Return & Refund Policy

At VistaSec, we aim to provide you with the highest quality cybersecurity, digital marketing, and creative solutions. We understand that sometimes circumstances change, and you may need to request a refund or return for the services you’ve purchased. Below is our detailed Refund and Returns Policy to ensure clarity and transparency throughout the process.

General Policy

We are committed to providing services that meet your expectations and provide value. Our Refund and Returns Policy is designed to handle requests professionally, efficiently, and fairly for both our customers and our team. Please read the following guidelines to better understand how our policy applies to various products and services.

Eligibility for Refunds

Refunds are only available under certain conditions:

Digital Products: Since our products are intangible, digital in nature, and instantly accessible, we do not offer refunds on any digital products, such as e-books, software, templates, or other downloadable content once the purchase is completed and the product is accessed.
Services (Cybersecurity, Digital Marketing, and Creative Solutions): Refunds for services will be considered under the following conditions:
- Services Not Delivered: If we fail to provide the service within the agreed-upon time frame, we will offer a refund or credit towards future services.
- Unfulfilled Expectations: If the service does not meet the expectations set out in the agreement or proposal, we may consider a partial refund based on the work delivered.
- Requests for Cancellations: For any service-related cancellations, the refund eligibility depends on the phase of the project. Services rendered up to the cancellation point may be non-refundable.

Service-Specific Refund Guidelines

Cybersecurity Services

Our cybersecurity services include assessments, penetration testing, and security consultation. If you are not satisfied with the results or the service does not meet the agreed-upon deliverables, you can request a partial refund, provided the request is made within 7 days after receiving the report or service output. Please note that after this period, refunds are generally not available as services are delivered based on detailed consultations and risk assessments.

Digital Marketing Services

For services related to digital marketing (SEO, SEM, content creation, social media management, etc.), refunds may be issued under the following conditions:

If a performance report or key deliverables were not delivered within the agreed-upon timeline.
If you feel the strategy or content provided does not align with the agreed goals, a refund request can be reviewed. However, partial refunds will depend on the work already completed.
If the marketing campaigns (like Google Ads or social media promotions) have been launched, refunds are typically not applicable unless an error was made on our part.

Creative Solutions (Graphic Design, Animation, Video Production)

Refunds for creative services such as design, animation, and video production are subject to the following:

Concept Design Stage: If you request a refund during the initial concept design stage before the first draft is submitted, you may be eligible for a full refund.
Production Stage: After concept approval and production begins, refunds are usually not available unless the final product is deemed unsatisfactory and fails to meet agreed-upon specifications.
Final Deliverables: Once the final product has been delivered, refunds are generally not available, except in cases of non-delivery or failure to meet contractual specifications.

Requesting a Refund

To request a refund for a service or product, please follow these steps:

Contact Us Promptly: Reach out to our customer support team via email, phone, or our contact form, explaining your reason for the refund request. Be sure to include your order number, details of the purchase, and any supporting documentation or communication.
Provide Relevant Information: If your request involves dissatisfaction with a service, please provide clear details on the service delivered, including specific instances where we did not meet the agreed-upon terms. For digital products, if you are requesting a refund due to technical issues (e.g., download problems or file issues), please describe the nature of the problem.
Evaluation: Our team will assess your refund request, and we may ask for additional information to process the request more efficiently. If the service is deemed refundable, we will process your refund promptly. If the refund request does not meet the criteria, we will explain why and offer alternative solutions.

Refund Processing

Once a refund is approved, it will be processed according to the original payment method:

Credit/Debit Cards and Online Payments: Refunds to credit cards and payment gateways (like PayPal, Stripe, etc.) will take 5-7 business days to reflect in your account.
Bank Transfers: Refunds via bank transfers can take up to 10 business days to be credited to your bank account, depending on your bank’s processing times.

Refunds are typically processed within 5 business days from the approval date, but please allow up to 10 business days in certain cases.

Exceptions

Certain products or services may not be eligible for a refund, including:

Custom-Made Services: Services and products that are specifically tailored or customized to your specifications (such as a bespoke marketing strategy or a custom-developed cybersecurity solution) are non-refundable once initiated or delivered.
Third-Party Products/Services: Refunds are not applicable for third-party products or services purchased through us (such as external software, subscriptions, etc.). These are subject to the individual terms and conditions of the third-party provider.

Cancellations

If you wish to cancel a service after the initial agreement or consultation:

Prior to Service Delivery: Cancellations made before the service begins may be eligible for a full refund, except in cases where initial consultation fees apply.
After Service Delivery: If the service has already been partially or fully delivered, we may charge a cancellation fee or provide a partial refund depending on the work completed.

Contact Information for Refunds

If you wish to request a refund, please contact our support team via:

Email: [email protected]
Contact Form: https://vistasec.com/contact-2/

Our support team is available from 9:00 AM to 6:00 PM, Monday to Friday to handle any refund-related inquiries.

Conclusion

At VistaSec, customer satisfaction is a top priority, and we are dedicated to providing high-quality services and products. Our Refund and Returns Policy is designed to ensure a fair and transparent process in addressing any concerns or dissatisfaction. We encourage you to reach out if you have any questions or require assistance, and our team will do its best to resolve any issues.

Thank you for choosing VistaSec for your cybersecurity, digital marketing, and creative solution needs!