Overview
Vladexx LLC (“Buckram”) provides professional and managed technology services. Because our work is delivered as labor and ongoing service rather than as returnable goods, the terms below explain how cancellations and refunds work. Where a signed statement of work or services agreement (“Services Agreement”) addresses these topics, that agreement controls for that engagement. For online payments made without a separate signed agreement, the default terms in this policy apply. We aim to be fair: if something is not right, contact us first.
Recurring managed services
- Billing. Managed IT and security services are billed in advance for each service period (typically monthly) at the rate stated in your Services Agreement.
- Cancellation. You may cancel ongoing services by giving written notice as specified in your Services Agreement (commonly 30 days). Services continue, and remain payable, through the end of the notice period.
- Refunds. Fees for a service period already in progress are generally non-refundable, because the monitoring, licensing, and support covered by that period are already being provided. We do not pro-rate partial months unless your Services Agreement says otherwise.
- Offboarding. On cancellation we will work with you in good faith on a reasonable, secure transition of your data and access, as described in your Services Agreement.
Projects & fixed-scope work
Project engagements, including risk assessments, remediation work, and migrations, are quoted on a fixed scope and are typically billed by deposit and milestones.
- Before work begins. If you cancel before we begin work, any amount you have paid that exceeds work already performed is refundable.
- After work begins. Amounts are earned as work is performed. If you cancel mid-project, you are responsible for work completed and reasonable commitments made up to the cancellation date; any unearned balance is refunded.
- Completed milestones and accepted deliverables are non-refundable.
Deposits & onboarding
Deposits reserve our time and cover initial discovery and planning. Deposits are non-refundable once that work has begun, but are credited toward your engagement. One-time onboarding, assessment, or setup fees are non-refundable once the corresponding work has been delivered.
Third-party costs
Amounts we pay on your behalf to third parties, such as software licenses, subscriptions, domains, certificates, or hardware, are non-refundable to the extent they are non-refundable to us, and any applicable transaction or processing fees are not refundable.
How to cancel or request a refund
To cancel a service or request a refund, email [email protected] from the address associated with your account, or contact your account team. Please include your company name, the service or invoice in question, and the reason for your request so we can resolve it quickly.
Refund method & timing
Approved refunds are issued to the original payment method where possible. Once approved, refunds are typically initiated within 5–10 business days; the time for funds to appear depends on your bank or card issuer and our payment processor.
Billing questions & disputes
If you have a question about a charge, please contact us first at [email protected]: most issues are simple misunderstandings we can resolve quickly. Initiating a card chargeback before contacting us may delay resolution. We reserve the right to contest chargebacks that conflict with this policy or your Services Agreement.
Changes to this policy
We may update this policy from time to time; the “Last updated” date above reflects the current version. The policy in effect when you entered an engagement, together with your Services Agreement, governs that engagement.
Questions about this policy? Contact us at [email protected].