1. Introduction

This Refund & Cancellation Policy (“Policy”) governs refund eligibility, cancellation procedures, and payment dispute handling for services provided by VIB (“VIB”, “we”, “our”, or “us”).

By purchasing or engaging any service offered by VIB, users agree to the terms outlined in this Policy.

This Policy forms part of the binding agreement between the user and VIB and must be read together with the Terms of Service and Platform Policy.

2. Digital Nature of Services

All services provided by VIB are:

• Digital in nature

• Intangible

• Delivered electronically

• Custom or requirement-based

VIB does not sell physical goods or ship tangible products.

Due to the digital and often customized nature of services, refund eligibility depends on the stage of service processing and fulfillment status.

3. General Refund Principles

Refunds may be considered under the following circumstances:

• Service has not yet been initiated.

• Payment was successfully processed but service delivery has not begun.

• Duplicate payment has occurred.

• A verifiable technical error resulted in non-delivery.

Refunds are not automatically granted and are subject to internal review.

Each request is evaluated on a case-by-case basis.

4. Non-Refundable Situations

Refunds may not be applicable where:

• The service has been fully delivered as described.

• Digital access, instructions, or deliverables have already been provided.

• The user fails to cooperate or respond during service processing.

• The user changes their mind after delivery has begun.

• The request violates the Terms of Service.

Digital services that have been completed or materially initiated may be considered fulfilled.

5. User Responsibility Prior to Purchase

Users are responsible for:

• Reviewing service descriptions carefully.

• Confirming their requirements before payment.

• Understanding the digital nature of the service.

• Reviewing this Refund & Cancellation Policy before proceeding.

By completing payment, users acknowledge acceptance of these terms.

6. Refund Request Submission

To request a refund, users must:

• Contact VIB through the official support channel.

• Provide transaction details.

• Clearly explain the reason for the request.

Refund requests submitted through unauthorized channels may not be processed.

7. Review Process

All refund requests are reviewed internally.

VIB may:

• Request additional clarification.

• Review communication logs.

• Examine service delivery records.

A decision will be communicated within a reasonable time frame.

8. Cancellation Before Service Initiation

Users may request cancellation prior to the commencement of service processing.

If a cancellation request is received before work has begun, VIB may approve a refund subject to:

• Verification of payment

• Confirmation that no service actions have been initiated

• Deduction of any non-recoverable transaction fees (if applicable)

Once service processing has started, cancellation eligibility may be limited.

9. Cancellation After Service Initiation

If service processing has already begun, refund eligibility depends on the extent of work completed.

Where partial work has been performed, VIB may:

• Issue a partial refund proportionate to unperformed work; or

• Decline refund where the majority of service obligations have been fulfilled.

The determination of work completion shall be based on internal service logs and communication records.

10. Partial Refunds

Partial refunds may be considered where:

• A defined portion of the service remains incomplete;

• Service interruption occurs due to verified technical limitations;

• Mutual agreement is reached between the user and VIB.

Partial refunds are calculated based on:

• Scope completed

• Time invested

• Resources utilized

• Payment gateway deductions

Refund calculations are made reasonably and in good faith.

11. Refund Processing Timeline

Where a refund is approved:

• Refunds will be processed through the original payment method, where possible.

• Processing timelines may vary depending on the payment gateway or financial institution.

• VIB is not responsible for delays caused by banking systems or payment processors.

Users acknowledge that financial institutions may take several business days to reflect refunded amounts.

12. Duplicate or Accidental Payments

If a user makes a duplicate payment for the same service:

• The user must notify VIB promptly.

• Upon verification, the duplicate amount may be refunded.

• Transaction processing fees imposed by payment providers may be deducted where non-recoverable.

13. Subscription & Membership Cancellation

Where subscription or membership plans are offered:

• Cancellation requests must be submitted before the next billing cycle (if recurring billing applies).

• Services already rendered during the active billing period may not be refundable.

• Benefits utilized during a subscription period may reduce refund eligibility.

Failure to cancel prior to renewal may result in continued billing in accordance with the subscription terms.

14. Administrative Deductions (If Applicable)

In certain approved refund scenarios, VIB may deduct:

• Payment gateway transaction fees

• Processing charges

• Currency conversion fees (if applicable)

Such deductions reflect actual costs incurred and are not punitive in nature.

15. Internal Resolution Requirement

Before initiating a chargeback, payment dispute, or claim with a bank or payment provider, users agree to first contact VIB through the official support channel.

VIB is committed to reviewing legitimate concerns in good faith.

Failure to attempt internal resolution prior to initiating a chargeback may be considered bad-faith conduct.

16. Chargeback Handling

If a user initiates a chargeback or payment dispute:

• VIB reserves the right to suspend ongoing services.

• Access to the Platform may be restricted.

• Relevant service documentation may be submitted to the payment processor.

VIB may provide evidence including:

• Transaction confirmations

• Communication logs

• Service activity records

• Policy acceptance records

• Delivery acknowledgments

Digital records maintained by VIB may serve as valid proof of service fulfillment.

17. Fraudulent or Bad-Faith Disputes

VIB treats fraudulent or abusive chargebacks seriously.

Examples of bad-faith conduct may include:

• Claiming non-delivery after confirmed service completion

• Denying authorization after voluntary payment

• Initiating disputes without contacting support

• Misrepresenting the nature of services to financial institutions

VIB reserves the right to:

• Contest such disputes

• Provide full documentation to payment processors

• Restrict future access to services

Where permitted by law, VIB may pursue recovery of losses resulting from fraudulent disputes.

18. Abuse of Refund Policy

VIB reserves the right to deny refund requests where there is evidence of:

• Repeated refund claims without valid cause

• Manipulation of service terms

• Exploitation of digital delivery mechanisms

• Patterned dispute behavior

Refund eligibility is determined reasonably and in accordance with this Policy.

19. Service Dispute Evaluation

In cases of disagreement regarding service completion:

• VIB will review communication history, timestamps, and delivery evidence.

• Determinations will be made based on documented records.

• Users agree that internal logs and digital confirmations constitute admissible evidence.

VIB’s decision following reasonable review shall be final unless otherwise required by law.

20. Limitation of Refund Liability

Under no circumstances shall VIB be obligated to refund more than the amount paid for the specific service in question.

Indirect damages, consequential losses, reputational harm, or third-party platform penalties are not refundable under this Policy.

21. Policy Updates

VIB reserves the right to amend this Refund & Cancellation Policy to reflect:

• Regulatory requirements

• Operational changes

• Payment processor guidelines

Updated policies shall be effective upon publication.

Continued use of services constitutes acceptance of the current version.

22. Effective Date

This Refund & Cancellation Policy is effective from the date of publication on the Platform and remains in effect until replaced by a revised version.