Refund and Cancellation Policy

This Refund and Cancellation Policy applies to all services provided by VividScale (“we,” “us,” or “our”). Please read this policy carefully before engaging our services.

All service engagements are governed by a separate Service Agreement executed between VividScale and the client. In the event of any conflict between this policy and a signed Service Agreement, the Service Agreement shall prevail.

1. Refund Eligibility

Before Work Begins

If you cancel your engagement before any work has commenced (no strategy calls conducted, no content calendar created, no scripts written, no edits begun), you are eligible for a full refund of any fees paid, minus any non-refundable onboarding fee as specified in your Service Agreement.

After Work Has Begun but Before Delivery

If work has commenced but final deliverables have not been delivered or approved, you may be eligible for a partial refund. The refund amount will be calculated by deducting the fair value of work already completed, including strategy and research hours, scripts written, editing work completed, thumbnails designed, and any third-party costs incurred on your behalf. We will provide a transparent breakdown of work completed and the corresponding deduction.

After Delivery

Once final deliverables have been delivered, approved, and/or published to your YouTube channel, no refund will be issued. Our obligation is to deliver the agreed-upon creative assets. The performance of those assets on YouTube is subject to the factors described in our Results Disclaimer.

2. Onboarding Fee

The one-time onboarding fee covers initial channel audit, strategy development, brand guideline creation, workflow setup, and team onboarding. This fee is non-refundable once the onboarding process has begun, regardless of whether you proceed with the monthly retainer.

3. Monthly Retainer Cancellation

Cancellation must be submitted in writing (email) as specified in your Service Agreement. The notice period for cancellation is defined in your Service Agreement (typically 30 days). Fees for the current billing period are non-refundable upon cancellation. Work in progress at the time of cancellation will be completed and delivered for the current billing period. No fees will be charged for periods after the effective cancellation date.

4. Revision Policy

We offer revision rounds as specified in your Service Agreement. If you are unsatisfied with a deliverable, we strongly encourage you to use available revision rounds before requesting a refund. Our goal is to get the work right, not to issue refunds.

5. Chargebacks

Initiating a chargeback or payment dispute with your bank or payment provider (including Wise) without first following this refund process constitutes a breach of your Service Agreement.

If you have a billing concern, contact us at support@vividscale.net and we will work to resolve it within 10 business days. Unresolved chargebacks may result in suspension of services, collection action, and/or termination of the Service Agreement.

6. Refund Processing

Approved refunds will be processed within 15 to 30 business days. Refunds will be issued to the original payment method where possible. International refund transfers may take additional time due to banking processing.

Please note that any refund to a foreign client may be subject to applicable forex regulations under FEMA (Foreign Exchange Management Act, 1999). VividScale is not responsible for exchange rate differences between the date of payment and the date of refund.

7. Exceptions

We reserve the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Any exception granted does not constitute a waiver of our rights under this policy or the Service Agreement.

8. Contact

For refund requests or billing questions:
Email: support@vividscale.net
Address: Second Floor, M-10, Satyawati Colony, Phase 3, Ashok Vihar, New Delhi, Delhi 110052, India