Payments & Refunds

1. Overview

At Victus Digital Marketing, we are committed to delivering exceptional value and quality in every project we undertake. This Payment & Refund Policy outlines our policies regarding deposits, cancellations, and refunds for our digital marketing services. We encourage all clients to review this policy carefully before engaging our services.

Our goal is to ensure complete client satisfaction. If you have concerns about your project at any stage, we encourage you to communicate with us proactively so we can address issues before they escalate.

2. Deposits and Payment Structure

2.1 Initial Deposits

Most projects require an initial deposit before work begins:

• Standard Projects: 50% deposit required before project commencement
• Large-Scale Projects: May be structured with milestone payments (e.g., 30% deposit, 30% at milestone, 40% upon completion)
• Rush Projects: Full payment may be required upfront
• Recurring Services: First month's payment required before service activation

The deposit secures your position in our production schedule and allows us to allocate resources to your project. Specific payment terms will be outlined in your individual proposal or contract.

2.2 Deposit Allocation

Deposits are applied toward:

• Initial project planning and strategy development
• Resource allocation and scheduling
• Research, analysis, and discovery work
• Third-party costs (hosting, domains, software licenses, stock assets)
• Design and development commencement

3. Refund Eligibility

3.1 Non-Refundable Deposits

Deposits are generally non-refundable once project work has commenced. This is because our team immediately begins allocating resources, conducting research, and performing preliminary work upon receipt of your deposit.

Deposits are non-refundable when:

• Discovery, research, or planning work has begun
• Design concepts or wireframes have been created
• Development work has commenced
• Third-party services or licenses have been purchased on your behalf
• Significant time has been invested in your project

3.2 Refund Consideration

We may consider partial or full refunds in the following circumstances:

• Cancellation before work begins: If you cancel within 48 hours of deposit AND before any work has commenced, you may be eligible for a full refund minus a 10% administrative fee
• Our inability to deliver: If we are unable to fulfill our obligations due to circumstances within our control, we will refund the portion of fees attributable to undelivered services
• Duplicate payments: Accidental duplicate payments will be refunded in full
• Billing errors: Verified billing errors will be corrected and refunded

3.3 Ineligible for Refunds

The following are not eligible for refunds:

• Completed projects that meet agreed specifications
• Services already rendered (consulting, audits, research)
• Third-party costs already incurred (domains, hosting, stock images, software)
• Projects cancelled after significant work completion
• Dissatisfaction unrelated to our deliverable quality (e.g., business circumstances, change of direction)
• Delays caused by client non-responsiveness or failure to provide materials
• Work completed under approved change orders

4. Project Cancellation

4.1 Client-Initiated Cancellation

If you need to cancel a project:

• Submit a written cancellation request via email to admin@victusdigitalnc.com
• We will calculate the value of work completed to date
• Any balance due for completed work must be paid
• If work completed exceeds the deposit, additional payment is required
• If deposit exceeds work completed, we will evaluate a partial refund on a case-by-case basis

4.2 Project Abandonment

A project is considered abandoned if:

• No response to communications for 30+ consecutive days
• Requested materials or approvals are not provided for 45+ days
• Multiple missed scheduled meetings without rescheduling

Abandoned projects will be archived after written notice. Deposits are forfeited, and any balance due for completed work remains payable. Reactivation of an abandoned project may require a new deposit and updated timeline.

4.3 Our Right to Cancel

We reserve the right to cancel projects and issue refunds (minus costs incurred) if:

• The project involves illegal, unethical, or objectionable content
• Client behavior is abusive, threatening, or unprofessional
• The client breaches payment terms or contractual obligations
• Unforeseen circumstances prevent us from completing the work

5. Recurring Services

5.1 SEO and Marketing Retainers

For ongoing SEO, marketing, and maintenance services:

• Services are billed monthly in advance
• Cancellation requires 30 days' written notice
• No refunds for partial months
• Work completed during the notice period is billable
• Minimum commitment periods may apply as specified in your agreement

5.2 Website Maintenance Plans

Maintenance and hosting services:

• Billed monthly or annually in advance
• Annual plans may offer discounts but are non-refundable once activated
• Cancellation takes effect at the end of the current billing period
• No prorated refunds for early cancellation of annual plans

5.3 Transition Assistance

Upon cancellation of recurring services, we will provide reasonable transition assistance, including exporting data, providing access credentials, and basic handoff documentation. Extended transition support may incur additional fees.

6. Our Satisfaction Commitment

While we cannot offer a general "money-back guarantee" due to the custom nature of our services, we are deeply committed to your satisfaction. Our approach includes:

• Collaborative Process: Regular check-ins and approvals at each project phase
• Revision Rounds: Included design revisions as specified in your proposal
• 30-Day Warranty: Post-launch support to address any technical issues
• Open Communication: Direct access to your project team for concerns
• Issue Resolution: Prompt attention to any quality concerns

If you're not satisfied with any aspect of our work, please communicate with us immediately. We will work diligently to address your concerns and find a mutually acceptable resolution.

7. Dispute Resolution

7.1 Resolution Process

If you believe you are entitled to a refund or have concerns about billing:

1. Contact us in writing at admin@victusdigitalnc.com within 30 days of the charge
2. Provide detailed explanation of your concern
3. Include any relevant documentation or correspondence
4. Allow 10 business days for our review and response
5. We will work with you to reach a fair resolution

7.2 Chargebacks

Initiating a chargeback or payment dispute without first attempting resolution through our process may result in suspension of services, collection action, and additional fees. We maintain detailed records of all project work and communications.

8. Refund Processing

When a refund is approved:

• Credit card refunds are processed within 5-10 business days
• ACH/bank transfer refunds take 7-14 business days
• Check refunds are mailed within 14 business days
• Refunds are returned to the original payment method when possible
• You will receive email confirmation when the refund is processed

9. Contact Us

For questions about this Payment & Refund Policy or to request a refund, please contact our billing department:

10. Policy Updates

We reserve the right to modify this Payment & Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase or service engagement will apply to that transaction.