Refund Policy

Last updated: January 24, 2026

1. Introduction and Scope

Vertex Digital Systems LLC (“Vertex,” “we,” “us,” or “our”) provides managed IT support, cloud infrastructure, cybersecurity, and related professional services primarily to business clients. This Refund Policy describes our approach to cancellations, refunds, and billing disputes in the context of those business-to-business (“B2B”) engagements. It applies to services ordered through our website vertexdigitalsystems.net or pursuant to a separate agreement. Refund eligibility and process depend on the specific terms of your engagement, your statement of work (“SOW”), order form, or master services agreement (“MSA”), as applicable. This policy does not create contractual rights beyond what is agreed in writing between you and Vertex.

2. General Principles

We conduct our billing and refund practices in a fair and transparent manner, consistent with industry standards for professional services. The following principles apply unless your agreement expressly provides otherwise:

• Fees for services are generally due as set forth in your agreement (e.g. monthly, per project, or per milestone).
• Work that has been performed and accepted in accordance with the agreement is billable and is not subject to refund solely because a client later decides to cancel or change scope.
• Cancellation of ongoing or recurring services may be subject to notice periods and any early-termination or minimum-commitment terms specified in your agreement.
• Refunds, when applicable, are evaluated on a case-by-case basis and are not guaranteed; we do not make blanket promises such as “money-back guarantees” for professional services unless expressly stated in a signed agreement.

If your agreement contains terms that conflict with this policy, the agreement governs for that engagement.

3. Subscription and Recurring Services

For subscription-based or recurring services (such as ongoing managed IT support, monitoring, or software subscriptions), the following typically applies:

3.1 Cancellation

You may cancel in accordance with the notice period and process set out in your agreement. Until cancellation takes effect, you remain responsible for fees for the current billing period. We do not provide pro-rata refunds for partial months or unused portions of a billing period unless your agreement explicitly provides for it.

3.2 Prepaid Periods

If you have prepaid for a period (e.g. annual payment), and you cancel before the end of that period, whether any portion is refundable depends on your agreement. We will not represent that prepaid amounts are automatically refundable; any refund for prepaid periods is at our discretion or as specified in your contract.

4. Project-Based and One-Time Services

For project-based or one-time engagements (such as migrations, assessments, or custom development):

4.1 Work Performed

Fees for work that has been completed and delivered in accordance with the SOW or order are not refundable. If a project is terminated early by the client, we may invoice for work performed up to the date of termination in accordance with the agreement (e.g. time and materials or milestone-based billing).

4.2 Deposits and Advance Payments

Deposits or advance payments may be applied to work performed or used to cover costs incurred. Whether any unused portion is refundable depends on the terms of your SOW or agreement. We do not guarantee refunds of deposits unless expressly agreed in writing.

5. Billing Disputes and Refund Requests

If you believe an invoice is incorrect or you are seeking a refund:

• Contact us promptly with the invoice number, the amount in question, and a clear explanation of the basis for your dispute or request.
• We will review the matter in good faith and in accordance with your agreement and our internal procedures. We may request additional information or documentation to evaluate the request.
• If we determine that a refund or credit is appropriate, we will process it in accordance with our payment provider’s procedures (e.g. Stripe) and your original payment method where possible. Processing times may vary.
• We do not commit to a specific timeline for resolving disputes; each case is evaluated on its merits. We aim to respond to legitimate inquiries within a reasonable timeframe.

We do not provide refunds for services that were delivered as agreed simply because a client is dissatisfied with the outcome, unless the agreement provides for specific satisfaction or acceptance criteria that were not met and that we acknowledge.

6. Exclusions

Unless otherwise agreed in writing, we do not offer refunds for: (a) custom development, consulting, or professional services that have been delivered in accordance with the SOW or agreement; (b) third-party products, licenses, or subscriptions that we procure on your behalf (refunds for those are subject to the third party’s policies); (c) fees that have been outstanding for an extended period and that we have already incurred costs to collect; or (d) any service where your account or engagement has been terminated for breach of our Terms of Service or Acceptable Use Policy.

7. Payment Methods and Processing

Refunds, when issued, will be made to the original payment method or account where feasible and in accordance with our payment processor’s capabilities. The time required for a refund to appear on your statement depends on your financial institution and the payment method. We are not responsible for delays caused by third-party payment processors or banks. If the original payment method is no longer available, we may offer an alternative (e.g. account credit) at our discretion.

8. Contact & Refund or Billing Inquiries

For questions about billing, cancellation, or refund requests, please contact us using the details below. Include your account or client reference, invoice number(s), and a clear description of your request so we can respond efficiently.

We aim to respond to billing and refund inquiries within a reasonable timeframe. For formal disputes or refund requests, please include sufficient detail (e.g. invoice number, date of payment, and reason for the request) so we can verify and process your inquiry effectively.