Refund Policy

1. Overview

At Vertex, operated by CODEGENIX LTD. (a company registered in England and Wales), we are committed to your satisfaction. This Refund Policy outlines your rights to refunds and withdrawals in compliance with applicable UK consumer protection law, and equivalent EU consumer protection law where you are an EU-resident consumer.

All refunds are subject to the terms outlined below and your statutory rights as a consumer.

2. Right of Withdrawal (14-Day Cooling-Off Period)

2.1 Your Rights

If you are a consumer in the United Kingdom, you have the right to withdraw from credit purchases within 14 days of purchase without providing a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are a consumer resident in the European Union, the equivalent right applies under the EU Consumer Rights Directive.

2.2 How to Exercise Your Right

To withdraw from a purchase, send a clear written statement to:

Email: support@vertex.boutique
Subject line: "Withdrawal Request"
Include: Your name, order number, and date of purchase

The 14-day period begins on the day of purchase. You must communicate your decision to withdraw before the deadline.

2.3 Important Exception - Services Commenced Early

If you request consulting services to begin during the 14-day withdrawal period and the service is fully performed, you lose your right to withdraw. However, you will only pay proportionate costs for services actually rendered before withdrawal.

3. Credit Refund Policy

3.1 Unused Credits

Unused credits may be refunded within 30 days of purchase. After 30 days, credits remain valid indefinitely but are non-refundable.

To request a refund of unused credits, contact support@vertex.boutique with:

• Your account email
• Purchase date and order number
• Number of unused credits
• Reason for refund (optional but helpful)

3.2 Partially Used Credit Packages

If you have used some credits from a package:

• Within 14 days: You may withdraw and receive a refund for unused credits (minus the standard rate for credits used)
• After 14 days but within 30 days: Refund available for unused credits at the package rate
• After 30 days: No refund available, but credits remain valid

3.3 Bonus Credits

Bonus credits received as part of promotional packages are non-refundable but remain valid indefinitely.

4. Service Refunds

4.1 Completed Services

Credits used for successfully completed consulting services are generally non-refundable. However, we maintain a satisfaction guarantee (see Section 5).

4.2 Cancelled or Incomplete Services

If a service is cancelled before completion or a specialist fails to deliver:

• Full credit refund to your account balance
• Option to cash refund within 14 days of cancellation
• No penalty or deduction

4.3 Service Defects

If services are defective, not as described, or fail to meet reasonable quality standards, you are entitled to remedies under applicable UK consumer law (including the Consumer Rights Act 2015), or equivalent EU consumer law if you are an EU-resident consumer, including service correction, price reduction, or refund.

5. Satisfaction Guarantee

We stand behind the quality of our specialist services. If you are not satisfied with a completed service:

• Contact us within 7 days of service completion
• Provide specific details about your concerns
• We will review and offer remedies, which may include:
  • Service revision by the same specialist
  • Reassignment to a different specialist
  • Partial or full credit refund

Our goal is to ensure every engagement meets your expectations and our standards of excellence.

6. Refund Processing

6.1 Processing Time

We process refund requests within 5 business days of approval. Refunds are issued to your original payment method.

6.2 Payment Method Timing

• Credit/Debit cards: 5-10 business days (depending on your bank)
• Other payment methods: As specified by the payment provider

6.3 Currency and Fees

Refunds are issued in the original purchase currency. We do not charge refund processing fees. However, your bank or payment provider may apply currency conversion or transaction fees beyond our control.

7. Non-Refundable Items

The following are non-refundable:

• Bonus credits from promotional offers
• Credits older than 30 days (unless subject to satisfaction guarantee)
• Gift credits or promotional codes
• Services fully performed during the withdrawal period with your express consent

8. Fraudulent or Abusive Refund Requests

We reserve the right to refuse refunds for fraudulent or abusive requests, including repeated refund requests without valid reason. Such actions may result in account suspension or termination.

9. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Contact our customer support team for escalation
• Contact Citizens Advice or your local Trading Standards service (UK consumers), or your national consumer-protection authority (EU consumers) — the EU's Online Dispute Resolution platform was discontinued by the European Commission on 20 July 2025 and is no longer available
• Seek legal remedies under applicable law

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be notified by email or prominent notice on our platform. Your statutory rights as a consumer are not affected by policy changes.