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Velvet Vizion

§ Legal

Refund & Cancellation Policy

Last updated: 30 September 2026

A refund policy you can read in one sitting is part of the honest-from-day-one promise. This is exactly how money moves if you decide not to proceed — for onboarding, for your website, for the plan fee, and for message bundles and extra chairs. The Free plan costs nothing, so almost none of this applies to it. It sits alongside, and uses the same definitions as, our Terms & Conditions.

1. The one-time charges, and when each is due

Onboarding on the Growth plan is ₹4,990, due before we begin work — and waived under the introductory offer and on any two- or three-year term. A website, if you ask us to build one, is ₹14,990, due at go-live. They are separate charges on separate dates, deliberately: you are never asked to pay for the website before you have seen it.

Each additional location on Growth carries a ₹14,990 one-time onboarding add-on, which follows the same rules as the onboarding fee below.

In plain terms

Pay for onboarding to start; pay for a website only when it goes live. If you look at what we've built and decide not to launch, you never pay the website charge at all.

2. Before we begin work

If you have paid the ₹4,990 onboarding fee but we have not yet started any work, tell us and we will refund it in full. "Started work" means we have begun your data migration, your WhatsApp Business setup, your configuration, or your website.

3. Once onboarding work has begun

The onboarding fee is not refundable once we have started, because by then the work exists: your records are being migrated, your WhatsApp Business Account is being provisioned, and your configuration is being built. This is a service already performed, not a deposit held against future service.

4. The website, once delivered

The ₹14,990 website charge falls due at go-live and is not refundable once your site is live, for the same reason: the work has been delivered. Before go-live it is simply not payable — if you decide not to launch, you owe nothing for it. You own your content and your domain either way; what happens to hosting when you leave is in clause 6 of our Terms.

In plain terms

We would rather lose the website charge than argue about it. That's why it's payable at launch — by the time you owe it, you have already seen exactly what you're paying for.

5. The plan fee, for one year or several

Growth is sold for a term of one, two or three years, paid up front. The fee buys that term, and it is not refundable in whole or in part once the term has started — including if you stop using the service part-way through, and including where it was bought at the ₹24,990 introductory price.

A two- or three-year term is one purchase, not a string of single years: its discount and its waived onboarding exist because of the commitment, so the later years of a term that has started are not refundable either.

If you have paid for a term that has not started, tell us before it starts and we will refund it in full. Once a term ends, nothing further is charged unless you renew. There is no exit fee, no notice period beyond telling us, and no penalty of any kind for choosing not to renew — you simply move to the Free plan, or leave.

In plain terms

You buy a term, the way you'd buy a year of anything else. Stop using it in month seven and we don't bill you again — but we don't refund the rest of the term either. Everything you put into the system stays exportable regardless.

6. Messages already sent are never refundable

Messages are counted as they are sent, and every one of them has already been paid for by us to Meta at the moment of delivery. They cannot be un-sent. Whether they came out of a bundle or were billed per message, they are not refundable, exchangeable or creditable under any circumstances — including if you cancel, if a campaign underperforms, or if you later decide a campaign was a mistake.

In plain terms

This is the one hard line in this policy. Once a message has gone out, we have bought and spent it. There is no version of this where we can hand that back.

7. Message bundles

A bundle is a one-time purchase, valid for twelve months from the day you buy it. Bundle messages are used first; after that, messages bill at the per-message rates. Unused messages do not carry over and are not refundable. A bundle is a prepaid allowance for twelve months, not a balance you own: it cannot be exchanged for anything else or transferred to another clinic, and what is left when it expires is not refunded or credited. We say this here as plainly as we say it on the pricing page, because a bundle that quietly expires is the kind of thing a clinic should meet before it buys and not afterwards.

8. Extra chairs

Chairs beyond the ones your plan includes are bought by the year, alongside your plan. A chair's fee is not refundable once its year has started. If you no longer need a chair, tell us before your renewal and it will not be renewed.

9. Late payment fees

A late payment fee of ₹1,500 or 10% of the invoice, whichever is higher, capped at ₹10,000 is added to an invoice that is still unpaid on the 8th, after three auto-debit attempts. Charged once per invoice, never re-applied and never compounded. We will waive it where the failure was genuinely not yours — a bank or gateway outage, or an error on our side — so if that is what happened, tell us. We will not waive it repeatedly for the same account.

10. What is not refundable

To keep things clear, the following are not refundable:

  • Messages that have already been sent, in any circumstance.
  • Unused messages left in a bundle when it expires.
  • The onboarding fee, once we have started work.
  • The website charge, once your site is live.
  • The plan fee for a term — one year or several — once the term has started.
  • An extra chair's fee, once its year has started.
  • AI scoops, included or topped up — they are redeemable only for Vizion Flow services.
  • Anything caused by a third party rather than by us — for example downtime, delays, or account action from Meta or WhatsApp. These do not entitle you to a refund or credit.

In plain terms

We refund readily where the fairness is on your side — before work starts, before a year starts, or when we're at fault. We don't refund for work already delivered, a term already begun, messages already sent, or outages that aren't ours to control.

11. Your data is never part of the negotiation

Nothing in this policy affects your right to export everything in your account — patient records, clinical history, imaging, billing and lead history — in full, at any time, at no charge. That right applies while a refund is being discussed, after a cancellation, while an invoice is unpaid, and after an account has become view-and-export only. We will not withhold a data export to influence a refund conversation.

12. Billing disputes

Your usage, your bundle balance and any running cost beyond it are on your dashboard in real time throughout the month, so there should be few surprises. If you believe an invoice is wrong, raise it within 15 days of the invoice date at legal@velvetvizion.com. We will review the delivery records with you and correct any genuine error, refunding or crediting the difference. Note that message classification — whether a message counted as marketing — is determined by Meta and evidenced by Meta's delivery receipt, which is the record we will review against.

13. How to request a refund, and timelines

Send refund and cancellation requests to legal@velvetvizion.com from the email on your account, telling us your clinic name and what you would like. We aim to acknowledge within a few working days and to process any approved refund promptly to the original payment method, subject to your bank's or the payment provider's own processing times.

Questions about anything on this page? Reach us at legal@velvetvizion.com before you sign up — we would rather answer than have you guess.