Refund Policy

1. What this covers

This policy covers refunds for purchases made through the Vastura Digital storefront — software product subscriptions and one-time licenses, fixed-price audits and deliverables, and other items sold here. B2B services engagements (custom audits, setups, migrations, retainers) are governed by the cancellation clause in the engagement contract; this policy describes our default approach.

2. Audits and fixed-price digital deliverables

For fixed-price digital deliverables (for example, a $497 Shopify Audit) you can request a full refund within 14 days of purchase, as long as the audit work has not yet started. Once we've begun the discovery, scoping, or report drafting, refunds are pro-rated against work completed to that point.

If the delivered audit doesn't match what we promised, contact us — we'll either fix the gap, redo the relevant section, or refund the affected portion. Material misrepresentations on our part get a full refund.

3. Software products (Paper Trader, future Commerce Suite)

For one-time software purchases:

• 14-day money-back guarantee from date of purchase, provided you haven't substantially used the product (a few sessions for evaluation is fine; ongoing use beyond evaluation is not).
• Refunds are issued to the original payment method via Stripe through Shopify.
• Bug fixes or minor issues we resolve don't reset the refund window.
• If a critical defect prevents you from using the product as advertised and we can't fix it within a reasonable time, you're entitled to a refund regardless of the 14-day window.

4. Subscriptions

For subscription-based products (when launched), the Subscription Terms govern. Short version: cancel anytime to stop renewals; current paid period stays active through its end date; partial-month refunds aren't available unless required by law.

5. B2B services engagements

For consulting / dev engagements (audits beyond the standard tripwire, setups, migrations, custom admin work, ITIL governance setup, retainers):

• Cancellation and refund terms are set in your engagement contract or statement of work.
• Default approach: work completed and billed is non-refundable; future scheduled work can be cancelled with reasonable notice (typically 7-14 days for retainers, project-specific for engagements).
• If we miss a milestone we committed to, we'll either re-baseline the schedule with you or refund the affected portion.

6. When refunds aren't available

• Purchases more than 14 days old (unless covered by a longer guarantee or required by law)
• Software products that have been substantially used beyond evaluation
• Custom-built deliverables that have been delivered and accepted
• Discovery calls and consultations that have been delivered (these are typically free anyway)
• Fees for third-party services we passed through to you (those follow the third party's refund rules)

Nothing in this section limits your statutory rights under Canadian consumer-protection law.

7. How to request a refund

1. Email billing@vastura.ca with: your order number, the product/service name, and a brief reason for the refund.
2. We confirm receipt within one business day.
3. We approve, decline, or counter-offer (e.g., partial refund, store credit) within five business days.
4. Approved refunds are processed to the original payment method.

8. How long it takes

Approved refunds are issued to Stripe within five business days of approval. Stripe typically returns funds to your card within 5–10 business days, sometimes longer depending on your bank. We'll send you a confirmation when the refund is issued from our side.

9. If you're not satisfied

Talk to us first — we'd rather sort it out than have you unhappy. If we can't resolve it, you can contact your provincial consumer-protection office or your card issuer for a chargeback. Chargebacks initiated without contacting us first may delay resolution and affect future eligibility for refunds or services.

10. Changes to this policy

We update this policy when our products or terms change. Existing orders are governed by the policy in effect at the time of purchase (archived under /legal/archive/refunds/).

11. Contact us

Refund questions: billing@vastura.ca.