Valwet Refund Policy
Introduction: This Refund Policy outlines the circumstances under which clients may request a refund for services purchased from Valwet. Because Valwet provides non-tangible, service-based products (consulting, digital marketing, branding, development work), our offerings cannot be “returned” in the way physical goods can. As such, our refund and cancellation terms focus on service satisfaction and fairness. By purchasing or subscribing to any Valwet service, you acknowledge and agree to this Refund Policy. We establish this policy in the spirit of good faith between Valwet and our clients, to ensure clarity and mutual understanding.
Scope: This policy applies to all services offered by Valwet, including business consulting, financial analysis, digital marketing campaigns, branding projects, and website development services. It covers client-initiated cancellations, refund requests, and the conditions under which refunds may be granted or denied. For the avoidance of doubt, “refund” refers to the return of payments made by the client to Valwet for the specified service.
General No-Refund Policy for Services: In general, fees paid for our services are non-refundable once Valwet has begun working on the service or project. Due to the custom, labor-intensive, and digital nature of our services, we cannot undo or return the time and expertise already invested. Once work has commenced on a project or a service has been delivered in whole or in part, we do not offer refunds for the fees corresponding to the work already completed. Similarly, if a service or consulting engagement has been fully delivered as agreed, no refund will be issued for that completed service. This no-refund policy helps us prevent abuse and compensates our professionals for their time and effort.
However, Valwet is committed to client satisfaction. If you have concerns about the quality or progress of our work, we encourage you to contact us promptly. We will make good-faith efforts to address any issues, provide revisions or corrections if appropriate, and work toward a resolution that meets your business needs. Our priority is to deliver value, and we will strive to fix any shortcomings in our services rather than resorting to refunds whenever possible.
Exceptions – Eligibility for Refunds: While refunds are generally not provided once work has started, there are certain exceptional situations where Valwet will consider a refund or partial refund:
Accidental Duplicate Payment: If you unintentionally make a duplicate payment for the same service or invoice, we will refund the duplicate amount in full.
Service Non-Delivery: If, due to an issue on Valwet’s side (e.g. our team failing to start the project with no deliverables provided) you receive none of the expected services, you may request a full refund for that service. This does not apply if the lack of delivery was due to your failure to provide required information or materials – in such cases we will work with you to complete the service rather than issue a refund.
Significant Failure to Perform as Agreed: If Valwet fails to deliver a substantial portion of the services explicitly agreed upon in a signed proposal or contract – for example, missing major milestones without justification or producing work that is completely unusable and not as per requirements – and cannot remedy the issue, we may offer a partial or full refund depending on the extent of work not delivered. Such situations will be assessed on a case-by-case basis.
Project Cancellation by Valwet: If Valwet must cancel a project or service due to our own circumstances (e.g. due to resource unavailability or other business reasons) and the client has already paid, we will refund any fees for work not yet completed. (If any portions have been completed and delivered, the value of those portions may be deducted from the refund, based on a reasonable pro-rata calculation.)
Please note that beyond the above circumstances, refunds will generally not be given for reasons such as a change of mind, shifting to a different provider, or dissatisfaction with results after the service has been substantially delivered as promised. For example, if a marketing campaign was executed as planned or a website was developed to the agreed specifications, the fact that a client expected a different outcome or no longer wants the service is not grounds for a refund. We encourage clients to be sure of their commitment before engaging our services.
Cancellation and Cooling-Off Period: We understand that sometimes clients may need to cancel a service shortly after purchase. If you request a cancellation before we have started working on your project, we may accommodate a refund request subject to a deduction of any payment processing fees or administrative costs incurred. In particular, for one-time service purchases or fixed-fee projects:
Cancellation within 7 Days of Order (Before Work Begins): If you change your mind and cancel the service within seven (7) calendar days of payment, and we have not yet commenced any work or allocated significant resources to your project, we can issue a refund of the amount paid, minus any reasonable costs already incurred (for example, non-recoverable fees to third parties, or a setup fee if applicable). This courtesy refund is at Valwet’s discretion and may require you to confirm in writing that you will not use any preliminary advice or materials we may have provided.
After Work Commences: Once we have started work on your service (planning, research, or actual execution), any cancellation will not be eligible for a full refund. We may consider a partial refund for the portion of work not yet completed, but this will also account for the time and resources already spent. For instance, if a project is 50% completed and you wish to cancel, Valwet may retain fees for the work done and potentially refund a portion corresponding to work not done. The exact amount (if any) will be determined case-by-case, based on contractual terms and fair value of the completed work.
