Velonyx Systems engineers custom platforms on commission. Every build consumes engineering hours, design hours, and infrastructure setup from the moment work begins. This refund policy is structured by phase so it stays fair for both sides: full refunds where no work has been done, partial refunds where work is partially complete, and no refunds where the platform has been delivered.
Within 24 hours of payment · before build work begins
Full refund. If you change your mind within 24 hours of payment and no engineering or design work has been started, you receive a 100% refund of the build fee. Payment processing fees (typically 2.9% + $0.30) charged by Stripe are non-refundable and will be deducted.
To request a refund in this window, email admin@velonyxsystems.com with your order ID. Refunds are processed within 5 business days back to the original payment method.
After project kickoff · before design preview delivery
Partial refund less work completed. Once project kickoff has occurred — meaning the discovery call has been held, brand and content assets have been collected, and engineering or design work has begun — you may cancel and receive a partial refund equal to the unused portion of the build fee.
Work completed is calculated against the deliverables outlined in your project scope: discovery and planning, brand and asset intake, design composition, page engineering, payment integration, SMS automation, admin dashboard setup, and quality assurance. The exact deduction is itemized in writing before any refund is issued.
Payment processing fees remain non-refundable.
After preview delivery · before launch
Refund limited to unstarted work. Once the live preview link has been delivered to you, the design and engineering work for the platform is substantially complete. At this stage, refunds are limited to scoped deliverables that have not yet been engineered — for example, an unfinished SMS automation flow or a payment integration that has not yet been wired.
This is also the phase covered by the included revision policy: up to 2 rounds of revisions within a 5 business day revision window after preview delivery, at no additional cost. The intent is to use the revision rounds to bring the build to your satisfaction rather than initiate a refund. After the revision window closes, additional changes are billed at $100/hour.
After platform delivery and launch
Non-refundable. Once the platform is delivered to your domain and made publicly accessible, the build is complete and the build fee is non-refundable. At this point you own the code, the design, the customer data, and the domain — the deliverable has been transferred to you in full.
This mirrors how custom-engineered work operates across industries: a custom-built asset that has been delivered cannot be unbuilt or returned to inventory.
Monthly Care Plan
The $70/month Care plan is billed monthly and is independent of the $700 build fee. You may cancel the Care plan at any time with no penalty. The current billing month is not refunded, but no further charges will be made. Your platform continues to be yours regardless of whether the Care plan is active — cancellation simply means hosting, SMS delivery, and ongoing support move to you or to another provider of your choice.
Chargebacks
If you have a billing concern, contact admin@velonyxsystems.com before initiating a chargeback. We will work with you to resolve any legitimate issue under the phase-tiered refund terms above. Chargebacks filed without first attempting resolution may result in suspension of the platform pending review.
How to Request a Refund
- Email admin@velonyxsystems.com with your order ID and the reason for the refund request.
- You will receive a written response within 2 business days outlining which phase your project is in and the refund amount, if any.
- Approved refunds are processed within 5 business days back to the original payment method.
Questions
If anything about this policy is unclear before you commit, the right time to ask is before kickoff. Email admin@velonyxsystems.com or call (877) 317-8643 and we will walk through it.
This Refund Policy is part of the broader Terms of Service and the project-specific Statement of Work. In the event of a conflict, the Statement of Work governs.