Refund Policy

1. Service Nature

Our services involve custom video production — each project is unique and created specifically for the client. Because of the bespoke nature of this work, our refund policy reflects the effort and resources committed from the moment production begins.

2. Before Production Starts

If you cancel your order before we have started production (i.e., before you have received any draft or concept), you are entitled to a full refund. Please contact us within 24 hours of placing your order to request a cancellation.

3. After Production Has Started

Once production has begun and a first draft or concept has been delivered, refunds are handled as follows:

• Partial refund — if you cancel after receiving a first draft but before the final delivery, we may issue a partial refund at our discretion, reflecting the work completed.
• No refund — after final delivery of the completed video(s), refunds are not available unless the deliverable substantially fails to meet the agreed brief.

4. Revision Policy

We strongly encourage clients to request revisions before accepting a final delivery. Each package includes a set number of revision rounds (as described in the package). Revisions are the preferred resolution for dissatisfaction with the creative output.

5. Eligible Refund Situations

A full or partial refund may be issued in the following circumstances:

• We are unable to deliver the service within a reasonable timeframe due to circumstances on our end
• The delivered video substantially and materially differs from the agreed-upon brief
• Duplicate payment was charged in error

6. Non-Refundable Situations

• Change of mind after production has started
• Delays caused by the client (late brief, unresponsiveness)
• Dissatisfaction with creative style after revisions have been used
• Requests made more than 14 days after final delivery

7. How to Request a Refund

To request a refund, email us at contact@vertexdigitalforge.com with your order details and reason for the request. We will respond within 3 business days. Approved refunds are processed within 5–10 business days depending on your payment method.

8. Consumer Rights (EU)

As an EU-based company, we comply with applicable EU consumer protection laws. If you are an EU consumer and believe your statutory rights have not been met, you may contact the Portuguese Consumer Protection Authority (DECO) or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

9. Contact

Questions about refunds? Reach us at contact@vertexdigitalforge.com or call +351 913 411 913.