Refund and cancellation policy

This policy explains withdrawal, cancellation, rescheduling and refunds for Vantrex Global advisory services. Mandatory rights under applicable consumer law take priority over this policy.

If you are an EEA consumer and enter into a service contract at a distance, you generally have 14 days from the date the contract is concluded to withdraw without giving a reason.

To withdraw, send us a clear statement before the 14-day period expires. If you paid before withdrawing, we will return amounts due within 14 days after receiving your withdrawal notice, using the original payment method unless another method is expressly agreed.

We will not begin work for a consumer during the 14-day withdrawal period unless the consumer expressly requests an earlier start. If you withdraw after work has begun at your request, we may deduct a proportionate amount for the service supplied up to the time of withdrawal.

If the service is completed in full during the withdrawal period following your express request and acknowledgement that the withdrawal right will be lost on full performance, the statutory right of withdrawal may no longer apply.

Outside any mandatory statutory right, if you cancel before we begin the agreed work, we will refund the amount paid for the service. We may deduct only an amount that is legally permitted and clearly agreed in advance, such as a separately identified non-recoverable third-party cost.

If you cancel a project after work has begun, you must pay for work completed up to the effective cancellation date and any approved non-recoverable costs. Any remaining prepaid amount attributable to work not performed will be refunded, subject to the written agreement and mandatory consumer rights.

Completed milestones, delivered reports, models, maps, documents and other completed work are not refundable merely because you change your mind after the applicable withdrawal period. This does not affect remedies for a service that was not supplied as agreed or rights that cannot be excluded by law.

You may cancel or reschedule a consultation without charge by giving at least 48 hours' notice before the scheduled start time.

With less than 48 hours' notice, or if you do not attend, the consultation fee is normally non-refundable because the time has been reserved. At our discretion, we may offer one alternative appointment. Mandatory consumer withdrawal rights continue to apply.

If we cancel a service and cannot offer a suitable alternative, we will refund the amount paid for the part we do not provide. We are not responsible for indirect costs caused by a cancellation except where applicable law requires otherwise.

Email privacy@vantrexglobal.xyz with your name, invoice or agreement reference, the service concerned and a clear description of your request. We may ask for information needed to verify the request and the original payment.

Approved refunds are returned by bank transfer to the original payer where practicable. We will process consumer refunds within any mandatory legal deadline and other approved refunds within 14 days after confirming the amount. Your bank's processing time is outside our control.

Statutory consumer withdrawal rights do not apply to purchases made wholly for business or professional purposes. Cancellation, termination and refund rights for business customers are governed by the written agreement and the applicable sections of this policy.