Refund Policy

1. Payment Structure

Most projects at IT Veins LLC follow a milestone-based payment structure. A deposit is collected before work begins. Further payments are tied to project milestones or completion as outlined in the project proposal. This structure ensures both parties have clear expectations before any work is committed.

Ongoing services such as monthly SEO, digital marketing management, or maintenance retainers are billed on a recurring cycle as agreed in the service agreement.

2. No Refunds After Project Initiation

Once a project has been initiated, meaning discovery, strategy, design, or development work has commenced, no full refund will be issued. This includes the initial deposit. The deposit covers time spent on scoping, research, planning, and early work that cannot be reversed or reused for another client.

If you decide to stop a project after work has begun, you remain responsible for payment of all work completed to that point.

3. Conditions for Partial Refunds

A partial refund may be considered in the following circumstances only:

• IT Veins LLC fails to deliver a clearly defined milestone within a timeframe that has been explicitly committed in writing, and the delay is caused entirely by our team with no contributing client delays.
• A future milestone payment has been collected in advance and the corresponding work has not yet started at the time of project cancellation.

Partial refunds are calculated based on the value of unstarted work and are issued at IT Veins LLC discretion after a review of the project record. A partial refund request must be submitted in writing within 14 days of the dispute arising.

4. Non-Refundable Services

The following services are non-refundable under all circumstances:

• Custom development work including web applications, mobile applications, automation builds, and integrations once work has commenced.
• Consultation and discovery sessions that have already taken place.
• GoHighLevel CRM setup work including account configuration, pipeline builds, and automation setup once initiated.
• SEO and AI SEO work including strategy documents, content production, technical audits, and published optimizations.
• Digital marketing campaign setup including ad account configuration, creative work, and campaign launches.
• Third-party fees and ad spend paid to platforms such as Google, Meta, or GoHighLevel on your behalf. IT Veins LLC does not control these fees and cannot recover them.

5. Ongoing and Subscription Services

For monthly retainers, SEO management, digital marketing management, or any recurring service:

• You may cancel an ongoing service with written notice before the next billing cycle. Work performed in the current billing period is non-refundable.
• Cancellation mid-cycle does not result in a pro-rated refund for the remainder of that billing period.
• A minimum engagement period may apply to certain services and will be stated clearly in the service agreement.

6. Dispute Resolution

If you are dissatisfied with any aspect of a project or service, we ask that you contact us directly before initiating any formal dispute process. Most issues can be resolved through direct communication.

To raise a concern, contact IT Veins LLC in writing at hello@itveins.com with a clear description of the issue and your desired resolution. We will respond within 5 business days and work toward a fair outcome.

If a dispute cannot be resolved directly, both parties agree to attempt good-faith mediation before pursuing any other legal remedy.

7. Contact

For refund requests or billing questions, contact IT Veins LLC at:

• Email: hello@itveins.com
• Phone: +1 (562) 352-3182