Credit/Debit Card Security: Cardholder details will not be stored, sold, shared, rented, or leased to third parties. Refunds, where applicable, are always processed back to the original payment method.
Thank you for choosing Vectaga, operated by Nikhat VCloud Solutions L.L.C in the United Arab Emirates. This Refund Policy explains when refunds may be issued and how to request them. By subscribing, purchasing, or using our services, you agree to this policy.
1. Refund Window
Unless otherwise specified in an order or SOW, prepaid fees are refundable within 14 days of payment before service commencement. Once work begins, refunds are limited to unperformed portions at our discretion.
2. Method & Timing
Approved refunds are credited back to the original payment method and are typically processed within 10–45 days, depending on the issuing bank or payment provider.
3. Eligibility for Refunds
- Service not delivered: Payment received but no access or service delivery provided due to our error.
- Wrong service provided: The service delivered does not match what was purchased or described at the time of the transaction.
- Defective or faulty service: A material technical fault — a reproducible issue preventing core use of the service, unresolved for 15 business days despite reasonable cooperation from the client.
- Service integrity compromised: Evidence that the service delivered was tampered with, corrupted, or compromised in a way that renders it unusable or insecure.
- Unauthorized transaction: A payment made without your authorization, verified by our payment processor.
- Scope deviation: For fixed-scope consulting or project work, a partial refund may apply if the delivery materially deviates from the agreed scope and cannot be remedied within a reasonable timeframe.
4. Non-Refundable Situations
- Completed services, consumed hours, or incurred third-party costs
- Custom development or deliverables built to client specification
- Change of mind after service access begins
- User error/misuse or unsupported configurations
- Partially used monthly subscriptions
5. Subscription Cancellations & Proration
Card Security: Vectaga will not pass your debit or credit card details to any third party. All payment data is handled exclusively by our payment processor.
All Vectaga subscriptions (Core, Growth, Enterprise) auto-renew at the end of each billing period. You may cancel at any time, subject to the following:
- Monthly plans: Cancel anytime by emailing contact@vectaga.com. Your service remains active until the end of the current billing month. No refunds or credits are issued for unused days within the paid period.
- Annual plans: Cancel within the first 30 days for a prorated refund (less any setup fees, onboarding costs, and consumed credits/hours). After 30 days, the remaining annual term is non-refundable unless required by law, but you retain full access until the end of the annual period.
- One-time services / project work: Refunds only apply under the eligibility criteria in Section 3 above.
6. How Cancellation Works
- Request: Send an email to contact@vectaga.com with the subject "Cancellation Request" including your account email, company name, and plan name.
- Confirmation: We will confirm your cancellation within 2 business days and provide the effective end date of your service.
- No further charges: Once confirmed, no additional charges will be made after the end of your current billing period.
- Data retention: After your service ends, account data is retained for 30 days in case you wish to resubscribe. After 30 days, data may be permanently deleted per our Privacy Policy.
- Downgrade alternative: Instead of cancelling, you may request to downgrade to a lower-tier plan. Downgrades take effect from the start of your next billing cycle. Contact us for details.
7. How to Request
Email contact@vectaga.com with subject "Refund Request" including:
- Account email and company name
- Invoice number / order ID
- Service/plan purchased
- Reason for refund request with any supporting documentation
We will review within 7 business days. If approved, the refund is processed within 10–45 days.
8. Chargebacks
Initiating a chargeback may result in suspension of services while investigation is ongoing. We encourage contacting us first to resolve issues directly.
9. Promotional Offers & Trials
Promotional credits are non-cash and non-refundable. Free trials end automatically unless converted to a paid plan; subsequent fees follow this policy.
10. Governing Law
This Refund Policy is governed by the laws of Dubai, United Arab Emirates.
11. Contact
Nikhat Vcloud Solutions L.L.C
Office No. M05-49, Sama Residence, Al Nahda First, Dubai, UAE
Phone: +971 583080872
Email: contact@vectaga.com