For ongoing or retainer-based services (such as monthly marketing retainers or maintenance contracts), please note that there may be a minimum commitment period specified (e.g. a 3-month minimum engagement). By signing up for such a service, you are committing to the minimum term. If you terminate the service early, you will still be liable for fees for the minimum commitment duration, and no refunds will be provided for early cancellation. After the minimum period, you can usually cancel with notice (e.g. 30 days’ notice for monthly services) as per the service agreement; any prepaid amounts for periods after the notice period may be refunded in that case. Details of cancellation terms for ongoing services will be stated in the service agreement or proposal. Always refer to your specific contract for any service-specific cancellation policy.
Process for Requesting a Refund: If you believe you are entitled to a refund under this policy or wish to request one, you must contact Valwet to initiate the request. Please email us at help@valwet.com or info@valwet.com with the subject line “Refund Request – [Your Name/Company]” and include the following details in your message:
Your full name (or company name) and contact information.
The service purchased and date of purchase. Include any order number, invoice number, or contract reference if available.
The amount paid and the date of payment.
A clear explanation of the reason for your refund request, including which of the above eligibility criteria you believe applies (e.g. duplicate payment, non-delivery, etc.). If it’s related to a service issue, describe the issue in detail and any steps taken so far to resolve it.
Once we receive your refund request, our team will review it promptly. We may reach out for additional information or clarification if needed. We aim to respond to refund requests within 7 business days to acknowledge receipt and outline next steps. A full investigation and decision on the refund will typically be made within 10 business days after we have all necessary information. If your refund is approved, we will inform you via email and process the refund to the original payment method used. Please note that it may take additional time (usually 5-10 business days after processing) for the refunded amount to appear on your credit card or bank statement, depending on the payment processor or bank.
If the refund is denied, we will provide you with an explanation for the decision. In some cases, we may offer an alternative resolution, such as a credit toward future services or additional services/revisions to address your concerns, in lieu of a monetary refund.
Good Faith and Fair Use of Policy: We value our clients and strive to be fair and reasonable. This Refund Policy is designed to protect both client interests and Valwet’s business. We will evaluate all refund and cancellation requests in good faith and ensure that genuine cases of dissatisfaction or non-performance are addressed fairly. Conversely, we ask clients to also act in good faith. This policy should not be abused to obtain free services or unjustified refunds for work that has been provided as agreed. Valwet reserves the right to refuse a refund request if we believe a client is attempting to exploit this policy, such as by repeatedly demanding refunds after substantial services have been rendered or by making false claims. Our decision to grant exceptions (e.g. a refund in a situation not strictly covered above) in one instance does not obligate us to do so in the future.
Changes to Services or Prices: If a project’s scope changes at the client’s request after work has begun, any additional costs or adjustments will be agreed upon in writing (change order or addendum). If the client decides to reduce the scope, we will determine if any partial refund is due for removed components, factoring in work already done. If Valwet needs to change or cancel a service (for instance, discontinuing a certain package), we will notify affected clients and provide options such as switching to an equivalent service or receiving a pro-rated refund for any unused portion.
Statutory Rights (Consumers): If you are a consumer (an individual purchasing services for personal use, not as a business), you may have certain statutory rights under UK law regarding cancellations and refunds. For instance, under the Consumer Contracts Regulations, you might have a right to cancel certain service contracts within 14 days of purchase. However, if you request us to begin the services within that 14-day period (with your consent, e.g. by instructing us and scheduling work) and we complete the services within that time, your right to cancel may be lost or the refund may be pro-rated to account for work done. Nothing in this Refund Policy is intended to infringe upon or limit any rights you have under law. We believe the above policy complies with and goes beyond basic legal requirements to ensure fairness. UK consumers who have questions about their statutory cancellation rights can contact us or seek advice from agencies like Citizens Advice.
Contact and Policy Acceptance: By engaging Valwet for services and making a payment, you indicate that you understand and agree to this Refund Policy. If you have any questions or concerns about the policy before purchasing, please contact us and we will be happy to clarify. You can reach us at:
Email: help@valwet.com or info@valwet.com
Phone: +44 7482 793227
Address: 11 Wave Close, Walsall, WS2 9LW, United Kingdom
Our customer support team will assist you with any inquiries regarding cancellations or refunds. This Refund Policy is also available on our website for your reference. We may update this policy from time to time (for example, to reflect changes in our services or legal requirements). The latest version will be posted on Valwet.com. Continued use of our services after a policy update signifies your acceptance of the changes. Thank you for your trust in Valwet. We are committed to delivering quality services and will always do our best to ensure client satisfaction.