Refund & Cancellation Policy

1. Overview & Commitment

At Vectra Consults Limited(“Vectra,” “we,” “us,” or “our”), we are committed to delivering high-performance, resilient technology solutions across AIoT integration, cloud infrastructure, and custom ERP systems.

We strive to provide total transparency regarding our billing, subscription cancellations, and refund eligibility. This Refund & Cancellation Policy explains the terms governing refunds for our digital products, software subscriptions, consulting retainers, and hardware deployments in compliance with global consumer protection regulations and European Union (EU) directives.

2. EU Statutory Right of Withdrawal (14 Days)

If you are a consumer residing in the European Union (EU) or European Economic Area (EEA), you have a statutory legal right to withdraw from a purchase without giving any reason within 14 calendar days from the date of purchase under the EU Consumer Rights Directive (Directive 2011/83/EU).

3. Refund Eligibility by Service Category

A. SaaS Software & Portal Subscriptions

• Initial Purchase: You may request a full refund within 14 days of initial signup if you experience verified technical incompatibility that our support team is unable to resolve within 7 business days.
• Subscription Renewals: Recurring monthly or annual subscriptions can be cancelled at any time before the next billing date. Cancellations take effect at the end of the current paid billing cycle. We do not offer prorated refunds for mid-period cancellations unless required by local law.

B. Custom ERP Development & Cloud Engineering Milestones

Custom enterprise software engineering is governed by agreed milestone deliverables in your Statement of Work (SOW).

• Payments tied to completed, formally signed-off milestones are non-refundable as engineering hours and dedicated infrastructure have already been expended.
• If a project is cancelled prior to the completion of an active milestone, unspent deposit funds for future, un-started milestones will be refunded on a pro-rata basis within 14 business days.

C. Professional Consulting Retainers

Hourly consulting packages or strategy sessions cancelled with at least 48 hours’ advance written noticeare eligible for a 100% refund or rescheduling. Consulting sessions cancelled with less than 48 hours’ notice are subject to a 25% administrative fee.

D. AIoT Telemetry Hardware Kits

Physical telemetry sensors and hardware controllers purchased directly from Vectra may be returned within 30 calendar days of delivery if unopened, in original packaging, and undamaged. Defective hardware is covered under our 12-month manufacturer replacement warranty. Return shipping fees for non-defective items are the responsibility of the Client.

4. Online Gateway & Merchant Orders

For digital software licenses, subscriptions, and services processed via our online checkout, transactions are handled through our authorized payment processors and Merchant of Record partners.

In accordance with international buyer protection and consumer rights standards, all approved refunds will be credited directly back to the original payment method (such as Credit/Debit Card, Mobile Money wallet, PayPal, or Bank Account) utilized at the time of purchase.

5. How to Request a Refund or Cancel a Subscription

To initiate a cancellation or refund request, please follow these steps:

1. Send an email to [email protected] or submit a request through our Support Portal.
2. Include your Order ID / Invoice Number, account email address, and reason for the request.
3. Our billing team will review your submission within 2 business days and confirm eligibility.
4. Once approved, refunds are processed immediately and typically reflect on your bank statement within 5 to 10 business days, depending on your card issuer.

6. Chargebacks & Payment Disputes

We encourage clients to reach out to our support and billing team first before initiating a bank chargeback or dispute. Most billing discrepancies, subscription updates, or technical concerns can be resolved promptly and amicably.

7. Contact Details for Billing Inquiries