Refund and Returns Policy

Company Name: VideoVista Ltd
Website: https://videovista.co.uk
Contact Email: info@videovista.co.uk
Company Address: 2 Frederick Street, London, WC1X 0ND, United Kingdom

1. Introduction

At VideoVista Ltd, we stand by the quality of our retail software solutions and services. We want you to be completely satisfied with your purchase. This Refund and Returns Policy explains when you may be eligible for a refund, what is covered, what is not, and how to submit a request.

By using our services, you agree to this policy in its entirety.

2. Services Covered

This policy applies to the following product categories:

E-commerce Integration Services
Customer Loyalty & CRM Software
Retail Inventory Management Systems
Point-of-Sale (POS) Software Solutions
Custom development and configuration services (limited refund eligibility)
Subscription-based plans (monthly or annually)

3. Refund Eligibility

We offer limited refunds under the following circumstances:

a. New Customers – Money Back Guarantee

First-time users may request a full refund within 14 calendar days of initial purchase.
Applies only to standard subscription plans.
Does not apply to setup fees, custom configurations, or third-party integrations.

b. Recurring Subscription Payments

Refunds are not granted for recurring charges after the 14-day guarantee.
Cancellation of a subscription will stop future billing but will not retroactively refund past payments.

c. Faulty or Non-Functional Software

If you experience:

Persistent technical issues that prevent use of the service
Errors not resolved within 10 business days of submitting a support ticket
You may request a partial or full refund, at our discretion.

d. Duplicate Charges

Accidental or duplicate payments due to billing errors are fully refundable upon verification.

4. Non-Refundable Items and Services

We do not offer refunds for:

Custom development, coding, or tailored integrations
Setup and onboarding fees
Training sessions or consultancy hours once delivered
Third-party fees paid on your behalf
Licenses or software purchased for your use (if non-refundable from the vendor)

5. Return Policy for Tangible Goods (if applicable)

Although we primarily offer digital services, if you purchase physical goods (e.g., POS hardware):

You must initiate a return within 14 days of delivery.
Items must be in original condition and packaging.
Return shipping costs are the customer’s responsibility unless the item is defective.
We reserve the right to deduct restocking fees.

6. Refund Process

To request a refund, please follow these steps:

Email us at info@videovista.co.uk with your name, order reference, reason for refund, and any relevant evidence (screenshots, ticket numbers, etc.)
Our team will assess your request within 5 business days.
If approved, a refund will be issued to your original payment method within 7–10 business days.

You will receive an email confirmation once the refund has been processed.

7. Cancellations

You may cancel your subscription at any time via:

Your account dashboard (if available), or
Contacting us directly at info@videovista.co.uk

Cancellation stops future billing but does not automatically trigger a refund unless within the eligible period.

8. Chargebacks and Disputes

We strongly discourage unnotified chargebacks. If you believe there has been a billing issue:

Contact us first — we are committed to resolving disputes quickly and fairly.
Unauthorized chargebacks may result in account suspension, legal action, or blacklisting from our services.

9. Changes to This Policy

We may update this Refund and Returns Policy from time to time. Changes will be posted on this page with a revised effective date. Continued use of our services after updates indicates acceptance of the revised policy.

10. Contact Information

If you have questions or concerns about this policy, please contact:

VideoVista Ltd
📍 2 Frederick Street, London, WC1X 0ND
📧 Email: info@videovista.co.uk
🌐 Website: https://videovista.co.uk