Refund Policy

1. Our refund commitment

We back our marketing and product services with a clear, results-based refund policy:

• 90-day performance guarantee: If your brand connects with Vellwer Agency for ongoing marketing/ad management and, within 90 days, we have not generated a profitable sale and you are not satisfied with the engagement, we will refund 100% of our service fees for that period.
• 30-day product guarantee: For products we provide or list on your behalf, if no sale occurs within 30 days of listing, we will refund 100% of the fee charged for that product's setup.

2. What is not covered

The following are non-refundable, as they reflect work and cost already delivered regardless of sales outcome:

• Store creation and website design/development fees
• SEO setup and optimization work already completed
• Advertising campaign management fees for campaigns that have already run (the ad spend itself, paid directly to the platform, was never ours to refund)
• Domain, hosting, or third-party tool/plugin costs paid on your behalf

3. What qualifies as "no profitable sale" or "not satisfied"

We assess this in good faith, based on the goals agreed in your written proposal. To qualify for the 90-day or 30-day guarantee, the client must have provided timely access, content, approvals and cooperation needed to do the work — refund eligibility does not apply where delays or non-performance resulted from missing access, unapproved content, or changes in scope requested by the client.

4. How to request a refund

Email contact@vellweragency.com or message us on WhatsApp with your account details and the reason for the request. We review every request within 5 business days and confirm the outcome in writing.

5. Refund processing time

Approved refunds are issued to the original payment method within 7–14 business days. Bank or payment processor fees, where applicable, may be deducted from the refunded amount.

6. Cancellations before the guarantee period ends

You may cancel an ongoing engagement at any time with written notice. Fees for work already completed up to the cancellation date remain payable; the 90-day or 30-day guarantee applies only once that full period has elapsed without a profitable sale.

7. Chargebacks

We ask clients to contact us directly before filing a chargeback with their bank or card provider — most concerns can be resolved faster through a direct refund request than through a chargeback process.

8. Changes to this policy

We may update this Refund Policy from time to time. The version in effect at the time you engaged our services is the one that applies to that engagement, unless we agree otherwise in writing.

9. Contact us

Questions about a refund can be sent to contact@vellweragency.com or WhatsApp +92 325 9882525.