Refund Policy
The short version: an enquiry or free scoping call costs nothing. For paid work, the written offer specifies the job and any cancellation terms before you agree. This policy describes how to request a refund and does not limit your statutory rights. Purchases already made retain the terms accepted for them.
1. One-off services
| Situation | Refund |
|---|---|
| You cancel before work starts | Full refund, no questions asked |
| Work has started but the agreed work is not delivered as promised for reasons within our control | Contact us to agree completion, a proportionate refund for the undelivered work, or another remedy available under your agreement or law |
| The agreed deliverable has been issued | We consider any complaint against the written scope and your statutory rights |
| We stop work because these terms were breached | Any money due back for work not yet done is set by your written offer and your statutory rights |
| We cannot accept your order | Full refund |
We state when work starts in the written offer. A free scoping call is not the start of paid work.
2. Earlier purchases
If you bought a service under an earlier version of the terms, the terms agreed at that purchase still apply. This page does not create a new subscription offer or change an existing order retroactively. Email us with the order reference if you need the relevant version.
3. Your statutory rights
4. How to request a refund
- Email info@vipfish.ai with your order or invoice reference, or your payment receipt and payment date, and explain what you are requesting.
- We aim to respond within 3 working days. The payment route used for a refund depends on how you paid and the payment provider. We will confirm the method and timing with you.
5. Disputes
If you think we got this wrong, email us with the agreed scope and the issue. If you paid by card, you may also raise a dispute with your card provider.