Refund & Cancellation Policy

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

Setup and onboarding is ₹9,990, due before we begin work — and waived entirely under the introductory offer. Your website 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 the Growth plan carries a ₹14,990 one-time onboarding add-on, which follows the same rules as the setup fee below.

2. Before we begin work

If you have paid the ₹9,990 setup 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 setup work has begun

The ₹9,990 setup 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.

5. The annual plan fee

Vizion Flow is sold as a year. The plan fee buys that year, and it is not refundable in whole or in part once the plan year has started — including if you stop using the service part-way through, and including where the first year was bought at the ₹24,990 introductory price.

If you have paid for a year that has not started, tell us before it starts and we will refund it in full. If a plan year has started, the fee stands for that year and nothing further is charged after it. There is no exit fee, no notice period beyond telling us, and no penalty of any kind for choosing not to renew.

6. Marketing messages already sent are never refundable

Marketing 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 your annual bundle or were billed beyond it, they are not refundable, exchangeable or creditable under any circumstances — including if you cancel mid-year, if a campaign underperforms, or if you later decide a campaign was a mistake. Utility, authentication and service messages are free and unmetered, so this never arises for them.

7. Unused messages in your bundle

The annual bundle is an allowance for the plan year, not a balance you own. Messages you do not use do not roll over into the next year, are not refunded, and cannot be exchanged for anything else. 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. The free trial

The one month free trial carries no plan fee and therefore nothing to refund. The marketing messages you send during it are dealt with under clause 4 of the Free Trial & Introductory Offer Terms: if you continue, they come out of the annual bundle you then pay for; if you do not, they are invoiced at ₹1.25 each, and under clause 6 above they are not refundable once sent.

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:

• Marketing messages that have already been sent, in any circumstance.
• Unused messages left in an annual bundle at the end of a plan year.
• The setup fee, once we have started work.
• The website charge, once your site is live.
• The annual plan fee, once the plan year has started.
• 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.

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 and any running cost beyond your bundle 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.