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Refund Policy

Last updated: March 19, 2026

VIG builds custom software and provides consulting services. Because our work is bespoke — built specifically for you — our refund policy works differently than a SaaS subscription you can cancel anytime. Here's how it works, plainly.

The Short Version

  • Milestone-based projects: You only pay for completed, approved milestones
  • If we can't deliver: You get a full refund for undelivered milestones
  • Bug fixes: Free during the warranty period (specified in your agreement)
  • Change of mind: No refunds on approved and delivered work

Consulting Services

Before Work Begins

If you've signed an agreement but we haven't started work yet, you can cancel for a full refund of any advance payment. No hard feelings.

During a Project

Our projects are structured in milestones. Here's how refunds work at each stage:

  • Unstarted milestones: Full refund if you cancel before we begin
  • In-progress milestones: Partial refund based on work completed, assessed fairly
  • Completed & approved milestones: No refund — you've reviewed and accepted the deliverable

If VIG Can't Deliver

If we determine we can't fulfill a commitment (it happens — we're honest about it), you get:

  • Full refund for any undelivered milestones
  • All work product completed to that point
  • Reasonable transition assistance to another provider

Custom Software Products

Warranty Period

All custom software delivered by VIG includes a warranty period (typically 30–90 days, as specified in your service agreement) covering:

  • Bugs that prevent the software from meeting agreed specifications
  • Critical security vulnerabilities in our code
  • Integration failures caused by our implementation

What the Warranty Doesn't Cover

  • Changes to third-party APIs or services
  • Issues caused by modifications you or another party made to the code
  • Feature requests or enhancements beyond the original scope
  • Hosting, infrastructure, or environment issues outside our control

After the Warranty

Post-warranty support is available under a separate maintenance agreement. We don't hold your software hostage — you own the code, so you're free to maintain it yourself or hire anyone else.

How to Request a Refund

  1. Email troy@vogtinnovation.com with your project details
  2. Describe the issue or reason for the refund request
  3. We'll review and respond within 5 business days
  4. Approved refunds are processed within 14 business days

Disputes

If we disagree on whether a deliverable meets specifications:

  1. We'll review the original scope document together
  2. We'll make reasonable efforts to resolve the issue
  3. If we still can't agree, the dispute resolution process in your service agreement applies

We'd rather fix the problem than argue about refunds. That's just good business.

No Hidden Fees

  • No cancellation penalties on unstarted work
  • No "restocking fees" (it's software, not a warehouse)
  • No surprise charges — everything is in your service agreement upfront

Contact

Refund questions? Let's talk:

Questions about any of this? Reach out directly.