Legal
Refund Policy
Last updated: 28 July 2026 · Version 1.0
The short version: full refund before work starts; pro-rata refund if we miss the stated delivery window; no refund once the sealed deliverable is issued. Subscriptions can be cancelled any time and stop at the end of the paid period. Your statutory rights are unaffected.
1. One-off services
| Situation | Refund |
|---|---|
| You cancel before work starts | Full refund, no questions asked |
| Work has started but we miss the stated delivery window for reasons within our control | Pro-rata refund reflecting the undelivered portion, or full redelivery at a new agreed date — your choice |
| The sealed deliverable has been issued within the stated window | No refund — the service is complete |
| We cannot accept or complete your order | Full refund |
"Work starts" when we begin reviewing your materials or open your engagement file, whichever is earlier. We will tell you when work has started if you ask.
2. Subscriptions
- Cancel any time by emailing hello@vipfish.ai.
- Cancellation takes effect at the end of the current paid period — you keep access until then; no further renewals are charged.
- We do not normally refund partial subscription periods, except where section 1 (missed delivery window) applies to a deliverable due in that period.
3. Your statutory rights
Nothing in this policy limits your rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Where those rights give you more than this policy, the law wins.
4. How to request a refund
- Email hello@vipfish.ai with your invoice number and what you are asking for.
- We respond within 3 working days and return approved refunds by bank transfer to the account the payment came from, normally within 5 working days of approval.
5. Disputes
If you think we got this wrong, email us first — most issues resolve quickly. You can also dispute a charge with your card provider, but talking to us first is usually faster for both of us.