Billing, Cancellation and Refund Policy
How we invoice retainers, setup work, projects and advertising budgets, and how cancellation works.
Effective date: 5 August 2026
Vortox Lab is a remote-first growth partner for the green industry and works with clients internationally. We do not operate a public office or customer visit location. All contact is handled through the details on this page.
Purpose
This policy explains how Vortox Lab charges for retainers, setup work, project work, advertising budgets, cancellation and refunds. The client's signed Order Form or proposal may contain more specific commercial terms. If it conflicts with this page, the signed document controls.
Package prices are starting prices
| Package | Published starting price | Final price |
|---|---|---|
| Foundation | From $2,000 per month | Confirmed in the Order Form |
| Growth | From $3,000 per month | Confirmed in the Order Form |
| Scale | From $5,000 per month | Confirmed in the Order Form |
| Enterprise | Custom | Confirmed in the Order Form |
Prices exclude VAT, sales tax and similar taxes where applicable. The published amount is not a quote for a particular client. Scope, branch count, platforms, content volume, integrations, service lines, support level and contract term may affect the final price.
Billing in advance
- Recurring service fees are billed monthly in advance.
- The first recurring payment and any setup fee are due before onboarding or setup begins.
- Invoices are due using the date and payment method shown on the invoice.
- Work may be scheduled only after the required initial payment clears.
Setup and activation fees
A one-time setup or activation fee may cover discovery, account configuration, tracking, access setup, planning, migration, automation design or initial production. Setup fees are non-refundable once paid because capacity is reserved and setup work begins immediately.
Advertising spend and approved third-party costs
Advertising spend is excluded from every growth package. The client funds or pays media platforms directly. Vortox Lab does not mark up ad spend unless a written agreement expressly says otherwise. No software, media or other third-party cost will be charged by Vortox Lab without prior written approval, except costs already stated in the Order Form, applicable taxes or payment-provider charges.
Monthly, six-month and annual terms
- Monthly: Renews monthly and may be cancelled with at least 30 days' written notice.
- Six-month: The client commits to the full six-month term. The service ends at the end of that term after proper notice, unless the Order Form allows early termination.
- Annual: The client commits to the full annual term. The service ends at the end of that term after proper notice, unless the Order Form allows early termination.
How cancellation works
- Send written notice to hi@vortoxlab.com.
- The notice must identify the client, service and requested end date.
- At least 30 days' notice is required.
- For a monthly plan, cancellation normally takes effect at the end of the applicable paid billing period after the notice requirement has been met.
- For a six-month or annual plan, cancellation normally takes effect at the end of the committed term unless an early exit has been agreed in writing.
- Work, access and reporting continue during a paid notice period unless the parties agree an earlier operational handover.
A request to pause work is not a cancellation unless Vortox Lab confirms it in writing. Reducing a package or removing a service also requires written agreement and may change the remaining scope and price.
Non-refundable charges
Except where the law requires otherwise or Vortox Lab confirms a billing error, the following are non-refundable:
- Setup, activation, onboarding and migration fees.
- Monthly service fees already charged or earned.
- Fees for completed work, work in progress or capacity reserved for the client.
- Unused time, deliverables or access during a paid billing or notice period.
- Advertising spend and charges paid to an advertising platform.
- Approved third-party software, media, stock, licensing or supplier costs.
- Project deposits after work has started or capacity has been reserved.
Late or failed payments
If a payment fails or becomes overdue, Vortox Lab may retry the payment, request another payment method, pause advertising management, suspend development or automation work, restrict access to unpaid deliverables, and delay the delivery schedule. We will normally provide written notice before suspension unless immediate action is needed to prevent further cost, platform risk or security exposure.
The client remains responsible for approved advertising spend and third-party charges that continue on client-owned accounts. The client should pause those platforms directly if access to Vortox Lab is suspended.
Scope changes and out-of-scope work
A package covers the managed scope stated in the Order Form. Work outside that scope requires written approval. It may be charged as a separate project, added to the monthly fee, or exchanged for another planned priority. No out-of-scope fee will be added without prior written approval.
Chargebacks and invoice disputes
Contact hi@vortoxlab.com promptly if an invoice appears incorrect. Provide the invoice number, disputed amount and reason. The parties should attempt to resolve a genuine billing issue before a chargeback. An unsupported chargeback may lead to immediate suspension, recovery of processor fees and termination where the law permits.
Offboarding
After the service ends and undisputed invoices are paid, Vortox Lab will complete the reasonable handover stated in the Order Form. Client-owned accounts and data remain the client's responsibility. Vortox Lab may remove its access, stop scheduled work and archive working files after the agreed handover period.
Contact
Questions, notices and privacy requests can be sent to hi@vortoxlab.com. You can also visit vortoxlab.com.
Contact
Questions, notices and privacy requests can be sent to hi@vortoxlab.com.