/refund requests within 2 business days and resolve them promptly thereafter.

8. Changes to This Policy

We may update this Return and Refund Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.