VelvetSpider

Legal

Refund, Cancellation & Delivery Policy

Last updated: 17 July 2026

This policy explains how VelvetSpider handles quotes, deposits, cancellations, refunds, and delivery for our professional services. It applies to purchases made via Stripe invoices, payment links, or other payment methods we authorize. For general contract terms, see our Terms of Service.

1. What we sell

We sell custom digital and professional services (SaaS-related work, IT solutions, branding, web design/development, and digital consulting). We do not sell physical products and therefore do not offer physical shipping or returns of goods.

2. Currency and quotes

All quotes and invoices are in USD unless expressly stated otherwise in writing. Quotes are custom and non-binding until accepted. Pricing is not listed as fixed packages on this website.

3. Deposits and when work starts

Most projects require an upfront deposit (percentage or fixed amount) stated in your quote or statement of work (SOW). Work begins after we receive the deposit (or other agreed initial payment) and confirm kickoff.

4. Cancellation before work begins

If you cancel in writing before we begin billable work, and within 7 days of paying a deposit, we will refund the deposit in full (less any non-recoverable third-party costs we disclosed and you approved in advance, if any).

If you cancel after the 7-day window but before work begins, we may retain a reasonable administrative fee of up to 10% of the deposit (minimum USD 50) to cover proposal and onboarding costs, and refund the remainder.

5. Cancellation after work begins

Once work has started, completed milestones and delivered work are non-refundable. For in-progress work:

  • You may cancel in writing at any time; we will stop further work within a reasonable time.
  • You remain responsible for fees for completed milestones and for work performed on the current milestone on a pro-rata basis (time/materials or percentage complete, as documented).
  • Unused prepaid amounts for work not yet performed will be refunded after we reconcile hours/deliverables, typically within 10 business days of the cancellation notice.

6. Quality issues and rework

If a deliverable materially fails to match the accepted SOW, contact us within 14 days of delivery of that milestone. We will, at our option, (a) correct the deliverable at no additional charge within a reasonable time, or (b) refund the fees paid for that non-conforming deliverable if correction is not reasonably possible.

Changes in taste, strategy, or scope outside the SOW are not grounds for a refund; they may be handled as paid change requests.

7. SaaS or subscription services (if offered)

If a specific engagement includes a recurring SaaS or retainer subscription:

  • You may cancel future renewals at any time by emailing info@velvetspider.tech before the next billing date.
  • Fees already paid for the then-current billing period are generally non-refundable, unless required by law or we fail to provide the subscribed service.
  • Access continues until the end of the paid period unless otherwise agreed.

Subscription terms in a written SOW control if they differ from this section.

8. Digital delivery (fulfillment)

Deliverables are provided digitally—for example via email, shared drive, Git repository, design tool access, or staging/production URLs. There is no physical shipping. Estimated delivery timelines are stated in your quote or SOW and may depend on timely client feedback.

9. How to request a cancellation or refund

Email or call us with your name, invoice/payment reference, and reason:

We aim to acknowledge requests within 1–2 business days and issue a decision within 10 business days. Approved refunds are returned to the original payment method via Stripe. Bank/card posting times are typically an additional 5–10 business days depending on your provider.

10. Chargebacks

Please contact us before filing a chargeback so we can resolve the issue quickly. Chargebacks filed without prior contact may still be contested with project records, communications, and delivery evidence.

11. Contact

VelvetSpider
Rua Da Liberdade 107 1 ESQ, 4835-065 Guimarães, Portugal
info@velvetspider.tech · +351 923 327 451

Related: Terms of Service · Privacy Policy · Contact