Refund Policy

1. Overview

This Refund Policy explains how refunds work for project engagements, plan purchases, and retainers billed through Vizual Labs ("we", "us", "our"). It should be read alongside our Terms of Service, which governs payment terms more broadly — where a signed project agreement or statement of work says something different, that signed agreement controls.

2. Deposits and upfront payments

Most engagements — including the Starter, Growth, and Enterprise plans on our Pricing page, and custom Fixed Scope projects — begin with an upfront deposit before any work starts. If you cancel before we've begun discovery or any scoped work, your deposit is refundable in full, minus any payment-processor fees already incurred. Once discovery, design, or development work has started, the deposit becomes non-refundable, since it covers time and resources already committed to your project.

3. Milestone and fixed-scope project refunds

For Fixed Scope engagements billed in milestones, each milestone payment becomes non-refundable once we deliver that milestone's agreed work, whether or not you've reviewed or approved it yet. If you cancel a project partway through, you're responsible for payment covering work completed up to the cancellation date; any amount paid beyond that is refunded within 14 business days.

4. Monthly retainer refunds

Monthly Retainer engagements are billed in advance for the upcoming month. If you cancel before a billing cycle starts, you won't be charged for it. We don't prorate or refund a cycle already in progress — if you cancel partway through, your access and our work continue through the end of that paid cycle, with no refund for the unused portion, since the team has already been allocated to your engagement for that period. You can cancel anytime for the next cycle by emailing us before your renewal date.

5. If we don't deliver

If we materially fail to deliver work you've paid for and haven't already approved — for example, missing an agreed milestone by an unreasonable margin with no remedy offered — you're entitled to a refund for the undelivered portion of that payment. Tell us in writing at [email protected] so we can investigate and make it right. We'd rather fix the problem than process a refund, but we won't ask you to pay for work we didn't deliver.

6. Non-refundable costs

Third-party costs we've already paid on your behalf or passed through at cost — domain registrations, third-party licenses, or usage-based infrastructure already consumed for your project — are non-refundable once incurred, even if the rest of your payment is refunded.

7. Change of scope

A refund isn't the right tool for a project that's grown or changed shape. If your needs change mid-engagement, we'll re-scope the remaining work and adjust pricing through a written change order rather than canceling and refunding — this keeps the team and timeline intact instead of restarting from zero.

8. How to request a refund

Email [email protected] with your project or invoice reference and the reason for your request. We aim to respond within 2 business days and resolve most approved requests within 14 business days. Approved refunds are returned to your original payment method.

9. Governing law

This policy is governed by the laws of Bangladesh, consistent with our Terms of Service. Any dispute not resolved informally is subject to the exclusive jurisdiction of the courts of Dhaka, Bangladesh.

10. Changes to this policy

We may update this Refund Policy from time to time; the date at the top of this page reflects the latest revision. A change never applies retroactively to a payment you already made under the prior version.