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
| Service Category | Eligibility Window | Refund Policy |
|---|---|---|
| SaaS Software & Portal Subscriptions | 14 days from signup | Full refund upon verified technical incompatibility unresolved within 7 business days. Renewals cancel before next cycle. |
| Custom ERP Development & Cloud Milestones | Per Statement of Work (SOW) | Completed milestones non-refundable. Unspent deposits for future un-started milestones refunded pro-rata within 14 business days. |
| Professional Consulting Retainers | 48 hours notice | 100% refund or rescheduling with 48 hours notice. Under 48 hours subject to 25% administrative fee. |
| AIoT Telemetry Hardware Kits | 30 calendar days from delivery | Eligible for return if unopened and undamaged. Defective hardware covered by 12-month manufacturer replacement warranty. |
SaaS Software & Portal Subscriptions
14 days from signup
Full refund upon verified technical incompatibility unresolved within 7 business days. Renewals cancel before next cycle.
Custom ERP Development & Cloud Milestones
Per Statement of Work (SOW)
Completed milestones non-refundable. Unspent deposits for future un-started milestones refunded pro-rata within 14 business days.
Professional Consulting Retainers
48 hours notice
100% refund or rescheduling with 48 hours notice. Under 48 hours subject to 25% administrative fee.
AIoT Telemetry Hardware Kits
30 calendar days from delivery
Eligible for return if unopened and undamaged. Defective hardware covered by 12-month manufacturer replacement warranty.
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:
- Send an email to [email protected] or submit a request through our Support Portal.
- Include your Order ID / Invoice Number, account email address, and reason for the request.
- Our billing team will review your submission within 2 business days and confirm eligibility.
- 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
Vectra Consults Limited - Billing Department
Email: [email protected]
General Inquiries: [email protected]
Head Office: Vancouver, British Columbia, Canada