Refund policy

At Vortex LLC, we are committed to delivering elite software engineering, architecture optimization, and technical services. Because our work involves highly customized consulting, dedicated resource allocation, and bespoke development, we govern our engagements with a transparent approach to revisions, cancellations, and refunds.

By engaging Vortex LLC or subscribing to our service agreements, you agree to the terms outlined below.

1. Professional & Consulting Services

For custom development, technical strategy, API integrations, CRM solutions, and cloud migration services:

  • Retainers and Project Deposits: All initial setup fees, project kickoff deposits, and retainer payments are non-refundable. These fees secure dedicated engineering hours and architectural planning resources.

  • Completed Milestones: Work delivered and accepted at defined project milestones under your statement of work (SOW) is non-refundable.

  • Project Cancellation: Either party may terminate an active project according to the cancellation notice period outlined in your master services agreement (MSA). Upon cancellation, you will be invoiced for all engineering hours logged up to the official termination date, and no refunds will be issued for completed labor.

2. Technical Support & Maintenance Agreements

For ongoing technical support contracts, continuous infrastructure monitoring, and patch management agreements:

  • Monthly Commitments: Dedicated support agreements are billed on a recurring monthly or annual cycle. Monthly service fees are non-refundable once the billing cycle begins, as engineering infrastructure and standby resources are actively maintained for your account.

  • Cancellation Notice: To avoid being billed for the subsequent cycle, cancellation requests must be submitted in writing at least thirty (30) days prior to your next scheduled renewal date.

3. Exceptional Circumstances & Service Credits

We take pride in engineering excellence and operational stability. If you believe your service delivery did not meet the technical scope or Service Level Agreements (SLAs) explicitly contractually guaranteed in your MSA:

  • Review Process: You must submit a formal review request to your account lead within fourteen (14) days of the specific incident or milestone delivery, detailing the technical non-conformance.

  • Resolution: If our leadership team determines that a service milestone fell short of agreed-upon specifications, Vortex LLC will, at its sole discretion, either remedy the technical defect at no additional cost to you, or issue a Service Credit to be applied to future billing cycles. Cash refunds are not typically issued.

4. Third-Party Costs

Vortex LLC service fees do not include external infrastructure expenses. Any third-party costs incurred during our engagement—including but not limited to cloud provider charges (e.g., AWS, Google Cloud), external API licensing fees, or CRM platform software subscriptions—are paid directly by the client or passed through. Vortex LLC is under no circumstances responsible for issuing refunds or credits for external third-party infrastructure fees.

5. Contact Us

If you have questions regarding your active statement of work, billing schedule, or wish to request a review of a recent milestone delivery, please reach out directly to your designated account lead or contact our billing desk:

  • Email: support@vorteeex.com

  • Response Time: We review all billing and service queries within two (2) business days.