Refund Policy

1. Introduction

This Refund Policy describes the circumstances under which refunds, credits, cancellations, and service disputes are handled by Vaixus Technologies ("Vaixus", "we", "our", or "us"), an email infrastructure consulting practice operating from Tiruppur, Tamil Nadu, India.

Because our services involve manual consulting work, evidence collection, infrastructure analysis, and implementation activities performed specifically for each Client, refund eligibility depends on whether work has commenced and the nature of the engagement.

This Policy forms part of our Terms of Service.

2. Assessment Engagements

A full refund may be available if an assessment engagement is cancelled before work has commenced.

For purposes of this Policy, commencement may include, but is not limited to:

• initiation of infrastructure analysis
• DNS record collection
• assessment scoping activities
• review of submitted information
• consultant assignment
• evidence collection activities
• written confirmation that work has begun

3. Remediation Engagements

4. Monitoring Retainers

5. Service Delivery Concerns

If you believe services were not delivered in accordance with the agreed engagement scope, you must notify Vaixus within fourteen (14) calendar days of receiving the relevant deliverable.

Your notice should include:

• engagement reference information
• description of the concern
• supporting information where reasonably available

Vaixus will review and respond within five (5) business days.

Where a genuine deficiency in service delivery is identified, Vaixus may, at its discretion:

• provide clarification
• re-perform the affected work
• issue a service credit
• provide another reasonable remedy

Except where required by applicable law, cash refunds are not guaranteed for completed consulting services that have been substantially performed.

6. No Refund for Outcome Dissatisfaction

Email performance and deliverability depend upon factors outside the control of Vaixus, including:

• sender reputation
• email content
• recipient engagement
• list hygiene
• third-party filtering decisions
• provider policies
• infrastructure modifications after delivery
• actions taken by third parties

Accordingly, refunds are not available solely because:

• inbox placement expectations were not achieved
• reputation metrics did not improve as anticipated
• business outcomes did not meet expectations
• third-party platforms changed behaviour after delivery

Vaixus provides professional assessments, recommendations, implementation assistance where agreed, and verification of observable outcomes where possible. Specific business or deliverability outcomes cannot be guaranteed.

7. Client Delays and Abandoned Engagements

If required information, approvals, permissions, or access are not provided within ten (10) business days after written request, Vaixus may pause or close the engagement.

In such circumstances:

• refunds are not available for services already performed
• completed deliverables may be provided where appropriate
• re-engagement may require a new proposal, schedule, and payment

Vaixus is not responsible for delays caused by internal approval processes, access restrictions, or unavailable personnel within the Client's organisation.

8. Approved Refund Processing

To request a refund, please contact: support@vaixus.tech

Include:

• company name
• engagement reference or invoice number
• reason for the request

9. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, Clients agree to contact Vaixus directly to allow a reasonable opportunity to resolve the concern.

Vaixus reserves the right to contest chargebacks relating to services that have commenced or been delivered and may provide documentation demonstrating:

• engagement acceptance
• communications
• work activity
• deliverables
• project records

10. Governing Law

11. Contact