Clear, Fair & Transparent

1. Overview

This Refund and Cancellation Policy applies to all services provided by VoroHQ (operated by Bit By Bit Web Services Private Limited), including but not limited to brand building, legal services, web/app development, video production, digital marketing, and consultation services.

By engaging our services, making a payment, or signing an agreement, you acknowledge that you have read, understood, and agree to be bound by this policy.

2. No Cancellation Policy

VoroHQ operates under a strict NO CANCELLATION policy. Once a service is booked, a project is initiated, or payment is made, the engagement cannot be cancelled or terminated by the client.

Why No Cancellations?

Our business model is built on:

• Resource Allocation: Upon project confirmation, we allocate dedicated teams, vendors, and third-party service providers specifically for your project.
• Immediate Work Commencement: Strategy development, research, legal filings, vendor coordination, and preliminary work begin immediately after payment confirmation.
• Third-Party Commitments: We engage external specialists (legal consultants, designers, developers, production crews) on your behalf, creating binding commitments.
• Opportunity Cost: Accepting your project means declining other potential clients for the same resources and time slots.
• Custom Solutions: Every project is uniquely tailored to your business needs, making the work non-transferable.

Alternative Solutions:

Instead of cancellation, we offer:

• Project Pause: Temporarily pause the project for up to 90 days (subject to approval)
• Scope Modification: Adjust project scope to better fit your current needs
• Credit Transfer: Transfer remaining credits to a different service package (subject to terms)
• Timeline Extension: Extend project timeline to accommodate your schedule

3. Refund Eligibility (Limited Circumstances Only)

Refunds are NOT APPLICABLE for standard service delivery. Refunds are issued ONLY in the following extremely limited circumstances:

Eligible Refund Scenarios:

• Duplicate Payment: If you have accidentally made the same payment twice for the same service
• Excess Payment: If you have paid more than the agreed invoice amount
• Price Difference Adjustment: If there is a pricing discrepancy between the quoted amount and the amount charged
• Technical Payment Error: If a payment gateway error resulted in multiple debits for a single transaction
• VoroHQ Error: If VoroHQ incorrectly charges your account without authorization

4. Non-Refundable Services & Payments

The following are 100% NON-REFUNDABLE under all circumstances:

Consultation Services:

• Strategy sessions and business consultations (once conducted, no refunds)
• Discovery calls and planning meetings
• Expert advice and recommendations provided

Legal Services:

• Company incorporation and registration fees
• Trademark filing and intellectual property applications
• Legal document drafting and review
• Court filings and litigation services
• Government fees, stamp duty, and third-party charges
• Legal consultation hours (once delivered)

Development Services:

• Website/app development once work has commenced
• Custom coding, design, and architecture work
• Domain registration and hosting setup
• Third-party API integrations and licenses
• Source code delivery and deployment

Production Services:

• Video production (once shooting or editing begins)
• Photography sessions (once conducted)
• Equipment rental and crew booking costs
• Location permits and vendor coordination
• Editing, post-production, and rendering work

Marketing & Brand Services:

• Digital marketing campaigns (once launched)
• Ad spend on Google, Facebook, Instagram, or other platforms
• Content creation (written, graphic, or video)
• Social media management hours
• SEO optimization and link building campaigns
• Brand strategy and positioning work

Other Non-Refundable Items:

• Setup fees, onboarding charges, and administrative costs
• Third-party software licenses purchased on your behalf
• Vendor payments made to external service providers
• Research, analysis, and preliminary work deliverables
• Travel, accommodation, or location-based service costs

5. Refund Request Process

If you believe you qualify for a refund under the extremely limited circumstances outlined in Section 3, follow this process:

Step 1: Submit Written Request

Send an email to legal@vorohq.com with the following information:

• Your full name, company name, and contact details
• Invoice number and transaction ID
• Payment date and amount paid
• Detailed reason for refund request with supporting documentation
• Bank account details for refund (account name, number, IFSC code, bank name)
• Alternate refund method preference (bank transfer or cheque)

Step 2: Verification & Review

Our legal and accounts team will:

• Verify payment records and transaction details
• Review the eligibility of your refund request
• Cross-check with project status and work delivered
• Respond to your request within 7-10 business days

Step 3: Approval or Rejection

You will receive written notification of:

• Approval: Refund amount, processing timeline, and method
• Rejection: Clear reasons why the refund request does not qualify

6. Refund Processing Timeline

If your refund request is approved, the refund will be processed according to the following timeline:

Processing Duration:

• Review Period: 7-10 business days to review and approve/reject request
• Processing Period: 20-30 working days from approval date to complete refund
• Total Timeline: Approximately 30-40 working days from initial request to credit

Refund Methods:

Approved refunds will be processed via one of the following methods:

• Source Account Reversal: Refund credited back to the original payment source (bank account, credit/debit card, UPI, wallet)
• Bank Transfer: Direct deposit to the bank account details you provide
• Cheque: Physical cheque sent via registered post to your provided address

Refund Deductions:

The following deductions may apply to approved refunds:

• Payment gateway transaction fees (2-3% of transaction value)
• Bank processing charges for international transactions
• Administrative processing fee (up to ₹500 per transaction)
• Currency conversion charges (if applicable)

7. Service-Specific Refund Terms

Voro HQ One (Complete Solution Package):

• 6-month minimum commitment with monthly billing
• No refunds after the first month invoice is paid
• Early termination results in penalty charges equivalent to remaining contract value
• All work delivered up to termination date becomes billable at standard rates

Legal Services (Law Tak):

• Government fees, filing charges, and stamp duty are 100% non-refundable
• Legal consultation hours, once consumed, cannot be refunded
• Court case withdrawals do not entitle clients to refunds
• Rejected applications (trademark, incorporation) do not qualify for refunds

Development Projects:

• Once wireframes or prototypes are approved, no refunds apply
• Domain registration, hosting, and SSL purchases are non-refundable
• Third-party plugin/theme licenses cannot be refunded
• Deployment and go-live services are non-refundable once executed

Video Production (Sparklusion):

• Once shoot dates are confirmed, full payment is non-refundable
• Location booking, crew hiring, and equipment rental costs are non-refundable
• Editing work, once commenced, cannot be refunded
• Client-requested reshoots are billable separately and non-refundable

Marketing Campaigns:

• Ad spend on platforms (Google, Facebook, etc.) is non-refundable
• Campaign management fees are non-refundable once campaign is live
• Content creation (graphics, videos, copy) is non-refundable once delivered
• Underperforming campaigns do not qualify for refunds (market risk)

8. Disputes & Resolution Mechanism

If you have concerns about payments, service delivery, or refund decisions, we encourage the following resolution process:

Step 1: Direct Communication

Contact your dedicated account manager or project lead to discuss concerns informally.

Step 2: Formal Complaint

Submit a written complaint to legal@vorohq.com with full documentation.

Step 3: Management Review

Senior management will review the matter and respond within 10-15 business days.

Step 4: Mediation

If unresolved, we offer neutral third-party mediation before legal escalation.

No Chargeback Policy:

Initiating a chargeback or payment dispute with your bank/card issuer without first contacting VoroHQ is considered a breach of our agreement. Such actions will result in:

• Immediate suspension of all services
• Legal action to recover costs and damages
• Addition of penalty charges and legal fees to outstanding amount
• Permanent ban from future services

9. Contact Us for Refund Queries

For any questions about this Refund and Cancellation Policy or to submit a refund request: