A clear breakdown of what's refundable, when, and how — tied directly to our 14-day project process.
Because every project involves real time, strategy work, and design effort starting from day one, refund eligibility is tied to how far a project has progressed — not a blanket "no questions asked" policy, nor a blanket "no refunds ever" one. This page explains exactly where you stand at each stage.
This policy applies to all services purchased through Velsyr and forms part of our Terms of Service.
Projects typically require an upfront deposit (commonly 50% of the total project fee) to reserve your project slot and begin Stage 1 (Growth Strategy Blueprint). This deposit covers discovery, strategy, and planning work that begins immediately — it is non-refundable once Stage 1 has started, except where required by local consumer-protection law (see Section 3 for statutory cooling-off rights).
| Stage | What's happened | Refund eligibility |
|---|---|---|
| Before deposit is paid | Quote sent, no payment made | N/A — no charge yet, cancel any time free of charge |
| Stage 1 — Strategy Blueprint (Day 1–2) | Deposit paid, strategy/planning underway | Non-refundable — work has begun |
| Stage 2 — Design (Day 3–6) | Design concepts delivered or in progress | Non-refundable; if cancelled mid-stage, any balance already invoiced for completed design work remains payable |
| Stage 3 — Development (Day 7–12) | Site being built | Non-refundable; work completed to date remains billable, and any files/progress completed can be handed over at our discretion |
| Stage 4 — Launch (Day 13–14) | Site QA'd, launched, or ready to launch | Non-refundable — project is substantially or fully delivered |
You may cancel an active project at any time by notifying us in writing (email or WhatsApp). Upon cancellation:
In the rare case we're unable to complete a project (e.g. due to capacity, unforeseen circumstances, or a breakdown in the working relationship), we will refund the unused portion of any fees paid for work not yet delivered, within 14 business days.
The following are never refundable, regardless of project stage:
Our ongoing Growth & Support plan is billed monthly. You may cancel future billing at any time with at least 7 days' notice before your next billing date; we do not offer partial-month refunds for the current billing cycle, but no further charges will occur after cancellation takes effect.
Email hello@velsyr.com with your name, project reference, and reason for the request. We aim to respond within 2 business days and process approved refunds within 14 business days to your original payment method.
Reach out and we'll get back to you within 24–48 hours.