Cancellation & Refund Policy

Overview

VektraScale Solutions provides professional consulting and project-based services in data, analytics, automation, AI/ML, BI, and related disciplines. Engagements are scoped and agreed in writing before work begins. Cancellations and refunds are evaluated based on the stage of the engagement, the work performed, and any third-party costs that have been committed or incurred.

Cancellation Before Work Starts

If an engagement is cancelled in writing before any work has commenced:

• Any advance or mobilisation fee paid is refundable, less any non-refundable third-party costs already committed on the client's behalf and any reasonable administrative charges expressly agreed in the engagement document.
• If no work has started and no third-party costs have been committed, the advance is refunded in full.
• Refund processing is initiated once the cancellation is confirmed in writing by both parties.

Cancellation After Work Has Started

If an engagement is cancelled after work has begun, fees are settled in line with the work performed up to the effective date of cancellation:

• Discovery and planning work already delivered is non-refundable, as it represents completed professional effort and tangible outputs.
• Completed milestones are non-refundable. Where a milestone has been delivered or substantially delivered, it is treated as performed.
• In-progress work is charged on a pro-rata basis, reflecting the effort spent and value delivered up to the cancellation date.
• Third-party costs committed or incurred on the client's behalf — such as licences, paid APIs, datasets, cloud usage, or travel — are non-refundable and payable by the client.

Where a partial refund is applicable after this settlement, it is processed in line with section 06.

Non-Refundable Components

The following are non-refundable once incurred or delivered:

• Completed deliverables and milestones formally accepted or substantially used by the client.
• Discovery, audit, assessment, advisory, and strategy outputs that have already been delivered.
• Bespoke training, workshops, or sessions that have been conducted.
• Third-party tool licences, subscriptions, paid APIs, datasets, cloud charges, and travel costs.
• Any component expressly stated as non-refundable in the engagement document.

Partial Refunds

Partial refunds may apply where amounts have been paid in advance and corresponding work has not yet been performed. In such cases, we calculate a pro-rata adjustment based on:

• Effort spent up to the cancellation date.
• Milestones delivered or substantially delivered.
• Third-party costs committed or incurred.
• Reasonable wind-down activities required to close the engagement responsibly.

Refund Method and Timeline

• Approved refunds are processed to the original payment source where reasonably possible.
• For domestic clients, refunds are typically initiated within seven (7) to fourteen (14) business days of written confirmation of the refund amount.
• For international clients, refunds are processed by bank transfer or another professional channel agreed in writing. Cross-border processing times depend on intermediary banks and may take longer.
• Bank charges, intermediary fees, and currency conversion costs related to the refund are deducted from the refund amount unless otherwise agreed in writing.
• Final settlement statements are shared with the client to confirm amounts paid, work delivered, and the net refundable balance.

Cancellation by the Client

The client may cancel an engagement by sending written notice to hello@vektrascalesolutions.com, copying the engagement contact at VektraScale Solutions. Settlement and any applicable refunds are calculated as described above.

Cancellation by VektraScale Solutions

VektraScale Solutions may cancel or pause an engagement where:

• The client materially breaches the engagement document or these policies and does not cure the breach within a reasonable period after written notice.
• Required information, access, decisions, or payments are not provided despite reasonable follow-up, making continued performance unreasonable.
• Continued performance would be unlawful, unethical, or place the project at unacceptable risk.

Where we cancel without cause, fees for unperformed work that have been paid in advance are refunded on a pro-rata basis after settlement of work performed and committed third-party costs. Where cancellation is due to client breach or non-cooperation, refund obligations are limited to amounts paid in advance for work that has not yet been performed.

Mutual Termination

Where both parties agree in writing to end the engagement, the engagement is wound down in an orderly manner. Final settlement is calculated based on work performed and committed costs, and any applicable refund or balance is paid within a reasonable period after the wind-down activities are complete.

Force Majeure

If the engagement cannot reasonably continue due to a force majeure event affecting either party, the parties will discuss in good faith whether to pause, rescope, or end the engagement. In the event of cancellation under such circumstances, fees for work already performed and committed third-party costs remain payable, and any unutilised advance is refunded in line with this policy.

Misuse, Breach, or Unauthorised Use

If the client misuses our deliverables, breaches confidentiality or intellectual property obligations, attempts a chargeback in bad faith, or otherwise acts in breach of the engagement document or these policies, no refund is owed for the affected work. We reserve the right to suspend or terminate access, recover fees due, and pursue any other remedies available under the engagement document or applicable law.

Final Settlement and Handover

On cancellation or termination, we provide a final settlement statement and, subject to payment of all amounts due, hand over the deliverables and artefacts produced up to the effective date in line with the engagement document. Until full payment is received, ownership and licence rights to custom deliverables remain as described in our Terms & Conditions.